Help

Issues

Tools develop faults and equipment can break down. Managing these issues effectively is crucial to maintaining operational efficiency and ensuring the safety of users. ToolWorks provides a streamlined way to raise and manage issues, ensuring that problems are tracked and resolved efficiently.

• Security Rights
• Raise An Issue
• Manage Issues
  • Resolve Issue
  • Close An Issue
• Advanced Issue Management
• Reports
• Notifications
• Copilot
• API

Issues can be raised for tools that are faulty, damaged, or require maintenance. Once an issue is raised, it can be tracked through its lifecycle until it is resolved. Issue go through the following statuses:

• Open: The issue has been reported.
• Resolved: The issue has been fixed.
• Closed: The issue is no longer being tracked.

ToolWorks supports the following status transitions:

1. Open => Resolved
2. Open => Closed

Security Rights

To raise and manage issues, users need to have the following security rights:

• Raise Issue: Allows users to report issues with tools.
• Manage Issues: Allows users to view, update, and resolve reported issues.

Raise an Issue

1. Navigate to Tools [shift + t]
2. Select the tool you want to report an issue for and Add To Cart
3. Click on Raise Issue button in the cart.
4. Fill in the issue details, including a title, description of the problem and any relevant photos.
5. Click Submit to log the issue.

Alternatively, you can raise an issue directly from the tool details page by clicking on the Raise Issue button.

On Mobile, you can also raise an issue by scanning the tool's barcode and clicking on the Raise Issue button in the cart.

Manage Issues

1. Navigate to Issues [shift + i]
2. View the list of reported issues, filter by status, priority, tool or reported by user.
3. Click on an issue to view details, add notes, update priority and change status.

Resolve Issue

1. Navigate to Issues [shift + i]
2. Select the issue you want to resolve.
3. Update the status to Resolved and add any resolution notes.
4. Click Save to update the issue status.

Close An Issue

1. Navigate to Issues [shift + i]
2. Select the issue you want to close.
3. Update the status to Closed and add any closing notes.
4. Click Save to update the issue status.

Advanced Issue Management

Users on Premium and Enterprise plans can take advantage of advanced issue management features that allow you to directly create maintenance tasks from issues.

1. Navigate to Issues [shift + i]
2. Select the issue you want to create a maintenance task for.
3. Click on Create Maintenance button.
4. Fill in the maintenance task details and click Schedule to create the maintenance task.

Maintenance task will be created and linked to the issue. You can view and manage the maintenance task from the Maintenance tab. When the maintenance task is completed, it will automatically update the issue status to Resolved.

Reports

ToolWorks provides "Issue" report to help you track and manage issues effectively. You can run the report to view open issues, resolved issues, and closed issues.

1. Navigate to Reports [shift + r]
2. Select the Issue report from the list of available reports.
3. Use the filters to customize the report based on status, priority, tool, or reported by user.
4. Click View to generate the report.
5. Export the report to CSV for further analysis or sharing with your team.

Notifications

ToolWorks will send notifications to relevant users when an issue is raised, resolved, or closed. Notifications are sent based on the following rules:

• Open: Notify users with "Manage Issues" right for the store where the tool is located or was issued from. Admins are also notified.
• Resolved: Notify the user who raised the issue.
• Closed: Notify the user who raised the issue.

Copilot

ToolWorks Copilot can assist you in raising and managing issues. You can ask Copilot to help you to create new issues, or update the status of an issue or get details for an issue.

API

ToolWorks API allows you to programmatically get list of issues. Issues can be filtered by status, priority, tool or reported by user.

The Base URL for the issues API endpoints is:

https://my.toolworksapp.com/api/v1/issues

For more information, please refer to the ToolWorks API documentation.