What is an Issue?
An Issue is something that needs attention or follow-up. It is useful when a problem, concern, or unexpected situation has been identified but does not necessarily need to be resolved during the current visit.
An Issue keeps the problem visible and gives the team a clear record of what needs attention. It can be created during a Service Visit or Delivery, or directly from the Back Office. Issues are synchronized between the Back Office and mobile app, so the field and office teams can work with the same information.
When should I create an Issue?
Create an Issue when there is a problem that needs investigation, corrective action, or follow-up.
A plant is struggling because lighting conditions have changed.
An irrigation system is not working properly.
A planter is leaking and the cause needs investigation.
A customer has raised a concern that needs follow-up.
Something needs attention but cannot be resolved during the current visit.
A useful Issue description should explain what was observed and what needs attention. Keep it specific and factual.
What should I not use an Issue for?
Do not use an Issue simply to record information that does not require tracked follow-up. A Display Note is better for useful context that the team may want to remember, but that does not need a resolution workflow.
Also, do not use an Issue when the main purpose is simply to give someone a defined task. That is what an Assignment is for.
An Issue and an Assignment can work together. An Issue can record a problem while an Assignment gives a specific team member the task of investigating or fixing it.
What happens after an Issue is created?
The Issue remains visible while it needs attention and moves through its status workflow until it is resolved or canceled. It can be updated, reassigned, and supplemented with information as the situation develops.
Issues created during Service Visits or Deliveries also become part of the related operational record.
A practical rule
Think of an Issue as the record of a problem that needs attention.
If you need to answer “What problem needs to be dealt with?” create an Issue.
If you need to answer “What specific task does someone need to perform?” consider an Assignment instead.
Practical tips
Use filters to focus on the Issues that need your attention.
Remember that Back Office and mobile app changes are synchronized.
Use the Service Site card's Issues tab when you need the complete Issue picture for one location.