This guide explains how users can report operational, technical, or administrative problems encountered at the center. Submitting accurate and detailed issue reports ensures timely review and resolution by the appropriate support teams.
Step 1: Access the page
- First access the Center Management section by clicking on the hamburger menu (☰) item. See image above.
- Next click on the + button, to expand the Center Management section.
- Then click on “Open new center issue” link from the Center Management section. Once you click on this link, you are taken to the New Center Issue page.
Step 2: Navigation
- Home Button (Top Left): Takes you back to the dashboard.
- Page Title: New Center Issue – this is not clickable.
Step 3: Create New Center Issue - fill in the issue details.
On the New Center Issue page (see image above), you will need to provide the following information:
- Type*
- Click the dropdown menu labeled Type.
- Select the most appropriate issue category from the list (image below).
👉 Examples of issue type:
- BILLING: Billing/Payments
- FAC: Facilities
- PROGRAM: Program related
2. Description*
- Enter a detailed explanation of the issue in the text box provided (image below).
- Be as specific as possible so the issue can be reviewed and resolved efficiently.
⚠️ Note: Fields marked with an asterisk (*) are required.
Step 4: Submit the Issue
Once all required fields are completed, click the Create button to submit the issue. If you do not wish to continue, click Cancel to return to the dashboard without saving.
✅ Tip: Always review your entry before clicking Create to ensure the description is clear, complete, and free of errors. A well-documented issue helps support teams respond more quickly.
Step 5: After Submission
Once you click Create to submit the issue:
- You will be redirected to the Center Issue page, where the issue details will be displayed.
- A unique Issue Number (Issue #) will be assigned to your submission.
- You can use this Issue # to track the status, follow up on progress, or reference the issue in future communications.
✅ Tip: Record or take note of the Issue # for easy access when checking resolution status or providing updates.
Step 6: Taking Action on Center Issues
Close Issue
- Use this button to mark an issue as resolved.
- Add a note in the Responses box to explain the resolution.
- Click Close to save and finalize.
- Once closed, the issue will no longer appear in the Open Issues list.
Responses Section
- The Responses box is used to document updates or resolutions.
- Enter notes to track progress. When closing an issue, provide a final note explaining how it was resolved (e.g., “Fixed by maintenance”).
- Click Close to save or Cancel to exit without saving.
- All responses are saved as part of the issue history.
Re-open Issue
- Use this button to re-open a previously closed issue if additional follow-up is required.
- Once re-opened, the status changes back to Open, allowing you to continue tracking updates and responses.
- Enter notes in Responses box to track progress.
- Click Re-open to save or Cancel to exit without saving.
Other Center Issues
- Displays the list of all issues reported at the same center.
- Use this to compare or check for related problems at your site.
All Open Issues
- Displays all unresolved issues at the center.
- Use this view to monitor pending problems and prioritize tasks.
✅ Tip:
- Review existing issues before reporting a new one to avoid duplicates.
- Regularly review Open Issues to track pending tasks.
- Communicate with your manager if you’re unsure how to categorize or escalate an issue.