Using Issues

Here you can find answers to some of the most frequently asked questions we receive about using the Issues section of the Every Business Management module.

Please note that while users with an Issues Only user level can log issues, only those with access to the Business Management module will be able to respond to issues, add documents, view KPIs and pull reports.

Please note this article is only applicable to Every Compliance users with a Basic, Standard or Admin user level.

How do I respond to an issue?

To respond to an existing issue, you will firstly need to locate it within Business Management. To do this go to the navigation bar on the left and click Business, then Issues, and choose the Summary page.

You will then be able to find the issue you would like to respond to either in the 'My Issues' or 'All Open Issues' tabs.

Clicking the pencil icon against the required issue will take you to the Manage Issue page where you can edit or update any existing information. At the bottom of this page are a number of blue tabs.

Add Response

Use the 'Add Response' tab to add a response. You can also use this tab to assign the issue to another colleague by selecting their email address in the 'Assign To' field.

Adding and notifying suppliers

The blue 'Supplier' box lets you enter information of any external party involved in resolving your issue. You can either choose the supplier from your saved supplier records in the Supplier section of Business Management, or search for a supplier on the Every Suppliers Directory using the 'Find Supplier' button.

The tick box next to 'Notify Supplier' determines whether a web link is emailed to the chosen supplier enabling them to manage the issue. This will enable them to see all information and responses connected to the issue, change details, and add documents. They will only see the issue assigned to them and no other aspects of your Every system.

Closing an issue

When you are ready to close the issue, change the issue status from 'Open' to 'Closed' and click the 'Submit Response' button.

How do I add a document to an issue?

Documents can be added to an issue to provide further information. This could be a photograph showing the extent of damage, or an order form for a new component required for a repair.

Locating your issue

First, you will need to locate the issue you would like to attach a document to. To do this, select Business from the left-hand navigation menu, choose Issues, and then the Summary page.

On the Summary page, use the search bar or the filter options on table to locate the required issue. Click the pencil icon to the right to be taken to its Manage Issue page.

Attaching a document

At the bottom of the Manage Issue page is a tab marked 'Add Response'. At the bottom of this tab there is the option to upload files.

Click on the 'Choose File' button to select the correct document to upload from your device. It is also best practice to enter a comment in the 'Response' field above to notify any other user that a document has been attached.

Once uploaded, click the 'Submit Response' button to save the document to the issue. It will then be present for other users to view in the 'Attached Files' tab to the right.

How do I monitor my property's issue performance?

Your KPIs, or ‘Key Performance Indicators’, give a clear picture of how efficiently you are responding to issues raised at your property.

This reporting is available by going to Business, then Issues, and then KPIs on the navigation bar to the left.

The KPIs page is split into three tabs.

• Monthly Performance Graph - This shows the number of logged issues against the number of issues you have closed. This also includes a running total of issues that remain open from one month to the next. Reporting options are available under the three-line icon in the top-right of the chart.

• Monthly Performance Grid - This shows a table of logged issues, open issues, and closed issues for each month. This also includes the percentage of issues closed in each month.

• Issue Interactions - This records the total issue interactions in a month. This is inclusive of any logging or editing activity involved in any issue. Reporting options are available under the three-line icon in the top-right of the chart.

Filtering KPIs

You can choose what data appears on each of the KPI tabs by using the 'Issue Filters' box above. Here you have the option to filter the charts by category, the user who logged the issue, and the current person responsible for the issue.

Pulling KPI Reports

You can pull reports directly from the Issues KPIs page, helping you analyse the productivity of your property when it comes to the management of issues.

Reports are a great way to quickly identify peaks of demand and review the performance of individual users based on their activity. This can also help support personal reviews, staffing, and rotas.

Reports can be downloaded as a spreadsheet using the 'Reports' dropdown at the top of the page.

How do I download issue reports?

You will see the 'Reports' dropdown menu at the top of many of the pages in the Issues area of Business Management. Clicking this will give you several report options based on the information displayed on that particular page.

These can be downloaded as either Word or Excel documents, giving you easily distributable reports for suppliers, staff, governors, management, and other stakeholders.