Following Through Issues

In this article, we will be focusing on how Admins, which are the Department Personnel in the depicted workflow, are notified of issues and how to assign issues to another user.

Workflow

Notifications Received

Open or Reopen Issues

If an issue is created with an Issue Type that is linked to your department or has no department, you will receive a notification for a New Issue. If the issue has been resolved, and the Issue Raiser decides to re-open the issue, you will be notified too.

Closed Issues

When an issue is closed by the Issue Raiser, you will receive a notification for a Closed Issue.

Assigning Issues to a User (Newly Opened Issue)

When you receive an email notification for a New Issue,

1. Click on the button in the email to open up the admin page for assigning issues.
2. Click on the Issue Details tab to open up the issue description.
   To read the issue description, read between "issue" and "reopen reason".
3. To view files uploaded, click on the files under Attachments.
4. On the left of the screen, click on the '+' button under "Assigned To" to assign a user to to address this issue.
5. Select users by checking against the user's email in the table on the left. Then, click Add. The users checked will appear under Selected Users on the right. Click Assign.
   Note: You are able to select yourself

An email notification will be sent to the Selected Users where they can view and resolve the issue on the Guest Site.

Assigning Issues to a User (Re-opened Issue)

Re-opened issues have the Status of "Reopen". As there has already been user(s) selected as the Issue Fixer(s), you may want to assign the re-opened issue to the same user(s).

Assign to the Same Issue Fixers

1. Click on the Status field and select "Replied".
2. Click on the blue button on the top-right hand corner to Save the status change made.

An email notification will be sent to the Users who were already selected as Issue Fixers.

Assign to Different Issue Fixers

1. On the left of the screen, click on the user icons button under "Assigned To".
2. Remove all users.
3. Click on the '+' button under "Assigned To" to assign new users to address this issue.
4. Select users by checking against the user's email in the table on the left. Then, click Add. The users checked will appear under Selected Users on the right. Click Assign.
   Note: You are able to select yourself
5. Click on the Status field and select "Replied".
6. Click on the blue button on the top-right hand corner to Save the status change made.

An email notification will be sent to Users who are newly selected as Issue Fixers.