Reporting Issues
When something is wrong or broken—a leak, a faulty alarm, damaged equipment—you need it logged and routed to the right person. Reporting issues in Service Desk keeps everything in one place, linked to locations and assets, so the work can be tracked, audited, and connected to your compliance records. Anonymous reporting via QR codes lets anyone flag problems without needing an account, so nothing gets missed.
How to report an issue (authenticated)
Go to Service Desk > Issues and click Report Issue, or use Report Issue from a location or asset page
Enter a description (required)—what's wrong and where
Optionally add a title, category, severity, location, or asset
Attach photos or files if helpful
If it's a near-miss (something that almost caused an accident), check Near-miss and describe what almost happened
Click Submit
AI will suggest a category, severity, and title based on your description. You can accept or change these before submitting.
After you submit, the issue is assigned a ticket reference such as ISS-42. You can find it in the issue list and detail view. See Understand ticket reference numbers for details.
Use manager mode when reporting
Managers can switch the report form into manager mode to capture triage fields up front. This sets the category, severity, location, asset, and tags at the time of submission instead of leaving them for later review.
Go to Service Desk > Issues and click Report Issue, or open the report form from a location or asset page.
Switch to Manager mode if it is available.
Fill in the category, severity, location, asset, and tags as needed.
Enter the description and any other details.
Click Submit.
The original reporter details remain linked to the record even when a manager submits on their behalf.
How to report an issue anonymously
Scan the QR code on a location or asset, or open the report link
Choose Report Issue
Enter a description (required)
Optionally add your name, email, or phone if you want to be contacted
Click Submit
Anonymous reports are linked to the location or asset you scanned. The confirmation screen shows your ticket reference and tells you to quote it if you follow up by email. See Understand ticket reference numbers for details.
How to report an issue from a work order checklist step
If a checklist step on a work order is flagged, you can raise an issue directly from that step without leaving the work order.
Open the work order and find the flagged checklist step
Click Report Issue
Enter a description—what is wrong
Click Quick Submit to send it immediately with the short note, or click Add More Details to open the full issue form with the context already filled in
If you choose Add More Details, the draft stays in place while the form is open. You can add severity, category, photos, or other details before submitting.
Before you start
You need the Manager or Member role for Service Desk to report issues when logged in. Anonymous reporting works without an account. Your site must have Premises set up so locations and assets exist for linking.
Common questions
What's the difference between an issue and a request? Issues are things that are wrong or broken (e.g. leak, broken window). Requests are work that needs doing but nothing is broken (e.g. room setup, move furniture). Use Report Issue for problems.
Can I report a near-miss? Yes. Check Near-miss and describe what almost happened. Near-misses help with health and safety reporting even when no incident occurred.
Why can't I report anonymously from the app? Anonymous reporting is available via QR code or direct link. Logged-in users use the full form with more options.
Can I report an issue without scanning a specific location or asset?
Yes. Site admins can set up QR codes that let people report issues directly to a site without scanning a location or asset first. See Set up site reporting QR codes.