Managing issues
Use the Issue Tracking component in IBM® Envizi ESG Suite to track and manage data capture, data quality, and energy management issues. Issue tracking is a key component of Interval Metering Analytics. You can also use issue tracking to request manual data capture of account records.
- Automatically generated through rules in the platform, for example, through Interval Metering Analytics rules and Building Energy Performance Analytics rules.
- Manually created by you, for example, through data capture requests.
An issue is a bundle of information that is linked to a specific node in your organization hierarchy, for example, a record, meter, account, or location. Information that is provided in an issue includes the type of issue, its priority, status, assignee, and effective dates. For a description of all the fields in an issue, see the Issue reference topic.
Workflow
An issue moves from raised, to investigating, to resolved. When an issue is resolved, it can no longer be updated.
The Interval Metering Analytics module also supports states of raised, investigating, and resolved.
You must have the Issue Manager work role to update the status of an issue. However, a general user can move a data capture issue from raised to investigating.
Notifications
Email notifications are sent when an issue is raised or updated. By default, both the assignee and the reporter of an issue are notified by email of changes to an issue. These changes include status updates and updates in the details of an issue, for example, a new attachment or a comment is added. A summary of the changes are included in the email.
The recipient clicks View to open the Issue board and complete any actions that relate to the board or the issue, but cannot navigate to other parts of the platform. An administrator can control who receives email notifications by modifying issue settings. For more information, see Setting issue preferences.
Custom categories
Categories and sub categories are available for each issue type to help you further classify your issues. For example, for the Data Anomaly issue type, you might assign the issue to the Missing Data category and the Records sub category. A system administrator can add custom categories to the category and sub category fields of issues, if the options that are provided out-of-the-box do not suit your needs. From the Admin menu, click Custom Categories or Custom Sub Categories.
Summary page
The Issues summary page provides a high-level view of the status and priority of issues. From the main menu, click .
Issues grid
You can see the details of all of your issues on an Issues grid. From the main menu, click to open a grid.
You can filter and sort your issues to narrow your focus. You can perform actions on an issue from the grid, for example, assign, edit, or delete the issue.
- Surveys (SURV)
- Survey Portal (SP)
- Data Capture (DC)
If you select multiple issues, you can perform these actions in bulk. Prefiltered grids are available from Review on the secondary menu. Examples include My Open Issues and Issues Raised by Me.
In location, account, or record grids, if you select a row, you can select issues from the pop-up menu to open an Issues grid for related issues. For locations, the grid displays all issues that are linked to any account or record in that location.
The Issues grid hides all resolved or canceled issues by default. Click Show All Issues to display all issues or click Recently Closed Issues to see issues that were canceled or closed in the last 7 days.
Issue Details page
You can select an issue in the Issues Grid and click View Issue from the pop-up menu to open the Issue Details page.
- Details: Show key details such as status, priority, category.
- People & Dates: Provides details about the assignee and reporter, and the creation and update dates.
- Quantity & Savings: Provides details about the quantitative impact of the issue.
- Attachments: Displays any attachments that are linked to the issue. You can add an attachment by clicking +Add Attachment.
- Activity: Displays comments and a history of activities.
Issue Preview Cards
On the Issues grid, click 
to open the Preview Cards panel. You can see summary information for the issue at
a glance from the panel.
- Issue Description: Shows the complete text of the description field of the issue.
- Activity History: Provides activity details, including who made changes and what the changes were.
- Related Items: Related Items shows the log of alerts that are associated with a given issue. Each related item is an instance of an alert that has been triggered. Currently, this is only relevant to the Interval Metering Analytics module.
- Issue Trend: For issues that are automatically raised as a result of meter alerts, this card provides a summary of the time of day and trigger values of all the related items in a scatter plot view. This section applies to the Interval Metering Analytics module only.
- Comments: Displays comments that were captured against the issue.
- Attachments: Shows the attachments that were added to the issue. You can download, remove, or upload attachments from this section.
Issues Board
An Issues board provides an overview of issues that meet the board definition per status. From the main menu, click to see a list of your Kanban boards, and open a board. The My Work board displays issues that are assigned to you.
- To Do: Issues of status raised.
- In-Progress: Issues of status investigating.
- Submitted: For data capture issues, issues of status submitted.
- Done: Issues of status done or resolved.
- On Hold: Issues of status on hold.
- Red is critical.
- Orange is high.
- Blue is standard.
- Green is low.
The initials of the user assigned to the issue are displayed. The initial S represents a system user.