How can I track issues in Compass?
Issue Tracker allows your school to report and track school issues, faults or damages to ensure they are resolved in a timely manner:
Prioritise and approve maintenance for reported issues or damage.
View outstanding tasks assigned to you, your team or contractors.
Stay up-to-date with the progress of tasks through notifications and emails
Using Issue Tracker’s Categories, you can split up issues across your school, to ensure the right people are notified. Issue Tracker can be used for a range of instances, including:
Maintenance - Damages, faults and fixes can be sent directly to your Maintenance team, to be resolved and tracked easily, including OH&S requirements.
ICT Issues - Allow any tech replacements, bugs and issues to be handled by your IT Team.
Equipment Requests - Damages, sports equipment hire and lost items can be simply tracked by those who manage the related items.
Administration & Accounts - Your admin and finance teams can be across any issues such as website updates, name changes and payroll.
Enabling the Issue Tracker Module
If you’re not seeing ‘Issue Tracker’ under the Grid icon within your Compass portal - each out to our friendly team via Livechat to receive a Quote, Demo & Training of the module.
Permissions & Access
Ensure the relevant staff members at your school have the right permission/s below to access Issue Tracker:
IssueTrackerUser - basic access to the module, ability to log issues. IssueTrackerAdmin - admin-level access to the module, ability to create templates, categories, and edit/delete issues.
Category Managers/Members - see below for detailed Permissions Matrix.
Administration & Set Up
Your Issue Tracker setup is similar to the Chronicle module, in the way you use templates and fields, ensuring the right people are notified and able to action issues relevant to them.
Using fields, you can set up custom questions, with a range of answer modes to gain the information needed when someone logs an issue. This ensures the correct details are included every time, avoiding unnecessary back and forth communication.
Categories
Each Issue Category can have its own group of Category Members and a single Category Manager. If you want all IT related things to go through your IT Manager you could create one Category titled ‘IT’ and make your IT Manager the Category Manager.
Once issues are created, the Manager will prioritise the issue, and Assign the issue to a member of their team.
Fields
Ensure you receive all the information you need for each issue by setting up custom fields. There’s a range of fields to choose from, from drop down options to checkboxes, allowing the issue to be prioritised and assigned easily. These can be used in any template.
Templates
When creating an Issue, a staff member will select a template, with pre-filled fields to assist them in entering the right information. Include the relevant category, and use the notification matrix to determine who needs to be notified when an issue is made and/or progresses. This can include the Category Manager, Issue Creator and Assignee.
Within the Fields tab, add the fields that are needed, and tick on whether these are mandatory to create the issue. Use the notification matrix on the right to send banner/email notifications to specific people within the issue.
Approval/Notification Process
Once an issue has been created by a staff member, from the Create Issue button:
1) Issue requires Prioritisation and Allocation This will be shown to the Category Manager and Issue Tracker Admin
2) Issue Allocated CM or Admin will assign the Issue to a staff member. This shows in ‘Assigned to Me’.
3) Status Change & Discussion The Assignee or CM will update the issue status as required (Closed, Resolved, In progress, etc.)
Terry Tip! use the Discussion feature as a chat with notifications to update staff with the issue’s progress.
Resolving an Issue
Once an issue has been made, prioritised and assigned - the issue needs to be resolved! Using the Discussion section, staff are able to comment on the issue’s progress, to ask any questions and provide further information. Those who have been selected within the notification matrix will receive either a banner or email notification each time a comment is posted. The issue status can be updated to reflect its progress, keeping everyone in the loop!
Terry Tip - Attach files to your Issues, perfect for pictures of damage/fixes and receipts!
Tracking & Reporting on Issues
Tracking hundreds of issues across your entire school is always a daunting task, but keeping all of them in the one place makes life easier. Regardless of the category, assignee or template, all issues are displayed simply, with search tools to show you only the information you need to action, view or follow up on.
All Issues Tab
The All Issues tab contains every issue ever created. From here, you can use the Advanced Filter, search function or click on the column headings to narrow down the issues shown. This can help easily track any open issues, and whether these need to, or have been actioned.
Advanced Filter
Similar to other modules in Compass, the Advanced Filter helps you search for the Issues you care about. Simply use the fields as needed to narrow down your search, and view only the relevant issues.
