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

Note: To modify an issue, your role should have the required 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:

  • 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 from
      the specified date.
    - 6 months within: To find the issues that were created in the last 6 months from
       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.
    The issue is updated.

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.

See Also

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