Issue Log FAQs

Table of Contents:


1. How do I create an issue log?  To create a log, select “Log Issue” found on the top right of your Issue Log home page. Fill in for the following required and optional log details. When done, click “Log It.”

  • Required: Bad Outcome statement, Responsible Party (at least 1, no max #), Severity (1-5)
  • Optional: Detailed Description, Followers (select for an “Interested Party to Notify” from the dropdown menu and/or “Mention” someone using the @ symbol in Bad Outcome and Detailed Description fields), Tags (added via the additional tags drop down or by using the # symbol in the Bad Outcome or Detailed Description fields)

2. Who can I log? You can log any individual in your organization. You can also log multiple Responsible Parties in a single log. In addition, depending on your organization’s settings, you may be able to identify a department, a group, or a vendor as a RP for your log. 

3. How do I diagnose an issue log? Set up a log for diagnosis by changing its status from “Review” to “Diagnose” and assign a Diagnoser in the Diagnosis section (click the down-carrot to expand section). Note that if you add a Diagnoser without changing a log’s status, you will be prompted to make the change to save your edits. To diagnose a log, the Diagnoser will work through and answer the series of questions in the Diagnosis and Evolution sections. For guidance and best practices on diagnosis, see “How should I approach diagnosing an issue?

4. What are tags and how should I use them? This feature was designed to enable individuals and managers to better associate, organize, and find related logs. When creating a log, you can create a new tag or add an existing tag by typing a “#” in any text field of a log or by selecting the dropdown in the Tags section. Keep in mind that when adding a tag, an autocomplete field will appear that will show you existing tags, as well as how many logs in the system have that tag associated already.  When viewing an issue that has tags, you can click on any tag associated with that issue in the right column and it will take you to the dashboard and list all issues you have access to and have that tag.  You can create custom views based on tags to track trends over time and easily organize things that need to be diagnosed. As tags are freeform, you have a lot of flexibility in how they can be used. 

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5. How do I find an issue log? A log can be found through text search, or by using dashboard filters, sorts, and custom views. Text search can find logs based on:

  • The Issue Log #
  • Name of a Participant (RP and Logger)
  • Name of a Follower (Interested Parties to Notify, Mentions)
  • Bad Outcome and Detailed Description keyword(s) (Matches on phrases and keywords)

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6. What are default views?  Default views organize logs against specific filters and/or sort criteria so that they are readily available. Note that closed logs will not be included in any of the default views.

  • All Issues: All issues you have access to. Access may be limited by your department and/or role within a specific log. 
  • Issues I need to Review: All issues that are in the “Review” state where you are the RP.
  • Issues I need to Diagnose: All issues that are in the “Diagnose” state where you are the diagnoser. 
  • Issues I am Following: All issues where you are a Follower (Mentions or Interested Parties to Notify).
  • Issues I Logged: All issues you have logged.

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7. What are custom views? This feature, when turned on for your company or group, allows you to organize logs against text search, filter, and/or sort criteria beyond those available in default views. For example, as a manager, you may want to create a custom view that filters for all logs where your direct reports are listed as an RP. Once saved, your custom views are accessible from the left side navigation. 

 

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8. Will I be notified about issues I'm involved with? If notifications are turned on for your company or group, you will receive an email notification when a log is created where you are either the RP, the Diagnoser or a Follower. You will also receive an email if you are added to any of these roles when a log is modified. Here are other instances where you may be receive issue log notifications:

  • If you are identified as is an RP, Logger or Diagnoser of a log
  • If the issue is either approaching SLA or past due
  • When you subscribes to a view
  • When a log is created or edited causing it to enter an existing dashboard view
  • If you are a manager for an individual who has been identified as an issue log RP AND the log is Severity 3 or higher (i.e. the auto-notification does not occur for not logs that have a Severity 1 and 2)

9. Can I be notified about logs in a custom view I created? If subscriptions are turned on for your company or group, you can select the dashboard views for which you’d like to receive email notifications by “subscribing” to that view. You’ll be notified either when a log is created or modified to fit the criteria of that view. To subscribe, go into the custom view for which you’d like to receive email notifications. On the top right corner, you’ll see a “…” actions menu next to the “Save as Custom View” or “Save Changes” button. From this menu, select “Subscribe to View.” A few things to note: (1) You will not be able to create a custom view when a custom view uses a search term as part of its filter, (2) You will not receive a notification when a custom view uses the date filter “Yesterday,” and (3) If you subscribe to a view that is already associated with an email notification, you will receive duplicate notifications.

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10. Can I unsubscribe from receiving notifications about logs? You cannot unsubscribe from receiving email notifications for logs where you are assigned as either the RP, the Diagnoser or a Follower. You can, however, unsubscribe from receiving notifications about logs in customs views to which you previously subscribed if you no longer wish to be notified. To do this, go into the Custom View and select “Unsubscribe from View” from the “…” actions menu next to the “Save as Custom View” or “Save Changes” button. 

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11. Can I comment on an issue log? Yes, anyone can comment on a log that they have access to. To add or view comments, select a log and tap the “Comments” button in the top right corner of the page. Please note that you cannot edit or delete comments. Also note that you can mention someone using the @ symbol in your comment but this will not add them under “Mentions” of the log or send them an email notification. 

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12. How is the Due Date of an issue log determined? The Due Date feature, when turned on for your company or group, allows for the timely management of issues by setting expectations for when issues should be diagnosed and closed (based on the severity of the log). The due date of a log is visible from the dashboard under the column “Due.” You may also notice that some logs will auto-close after a set period of time. You can sort logs on a dashboard by Due date, or create custom views that filter logs based on due date state (past due or almost due).

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13. Can I export my Issue Logs?  We offer two export options, Excel and CSV. Depending on how your group or company is set up and your access, you may have one, both, or neither of those options. If you do have access, in any dashboard view, select “Download View as Excel” and/or “Download View as CSV” from the “…” actions menu next to the “Save as Custom View” or “Save Changes” button. Keep in mind that exports do not contain every field and that for Excel in particular, you will only be able to export up to the maximum number of issue logs, configured for your company or group, at a time. To export a view with more than the maximum number of issue logs configured for your company or group, you will need to filter the issue logs in the view and ensure the number of logs are within that count.

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