Issues & Helpdesk Tickets
An issue is a record that something is wrong with a piece of equipment. It is not a note in the activity feed and not a Helpdesk ticket — it is its own record, so it can be assessed, assigned, chased, repaired and, most importantly, confirmed fixed by the person who reported it.
The distinction the whole thing rests on
Reporting a problem
Anybody who can see the asset register can report an issue — deliberately the lowest bar in the module, because a fault nobody could report is a fault nobody fixes. It is reachable from three places: the asset's own page, Safekeep → Service, and the employee app.
| What you say | What it changes |
|---|---|
| Category | What kind of problem it is. Ten to choose from, from damage and "not working" through to a security concern or something found during an audit. |
| Severity | Low, medium, high or critical. High and critical raise a Helpdesk ticket automatically where the company has that switched on. |
| Take this asset out of circulation | Changes the asset's status so nobody can issue it to the next person while the fault is open. It goes back to what it was when the issue settles. |
| Ask me to confirm the fix | On by default. The issue will not close until you say the equipment actually works. |
| May be covered by warranty | Flags it for whoever handles claims. Nothing happens automatically. |
Where an issue goes
Two states look like endings and are not. Beyond repair and Lost or stolen both stay OPEN, because a write-off still needs a disposal decision and a missing laptop still needs somebody to say what happened to it. Recording them queues that decision rather than closing the book on it.
Helpdesk tickets
An issue can raise a ticket in the Helpdesk queue — automatically for serious faults, or by hand from the issue's own menu. The ticket carries the fault description, which asset it is, how urgent it is, and a reference back to the issue.
The system checks every fifteen minutes for tickets that have closed and moves their issues to Awaiting confirmation — once each, not repeatedly.
Confirming the fix
Two answers, and they are not symmetrical:
- It works — the issue closes, the asset goes back into circulation with the label it had before, and you can record what condition it came back in.
- It still does not work — the issue reopens rather than closing, the reopen is counted, and the ticket is nudged back open. A repair that had to be redone stays visible as a reopen instead of vanishing into a fresh report that loses the history.
The Service page
Safekeep → Service is one page with three tabs — Issues & tickets, Maintenance, Warranty — because a fault, the repair that answers it and the warranty claim that pays for it are the same conversation, and used to be three separate places to look. Switching tabs never reloads the page, and it reopens where you left off.
The issues tab opens on five numbers: what is open, what is high or critical, what is waiting on somebody's confirmation, what might be under warranty, and what has been closed in the last month. Anything still open is shown by default; closed issues are one filter click away.