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How to Follow up on a Submitted Ticket

Azumuta Support
Updated

As an admin, it’s your responsibility to follow up on issues (tickets that have been submitted by your operators). Here’s what you can do:

How to See the List of Issues in Your Workspace

  1. Go to “Continous Improvement” in the side panel.
  2. To see the list of all issues in your workspace , Select the “All issues” tab. This is the first tab that will be opened by default when you visit the “Continous Improvement” add-on.
  3. To see the list of issues from a specific improvement board: Click on that improvement board’s tab.

How to See an Issue

  1. Go to “Continous Improvement” in the side panel.
  2. Click on the issue that you wish to see.

Following Up an Issue

Editing an Issue

As an admin, you can edit an issue (a ticket that has been sent by an operator). Here are the editing possibilities:

A screenshot of a project management interface showing a task about a damaged cardboard box. The task details include a checklist and comments. The task is currently in the

  1. Click to open the option to edit the operator’s remark.
  2. Click to view the ticket checklist (if you included it in the improvement flow).
  3. Click to open the option to upload additional files to the issue.
  4. Click to open the option to download/remove the image sent by the operator, or to copy it to the image library.
  5. Click to type in additional comments, and click on “Comment” in the bottom right corner of the field when you’re done.

Following Up on Issue Statuses

On the right part of the menu, you can see the list of issue statuses. The existing statuses will be based on the improvement board’s template that you choose when creating that improvement board.

In the image below, we used the PDCA (Plan, Do, Check, Act) template.

A computer screen displays an issue tracking system. The issue, titled

How to Change an Issue’s Status

  1. Click on the three-dot icon next to the status that you would like to change into.
  2. Click on “Move to this column”.
  3. Click on “Yes”.

What Can You Do in Each Issue Status?

Screenshot of a software interface displaying a task related to packaging issues. The task highlights a damaged cardboard box with a photo attachment. The interface shows options to move the task, add signature requests, and checklists, with an arrow pointing to these options.

  1. Click to move the issue to that status.
  2. Click to add a task (which can be assigned to yourself, to a specific person, or to a user group).
  3. Click to add a signature request for a specific person (generally used to ask for a supervisor’s approval).
  4. Click to add a signature request for a user group.
  5. Click to add a checklist.

How to Close an Issue

In order to close an issue, you must move its status to either “Archived” (for issues that are resolved )or “Declined” (for issues that are declined)

How to See the List of Past Closed Issues

  1. Go to “Continous Improvement” in the side panel.
  2. Go to the targeted improvement board
  3. Click on the three-dot icon.
  4. Click on “Declined & archived”.

How to See an Issue’s History

Here’s how you can see an issue’s past activities (including movements between columns and actions such as signature requests).

  1. Go to “Continous Improvement” in the side panel.
  2. Go to the improvement board that contains the issue that you would like to see the history of.
  3. Click on the targeted issue.
  4. Click on the three-dot icon next to the close icon.
  5. Click on “Show activity”.