After an issue is created, assess it though the Assessment tab to determine its classification, priority, and ownership. This helps identify the person responsible for managing the issue until it is resolved.
Use the Follow-up tab to document stakeholder feedback, communications, actions taken to investigate or resolve the issue, and any other relevant notes throughout the issue lifecycle.
Use the Root Cause tab to document contributing factors and identify the underlying causes of the issue. This helps prevent similar issues from occurring in the future.
Use the optional Analysis tab to document how the issue is being managed and resolved.
This article explains how to assess, follow up on, analyse, and manage an issue throughout its lifecycle, including:
Access an Issue
- Navigate to Issues in Stakeholder engagement.
- Open the issue you want to close.
- Click the Actions menu.
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In the Workflow section, select Access.
- On the Access form, enter the required information.
- Subject categories: Select one or more categories that best describe the subject or nature of the issue. Subject categories help classify issues for reporting, analysis, and tracking purposes.
- Risk: Select the risk level associated with the issue.
- Assessment comments: Optionally, enter additional details or observations related to the issue assessment.
- Fill in additional fields as needed.
- Click the Access button to record the assessment.
Follow Up on an Issue
- Navigate to Issues in Stakeholder engagement.
- Open the issue you want to close.
- In the left-hand menu, select Follow-up.
- On the Add - Follow-up form, enter the required information.
- Follow-up type: Select the type of follow-up being recorded, such as Stakeholder Feedback, General Note, or Action.
- Date: Enter the date for the follow-up activity.
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Description: Enter details about the follow-up, including feedback provided, actions taken, or any other relevant notes.
- Enter any additional information and upload supporting documents, as needed.
- Click Save to record the details.
Add Root Causes to an Issue
- Navigate to Issues in Stakeholder engagement.
- Open the issue you want to close.
- In the left-hand menu, select Root causes.
- On the Add - Root causes form, enter the below details.
- Root cause: Select the factor that contributed to the issue.
- Comments: Enter additional details about the root cause, including supporting information, observations, or findings from the investigation.
- You can also flag Create another to create a new record.
- Click Save to record the root cause.
Analyse an Issue
- Navigate to Issues in Stakeholder engagement.
- Open the issue you want to close.
- In the left-hand menu, select Analysis.
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Click the Edit (pencil) icon in the upper right corner of the information page.
- On the Analysis form, enter the below details.
- Measure adopted: Enter the actions taken to address and resolve the issue.
- Official response: Enter the official response provided regarding the issue.
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Link to commitment: Associate the issue with related commitment records to track and manage obligations related to the issue.
- Click the Save button.
★ Tip: Use the Reassess option from the Actions menu to revisit the Assessment and Analyze section at any time before closing the issue.