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Report issues

This article shows you how to report issues via the web app and the mobile app.

What are issues?

The Issues feature allows you and your team to report things that don't look right. Be it observations, incidents, or hazards. The feature aims to empower your workers to report and collaborate with relevant teams to resolve issues as quickly as possible. As part of reporting each issue, users can capture key information such as location, weather condition, answer critical questions, and even attach photos or videos, to provide the full context.

Users must have SafetyCulture version 23.32 or later to view more than 10 issue categories.

Take note

  • When you report an issue whilst offline, the issue will display the location coordinates instead of the full address.

  • Comments and attachments in each issue's timeline cannot be edited or deleted.

  • Date and location of an issue cannot be edited, this information will be pulled from the device's settings.

  • You can only upload one video at a time when reporting an issue via the mobile app, but you can upload more videos later on.

  • To add more context, you can upload attachments to each issue:

    • PDF files: Up to 20MB per file

    • Photos: Up to 10MB per photo

    • Videos: Up to three minutes or 1.5GB in size per video

Report an issue

  1. Log in to the web app.

  2. Select Issues from the menu on the left-hand side.

  3. Click Plus iconReport issue on the top of the page.

  4. In the window, select the issue category.

  5. Enter an issue title, and answer any required fields accordingly. Depending on whether the field or question has been enabled for the issue category, you can:

    • Add a description, as well as photos or videos of the issue, to provide more context.

    • Select the site, if sites have been enabled in your organization.

  6. Click Submit.

  7. In the issue timeline, you can:

  1. Open the mobile app.

  2. Tap on Issues at the bottom of your screen. If you see Training iconTraining at the bottom of your screen, tap Assets gallery view iconMore and select Issues.

  3. Tap image at the lower-right corner of your screen.

  4. In the pop-up window, select the issue category.

  5. In the text field, enter an issue title, and answer any required fields accordingly. Depending on whether the field or question has been enabled for the issue category, you can:

    • Add a description, as well as photos or videos of the issue, to provide more context.

    • Select the site, if sites have been enabled in your organization.

  6. Tap Submit.

  7. At the bottom of your screen, tap image to select the users you want to notify or select Later.

  8. In the issue timeline, you can:

    • See the weather of the issue's location.

    • See the location of the issue.

    • Comment and answer custom questions.

    • Create actions.

    • Tap Add details at the upper-right corner of your screen to provide more details.

  9. Tap image at the lower-left corner of your screen to: Extra options in an issue on the mobile app.

    • Upload media attachments.

    • Start an inspection.

    • Notify someone.

Location access is required to capture the location when reporting issues.

Issue fields

You can use the following fields for each issue to provide as much detail as possible for your team:

Field

Description

Title (required)

The issue title. This automatically populates with the issue category appended by the date and time the issue is reported. Allows up to 255 characters.

Description

The issue description. Allows up to 500 characters.

Status

The issue status. New issues by default, start with the "Open" status.

Category

The issue category. Please note that updating the category of an issue does not trigger new alerts for the relevant groups.

Site

The issue site.

Assignee

The issue assignee. You can assign issues to anyone in your organization, which the assignees would by default receive email and app push notifications unless configured otherwise. Please note that assigning issues to yourself does not trigger notifications.

Priority

The issue priority.

Due

The issue due date and time.

View report

The link to view the issue web report, including all details and its timeline.

Unique ID

The auto-generated unique ID of an issue. All issues get assigned with a unique ID, so you can easily locate and reference the issue you're looking for.

Timeline

The issue timeline logs every change in the issue, including updates to issue title, description, status, and details. You can add comments, photos, and videos, as well as answer custom questions to work with your team in resolving the issue.

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