Creating or Modifying an Issue


Overview

As you manage your day-to-day operations such as appointments, sales, services, financials and other business processes, you also need to deal with the issues arising out of these multiple processes.

Issue tracking is a feature that allows you to create, monitor, and resolve the issues. Issues are created in the following ways:

  • Manually: When an employee or a guest reports an issue.
  • Automatically: When a guest gives a feedback rating that is less than a certain number that you specify or submits a comment in the feedback form. Learn how to configure the automatic issue creation.

Note: To be able to create and update an issue, at the Organization level, navigate to Admin > Organization > Security Roles > Role Name > Permissions Tab > Loyalty Manager > Issues and ensure that you have the following permissions enabled:

  • Add: Allows you to create issues and add notes.
  • Edit: Allows you to modify the status of the issue

Creating an Issue Manually

You can create an issue only at the center level.

Follow these steps to create an issue manually:

  1. Ensure you are at the center level.
  2. On the main menu, click the Loyalty tab.
    The Loyalty Dashboard appears.
  3. On the Loyalty Dashboard, click Issue Tracking > Issue Tracking.
    The Manage Issues window opens.
  4. Click Add to start creating an issue.
  5. Enter the required information in the following fields:
    Note: Only Name and Description fields are mandatory. Rest of the fields are optional.
    Field Name Description
    Name Enter the title that summarizes the issue. For example, Wi-Fi not working.
    Description Enter the description of the issue. For example, Unable to connect to internet.
    Guest Name Start entering the name of the guest. Select the name of the relevant guest from the list that appears.
    Employee Select the name of the employee creating the issue.
    Category Select the category of the issue. For example, General Maintenance.
    Note: For categories to appear in the list, you must have created categories at the Organization level.
    To create a category, at the Organization level, click Admin > Categories > Issues > Categories and then click Add. Enter Code, Name, and Description, click the Active checkbox, and finally click Finish. 
    Sub Category

    Select the sub category. For example, Internet.

    Note: For sub categories to appear in the list, you must have created sub categories at the Organization level and assigned the Category under which this sub category must appear.
    To create a sub category and assign it to a Category, at the Organization level, click Admin > Categories > Issues > Sub Categories and then click Add. Enter Code, Name, and Description, select the Issue Category (this is the category under which this sub category will appear for selection), click the Active checkbox, and finally click Finish.

    Source Select the source for the issue. For example, Employee. 
    Note: For sources to appear in the list, you must have created sources at the Organization level.
    To create a source, at the Organization level, click Admin > Categories > Issues > Source and then click Add. Enter Code, Name, and Description, click the Active checkbox, and finally click Finish.
    Treatment Select the Treatment type. For example, Body Wax procedure.
    Note: For treatment types to appear in the list, you must have created treatment at the Organization level.
    To create a Treatment item, at the Organization level, click Admin Categories Issues > Source and then click Add. Enter Code, Name, and Description, click the Active checkbox, and finally click Finish.
    Priority Select the priority as follows:
    • High
    • Medium
    • Low
    Status Select the status as follows:
    • Open: Issue is not worked on yet
    • Deferred: Issue resolution is put off to a later time
    • Resolved: Issue is fixed
    • Closed: When it is verified that the issue is resolved
    Owner Select the employee who is responsible to resolve the issue.
    Note: After the issue is created, the issue owner will receive an email or text message (SMS) notification, if the Issue Create - Email and Text are set to On in Admin > Organization > Email/Texts.
  6. Click Create.

Automatic Issue

Based on the configurations to create automatic issues, the system creates an issue automatically and the issue owner gets notified by a text message or email. On the Manage Issues page, an automatic issue can be identified with an invoice number, a thumbs-down icon, or both.

Note: You can create an issue only at the center level.

To set who gets notified when an automatic issue is created, see Configuring the recipients of Automatic Issue notifications.

Note: If you access the Manage Issues page from an organizational level, the system shows the issues (both automatic and manual) created across all your centers. 

Modifying an Issue

You can modify an existing issue to change the type, priority, status and owner both at the center and organization level.

Note: To modify an issue, you should have Create, Edit, and Delete Issues permissions. Learn more about Security Roles and Permissions.

Follow these steps to modify and existing issue: 

  1. On the Home screen, click the Loyalty tab. 
    The Loyalty Dashboard appears.
  2. On the Loyalty Dashboard, click Issue Tracking > Issue Tracking.
    The Manage Issues window opens.
  3. From the list of issues, search the issue that you want to modify. You can use one or more of the following fields as search criteria to search an issue:
    Field Name Description
    Issue Keyword Enter a keyword to find the issue that contains this specific keyword
    Guest Select the guest name from the auto-complete drop-down that appears as you type in the field.
    Issue Date Select the required value and date. You can specify the following values:
    • 1 day within: To find those issues that are 1 day within the specified date.
    • 3 days within: To find those issues that are 3 days within the specified date
    • 1 week within: To find those issues that are 1 week within the specified date
    • 1 month within: To find the issues that were created in the last 1 month from the specified date
    • 2 months within: To find the issues that were created in the last 2 months form the specified date
    • 6 months within: To find the issues that were created in the last 6 months form the specified date
    • 1 year within: To find the issues that were created in the last 1 year from the specified date
    Treatment Select the treatment type
    Therapist Select the name of the therapist
    Priority Select the priority of the issue
    Category Select the category of the issue
    Source Select the source of the issue
    Owner Select the name of the owner
    Status Select the status of the issue. 
    Note: You can change the status of the issue from the guest profile as well. 
    Sub Category Select the sub category of the issue
  4. Click Search to perform a search by using the criteria that you specified.
  5. Click the issue's name to open it.
  6. Modify the fields that you want to update and in the Add Note box, enter additional information about the changes.
    Note: You can add notes to an issue from the guest profile as well. 

  7. Click Update.

Note: The Admin home page displays an alert, which shows the number of open issues that are assigned to you. When you click the alert message link, it displays the Manage Issue screen with all the open issues. To modify an issue, click the name of the issue you wish to modify.


Notifications and Alerts

Automated email and text notifications can be sent to the issue owner and to a specified user whenever you create or modify an issue. To customize these email and text message(SMS) notifications, see Configure Email/Text templates for Issue Notifications.

Email Alerts can be automatically sent to the issue owner when an issue is opened for more than a certain number of days that you specify. To know how to set up these email alerts, see Setting Up Email Alerts for Open Issues.


See Also

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