Where do completed Issues go?
When an Issue is closed by being resolved or canceled, it moves from the open workflow into the Issue report section. This provides a historical record of Issues that have already been handled.
What can I use Issue history for?
Issue history helps you look back at what happened after an Issue was created. It can be useful when reviewing "recurring" problems, checking how an issue was handled, or answering questions about completed work.
Understanding Issue statuses
Issues use four statuses:
Open - the Issue has been created and still needs attention.
In Progress - work or investigation is underway.
Resolved - the underlying Issue has been dealt with.
Canceled - the Issue has been closed without being resolved as a completed Issue.
The status should reflect what is actually happening. Do not mark an Issue as Resolved simply because someone has started working on it.
How does Issue tracking help day to day?
Keeping Issues in OBG gives the team one shared place to see what needs attention and what has already been handled. Issues are synchronized between the Back Office and mobile app, so field and office teams work from the same information.
All open and closed Issues for a particular Service Site are also available on the Service Site card in the Issues tab.
Practical tips
Use one-off Assignments for specific actions that should not generate another task automatically.
Use "recurring" Assignments when the same task needs to happen at a defined frequency.
Make the task description specific enough that the assignee can act without chasing for context.