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