Issue
Overview
Below is a business‑focused explanation of the Issue document in Dafater, written for operational and management users.
What the Issue document is used for
The Issue document is used to record, track, and manage customer or internal support requests in a structured and consistent way. It acts as the central place where problems, complaints, inquiries, or service requests are logged and followed up until resolution.
From a business perspective, Issue helps Dafater users:
- Ensure no customer concern is lost or forgotten
- Maintain accountability for support teams
- Measure service quality and response times
- Build a clear history of interactions with customers or internal users
Prerequisites and setup before using Issue
Before using Issue effectively, the following business setups should be in place:
- Support teams or responsible users defined, so Issues can be assigned and followed up
- Customers, leads, or internal departments created, depending on who raises Issues
- Standard issue categories or types (such as Complaint, Inquiry, Request, Technical Problem)
- Priority levels (for example: Low, Medium, High, Critical)
- Service policies or response expectations, if the business tracks service levels
These preparations ensure Issues are handled consistently and aligned with business service standards.
Typical workflow and how Issue fits into business processes
A common business workflow for Issue looks like this:
Issue is reported
A customer, employee, or partner reports a problem or request through email, phone, portal, or internal communication.Issue is logged
The support or service team creates an Issue record, capturing key details such as description, priority, and source.Assignment and review
The Issue is assigned to the appropriate team or individual responsible for resolution.Investigation and action
The assigned user works on resolving the Issue, communicates with the requester, and records updates.Resolution and closure
Once the problem is solved or request fulfilled, the Issue is marked as resolved or closed.Reporting and improvement
Management reviews Issue data to identify recurring problems, service gaps, or training needs.
This workflow helps Dafater align support activities with customer satisfaction and operational efficiency.
Key business scenarios where Issue is essential
The Issue document is critical in scenarios such as:
Customer support and helpdesk operations
Tracking customer complaints, questions, and service requests.After‑sales service management
Managing problems reported after product delivery or service completion.Internal support requests
Handling internal issues raised by employees, such as process or system‑related concerns.Quality and service improvement
Identifying recurring Issues to improve products, services, or internal processes.Audit and accountability
Maintaining a documented history of how problems were handled and resolved.
Important considerations for users
When working with Issue, users should keep the following in mind:
- Be clear and specific when describing the Issue to avoid delays or misunderstandings
- Set the correct priority, as this directly affects response time and resource allocation
- Update the Issue regularly to reflect progress and communication with the requester
- Close Issues properly only after confirmation that the problem is resolved
- Use Issue data for analysis, not just resolution, to improve overall service performance
In summary, the Issue document in Dafater is a vital business tool for managing support requests, maintaining service quality, and ensuring accountability across customer and internal service operations.
Basic Information
- Module: Support
- Document Type: Setup
Fields
| Field Name | Label | Type | Required | Options | Description |
|---|---|---|---|---|---|
| naming_series | Series | Select | ISS-.YYYY.- | Defines Dafater issue numbering pattern for consistent identification | |
| subject | Subject | Data | ✓ | - | Short summary describing the customer issue or request |
| customer | Customer | Link | Customer | Customer associated with this issue in Dafater | |
| raised_by | Raised By (Email) | Data | Email address of person who reported the issue | ||
| status | Status | Select | Open, Replied, On Hold, Resolved, Closed | Current lifecycle status of the issue | |
| priority | Priority | Link | Issue Priority | Business priority determining issue handling urgency | |
| issue_type | Issue Type | Link | Issue Type | Category defining the nature of the issue | |
| issuesplitfrom | Issue Split From | Link | Issue | Original issue from which this issue was created | |
| description | Description | Text Editor | - | Detailed explanation of the reported issue | |
| servicelevelagreement | Service Level Agreement | Link | Service Level Agreement | Applicable SLA governing response and resolution timelines | |
| response_by | Response By | Datetime | - | Deadline for first response as per SLA | |
| resetservicelevel_agreement | Reset Service Level Agreement | Button | - | Recalculate SLA timelines based on current conditions | |
| agreement_status | Service Level Agreement Status | Select | First Response Due, Resolution Due, Fulfilled, ... | Current SLA compliance status for this issue | |
| slaresolutionby | Resolution By | Datetime | - | SLA-defined deadline for issue resolution | |
| servicelevelagreement_creation | Service Level Agreement Creation | Datetime | - | Date and time when SLA was applied | |
| onholdsince | On Hold Since | Datetime | - | Timestamp since the issue was put on hold | |
| totalholdtime | Total Hold Time | Duration | - | Total duration the issue remained on hold | |
| firstresponsetime | First Response Time | Duration | - | Time taken to provide initial response | |
| firstrespondedon | First Responded On | Datetime | - | Date and time of first response | |
| avgresponsetime | Average Response Time | Duration | - | Average response time across all communications | |
| resolution_details | Resolution Details | Text Editor | - | Explanation of how the issue was resolved | |
| opening_date | Opening Date | Date | - | Date when the issue was initially logged | |
| opening_time | Opening Time | Time | - | Time when the issue was initially logged | |
| slaresolutiondate | Resolution Date | Datetime | - | Actual date and time of issue resolution | |
| resolution_time | Resolution Time | Duration | - | Total time taken to resolve the issue | |
| userresolutiontime | User Resolution Time | Duration | - | Time spent by users contributing to resolution | |
| lead | Lead | Link | Lead | Sales lead associated with this issue | |
| contact | Contact | Link | Contact | Primary contact person for this issue | |
| email_account | Email Account | Link | Email Account | Email account through which issue was received | |
| customer_name | Customer Name | Data | - | Customer name captured for reference and reporting | |
| project | Project | Link | Project | Project linked to this issue for tracking | |
| company | Company | Link | Company | Company responsible for handling this issue | |
| viacustomerportal | Via Customer Portal | Check | - | Indicates if issue was raised through customer portal | |
| attachment | Attachment | Attach | - | Supporting files or documents related to the issue | |
| content_type | Content Type | Data | - | Type of content received with the issue |
Permissions
| Role | Read | Write | Create | Delete | Submit | Cancel |
|---|---|---|---|---|---|---|
| Support Team | ✓ | ✓ | ✓ | ✓ |
Related DocTypes
| DocType | Relationship | Module |
|---|---|---|
| Task | Linked from | Projects |
| Company | Links to | Setup |
| Contact | Links to | Contacts |
| Customer | Links to | Selling |
| Email Account | Links to | |
| Issue | Links to | Support |
| Issue Priority | Links to | Support |
| Issue Type | Links to | Support |
| Lead | Links to | CRM |
| Project | Links to | Projects |
| Service Level Agreement | Links to | Support |