## Issue details

The issue details page is the central view containing all information and actions available for a given issue.

![Issue details](/rkl-issue-details-en.jpg)

## Header

The top of the page shows: issue number, type, current workflow step and status, creation and last modification dates, and the assigned user.

## Issue sections

| Section | Contents |
|---|---|
| Basic data | Fields defined for the given issue type |
| Customer | Customer, distributor, service centre linked to the issue |
| Products | List of products in the issue |
| Attachments | Files and photos attached to the issue |
| Notes | Internal notes and messages |
| Shipments | Linked courier shipments |
| Links | Related issues |
| History | Full change history of the issue |
| Workflow history | Progress through workflow steps and statuses |

## Actions

The top action bar provides operations on the issue:

- **Edit issue** — opens the basic data edit form
- **Delete issue** — deletes the issue after confirmation (requires appropriate permissions)
- **Copy issue** — creates a new issue with the same basic data
- **Send message** — opens the message form to send a message to the customer or team
- **Generate documents** — generates documents based on configured PDF templates
- **Shipments** — manage courier shipments linked to the issue
- **History** — go to the issue change history

## Operations

The side panel provides quick contextual operations. For more on the workflow and step transitions, see [Operations & workflow](/issues/workflow).

- **Assign to me** — assigns the issue to the logged-in user (shown when the issue is assigned to someone else)
- **Assign** — assigns the issue to a selected user
- **Change step** — moves the issue to a selected workflow step
- **Change due date** — updates the issue finish date

## Keyboard shortcuts

| Key | Action |
|---|---|
| **N** | Add a note to the issue |
| **E** | Edit issue |
| **D** | Delete issue |
| **M** | Send message |
| **H** | Show issue history |

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## FAQ

### What is the difference between "History" and "Workflow history"?
Issue history shows all field value changes. Workflow history shows only transitions between steps and statuses — who moved the issue and when.

### Can I delete an issue?
Deleting an issue requires the appropriate permissions. The option is available in the top action bar or by pressing **D**, if your role allows it.

### How do I copy an issue?
Use the **Copy issue** button in the top action bar. The system will create a new issue with the same basic data.

### How do I send a message to a customer from an issue?
Click **Send message** in the action bar or press **M**. The sent message is recorded in the issue history.

### How do I generate a document for an issue?
Click **Generate documents** in the action bar, then select a PDF template. The generated document will be saved in the issue attachments.

### How do I add a note to an issue?
Click the **Add note** button in the Notes section or press the **N** key. Notes are visible to all users with access to the issue.

### How do I change the user assigned to an issue?
Use the **Assign** button in the side panel and select a user from the list. To assign the issue to yourself, use the **Assign to me** option.

### How do I move an issue to a different workflow step?
Use the **Change step** button in the side panel, or use the transition buttons in the workflow section — these correspond to the configured transitions for the current step.

### Can the issue type be changed after creation?
No. The issue type is assigned at creation and cannot be changed.