The issue management module can be configured at global and local levels. In this article, we will explain the different roles related to Issues Management, how to create statuses, categories and configure settings.
Setting up the Configuration
Within a location, navigate to Issue Management. There you will be able to create categories, statuses, assign roles to users and configure settings.
Note: You need to be an issue admin for the location to access this area.
Categories
Categories are a great way for you to sort the issues reported. Once an issue has been raised, admins will be able to sort the issues using the categories.
Categories can be set up at a global level by the Global admin. Those will be applied to all locations. At a local level, the issue admin can use them or create new ones. Those will only be valid for that location.
Use the toggle to enable/disable a category or edit and delete categories by selecting the three dots next to them.
To create a new category simply use the Add Category button.
Statuses
Statuses help admins manage issues. Statuses can be set up at a global level by the Global admin. Those will be applied to all locations. At a local level, the issue admin can use them or create new ones. Those will only be valid for that location.
Use the toggle to enable/disable status or edit and delete statuses by selecting the three dots next to them.
To create a new substatus simply use the Add Category button.
The statuses available by default:
Submitted
Active
On hold
Closed
User resolved
Cancelled
Assigning roles
Once you have been assigned the Issue admin role, you will be able to assign secondary roles.
Issue Admin - This role is assigned via the standard roles page. By default, this user has Administrator level access, which cannot be amended.
Administrator - Can access all areas of issue management. They may configure issue management settings, edit other admins' permissions, manage the entire issues board, assign admins to issues, update issue details, and comment.
Co-ordinator - Co-ordinators do not have access to issue management configuration. They can access the issues board, assign themselves or other admins to issues, update issue details, and comment.
Viewer - Viewers do not have access to issue management configuration. They can access the issues board. The only action they may take is commenting on issues.
To assign roles, head to the location you have been assigned to, and navigate to the Issue Management section. In the Users tab, you click 'can add users' and select their roles.
You can add:
Internal users: Use the search to find the user.
Groups: This can be any groups existing within RICOH Spaces.
External: Add external parties to the Issue Management module. We'll send a magic link via email. This link allows them to view the location's issue boards, with additional limitations set by you.
Settings
There you can set a custom message. When a user raises an issue and submits it, the message will appear.
