Issue Screen

Updated on 27 May 2023

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The Issue screen allows you to view, create, or update issues. Updating an issue typically involves adding a comment documenting steps taken to address the issue in question. It may also involve changing any of the other issue fields. Whenever you create or update an issue, Aspire sends email notifications containing the history of changes made. Note that comments not marked public are excluded from the history of changes in any email sent to a customer.

Aspire sends emails to the following individuals.

Property Account Owner unless this person is the one making the update.
Property Operations Manager unless this person is the one making the update.
Contacts that are listed in the Assigned To field (see below) unless the person is the one making the update. Maybe any contact.
Property Primary Contact is included if Include Client is checked.

Note:

Issues can also be created and updated from Crew Mobile. Email notifications for issues created or updated in Crew Mobile are never sent to the customer – only to employees and contractors. Additionally, the notifications for issues created or updated in Crew Mobile are sent to the route manager.

The Issue screen can be displayed from the following locations in Aspire:

By clicking Quick Menu on the Toolbar.
From the Activity Search List screen by selecting the (New Issue) option or by clicking an existing issue in the search list.
From the Work Ticket screen, select (New Issue) in the Activities section of the Work Ticket detail page.
From the Properties screen, select (New Issue) in the Activities section of a Property details page.
From the Opportunity screen, select (New Issue) in the Activities section of an Opportunity details page.

The following table describes the screen elements.

Screen Element	Description
Assigned To	This multi-select box allows you to choose multiple contacts associated with the issue. Typically, assigned employee contacts will have responsibility for addressing the issue, whereas assigned customer contacts will be stakeholders interested in having the issue resolved. Assigning the issue to a contact makes the issue available in the Activities List on the Contact screen for that contact. It causes an email to be sent to you each time the issue is updated, except for you, who is updating the issue. See the Public checkbox description below for more information. The assignment can also filter the Activities search list based on the Assigned to Contact field.
Regarding	This combo box allows you to associate a property, opportunity, or work ticket with the issue. If you choose one of these, the issue will also be available from the More Activities on the appropriate Property, Opportunity, or Work Ticket screen. Once you have entered a value into this field, an icon is displayed identifying the type of entity you have chosen: Property, Opportunity, or Work Ticket. Additionally, a pinpoint will appear. Clicking this displays a Google map pinpointing the location of the associated property.
Priority	This drop-down list allows you to specify a priority for the issue. The priority can be specified as High, Normal, or Low.
Subject	Allows you to specify the subject of the issue. You can type any text into the field. Additionally, Aspire allows you to insert expandable tokens that are replaced by appropriate values when you save the issue. Note that the available tokens are different depending on whether you have selected a property, opportunity, or work ticket in the Regarding field. Expandable tokens are only available if a value has been provided in the Regarding field.
Due Date	Allows you to specify a date by which the issue is expected to be fully addressed. You can enter a value directly into the field or use the Date icon immediately to the right of the field to select a value.
Category	Provides a drop-down list allowing you to select a category for the activity. You define the valid activity categories on the Admin List Activity Category screen. Some common categories include Phone Calls, QA, Letters, To Do, Service Requests, Complaints, Property Damage, Email, and Injury.
Include Client	When you enable the Include Client checkbox, an email will be sent to the primary contact for the property associated with the Regarding field each time the issue is updated. Note that the issue will not be available in the Activities List on the Contact screen for the primary contact of the associated property unless that person is also included in the Assigned To field of the Issue screen.
Opportunity Hyperlink	Issues may result in creating a work ticket to address the issue. If no work order has been created for the issue, a hyperlink displays as “Create New Opportunity….” Clicking this hyperlink initiates the creation of an opportunity in the same manner as if you created an opportunity from the Property screen. For this hyperlink to function, a property, opportunity, or work ticket must be selected in the Regarding field. The new opportunity will be created based on the property determined from the value in the Regarding field.
Notes	RTF field that allows you to add a note to the issue. When you enter a note and click Save, the note gets added to the list of notes shown at the bottom of the Issue screen. Aspire allows you to insert expandable tokens replaced by appropriate values when you save the issue. Note that the available tokens are different depending on whether you have selected a property, opportunity, or work ticket in the Regarding field. Expandable tokens are only available if a value has been provided in the Regarding field.
Public Checkbox	When you add a new note to the issue and click Save, Aspire will send a notification email to non-employees only if this checkbox is checked. When public summary emails are sent, comments that are not marked as public will not be included in the summary contained in the email.
Note Log Area	List of notes that have been recorded explaining or showing progress on addressing the issue.
Create a Copy	Clone an issue from the New Issue modal to use as a template instead of manually creating a new one by navigating to the New Issue modal from the Quick Menu.
Cancel	Clicking this button leaves the Issue screen without saving any changes.
Print Icon	Clicking this prints the issue.
Complete	Clicking this marks the issue as having been thoroughly addressed.
Save	Clicking this saves any changes to the issue and initiates the sending of appropriate emails based on the updates to the issue.

Navigate to the issue from the email generated by clicking on the hyperlinked Issue # or navigate to the subject of the issue by clicking on the Regarding hyperlink.

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