Issues Process
The purpose of this page is to describe how the issue feature in SchedulePro should be used as well as what to expect. If you have questions please reach out to your /wiki/spaces/SS/pages/2450554881
Issue Fields
Status
This field is editable by any NVR user with full access. (default Status is Open)
Location
This field should be used to help identify the specific place in the house or on the lot that needs to be addressed. This should not be the DCLU since that is already noted in the issue. This is a required field.
Due Date
(Field added on 9/16)
The due date helps communicate the urgency of the issue being reported. It allows all parties involved to set the right expectation of when something needs to be resolved. This field is only editable by NVR users and it required.
*You can only select NVR Working days based on your calendar. If you want to select a weekend you will need to open it up from your Dates Page
Vendor
Vendor is not a required field however is needed if the author wishes to include anyone from that company on the issue. Only Vendors who are assigned to the task the issue was created from can be added.
Category
Selecting a category or reason code allows management as well as vendors to identify trends in a specific community or product type.
Attention
(Field added on 9/16)
This field is a new addition that lets the author pinpoint who needs to receive the message. Only people in the attention will be notified of issues changes as they occur (similar to Work Orders). Any NVR user who has access to the division is able to be added to the issue. If a vendor is selected then any user with the same Vendor ID and division access can be added. If a user is not listed then they do not have access to that division or do not have a profile. On the web you need to start with the " @ " and then start typing their name. Please note that their security profile is listed next to their name.
*The Attention field can be adjusted at anytime, however if left blank no one will get the notification
- Vendors show up GREEN
- NVR employees show up BLUE
WEB
iOS
Clicking on the plus symbol will allow any user to ADD or REMOVE users from the issue.
Suggestions
(Field added on 9/16)
Suggested users uses the same logic as Work Orders, It show any vendor who has the same vendor Id and division access as the issue. For NVR users it is anyone who has taken some form of action on the schedule since it was created. Just because someone is listed does not mean they need to be included in the attention.
WEB
iOS
Once you select your users you want click on the back arrow to continue to update the issue.
Issue Description
This should be what is deficient or needs to be address. This field is editable by any NVR user but is captured in the notes when it happens.
Issue Correct
(Field added on 9/16)
This flag can be be checked by any user. The purpose of this feature is to notify the author as well as anyone in the attention that the issue has been corrected and should be verified and closed out. Checking this box will prompt the user to add a comment. This is required so that we have more context into the issue.
*This process also works in reverse if you are saying it is not corrected
WEB
Checking the Issue Correct flag will not do anything until you click update on the issue. When that happens you will be asked to leave a small comment.
iOS
Clicking on No will bring up a prompt, if you are saying the issue is corrected you will Click YES and then leave a comment. Everyone in the attention will be notified.
Comments
Comments will start to have a dual purpose for allowing users to communicate about an issue as well as track any changes to the issue itself. When the due date is changed or the status the comments will capture the date and time of the event as well as what happened and who did it.
WEB
Clicking on the Add Comment button will allow you to comment on the issue.
iOS
Clicking on the box in the upper right hand corner will allow you to add a comment. This button is visible on all three tabs of the issue screen.
Documents
Documents can be added by any user but only deleted by the author who uploaded it.
WEB
Clicking on the Attach Document button will allow you to update any document you want to the issue. Only the author is able to delete it.
iOS
Clicking on the icon in the upper right hand corner will allow you to add a document or image to the issue. Only the author can delete a document as noted with the trashcan icon. The mobile app has a neat feature that allow you to name the document or image as you are uploading it. You can also give access to your camera for instant uploads as you see the camera icon in the lower right hand corner.
Dashboard (Issues Counter)
(Field added on 9/16)
The issue counter is meant to help users regularly maintain open issues. PJMs and Vendors will only see counts where they are in the attention of the issue. This means that Vendors in different regions will not see or be updated on issues outside of their territory. All other NVR users will see any open issue based on their division access. Please note that clicking on any of the boxes will open the Issue Report page and display those items.
Open is anything with a due date that is greater then or equal to the current date
- Ready is anything that has the correct flag checked
- Overdue is anything with a due date that is less then the current date
Issue Counters
Schedule Summary
Located in the action bar, this button will show all OPEN issue on the schedules. From this page a user has full functionality when it comes to updating the issue. To add an issue you will need to go to the task you wish to create it from.
Single Schedule and Vendor View (Agenda)
The issue button will display the total number of OPEN issue on the lot, however once you open the window it will show you both Open and Closed issue on the lot. Please note that vendors will only see issues that are tied to the tasks that are currently on the screen.
Single Task Detail Lightbox
Every task in the system has the ability to have an issue tied to it. Add or update an issue you will simply open the task and click on the issues tab. The number in the upper right hand corner of the tab is the total number of issues (open and closed) created on that task.
Issues Counter Column
Both the Schedule Summary and Vendor View (Agenda) have the ability to select columns to be displayed on the screen. Each page gives the user the ability to select the open issue(s) column. This could be used to sort the rows on the page or to identify something that needs to be addressed.
DART Table
A table is available in DART but is limited on the number of fields. These data points will be added at a later time.
Notification
To help reduce the number of emails we have implemented a process that will batch issues if they are updated within a 5 minute period. That means that multiple changes to an issue will only generate 1 email to the recipients. Please look at the business rules below for more detail
- All Issues will show up on the daily summary no matter if you are in the attention or not (this will change in the future)
- Changes to the Attention, Due Date, Description, Issue Correct flag or comment will trigger an email to anyone in the attention
- Anyone who is taking action on an issue will not be notified (ie. if you leave a comment you will not get an email)
- The email will contain the DCLU as well as the task name
- Due Date and Vendor will be listed in the upper right hand corner
- Details of the issue will be listed as well as who is in the attention and the description of the issue
- Will have a historical list of all comments and actions taken on the issue. they will be listed in descending order with the newest one on the top and highlighted. Please note that since these are batch there might be more then one thing that was changed.
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