Issue Tracker Feature – FAQ
What is the Issue Tracker feature used for?
The Issue Tracker is a ticketing system that allows users to report issues that occur at an outlet or their office, whether related to equipment or other matters. It helps ensure problems are tracked, assigned, and resolved in a structured way.
Who can raise an issue?
All active users can raise (create) an issue in the system.
How do I raise an issue?
For a full step-by-step guide, you can refer to this link: How to report an issue in TreeAMS , 📺 Or watch the video tutorial of a Manual Report below: and the video tutorial of a Barcode Scan Report below (only available on mobile or tablet):
Who can fix an issue?
Only users who belong to a Team with the type “Issue” are authorized to fix issues. These users are referred to as the Fixer Team.
How will the Fixer Team know if an issue has been raised?
When an issue is raised, the Fixer Team automatically receives notifications via Email and In-app Notification.
What are the available issue statuses?
There are four statuses to track issue progress:
- Open → Default status when an issue is created.
- Resolved → The Fixer Team has addressed the issue.
- Hold On → The Fixer Team has paused or is waiting for further action/input.
- Closed → The issue raiser confirms the issue is fully resolved and closes the ticket, or the system closes it automatically if the admin has set an auto-close setup for that issue type.
Who can change the issue status?
- Open and Closed → can only be changed by the Issue Raiser.
- Resolved and Hold On → can only be changed by the Issue Fixer.
How can I interact with the Fixer Team about my issue?
You can use the comment section inside the issue ticket to communicate, ask for updates, or provide additional information.
What happens after an issue is marked as Resolved?
The Issue Raiser should review the update. If the problem is indeed solved, they can change the status to Closed. If not, they can leave a comment for clarification.
Although, if you are a Site Admin or a Site User with the sub-role TreeAMS Issue Manager, you can configure an auto-close setup for specific issue types. In this case, the system will automatically mark the issue as Closed after the defined conditions are met.
Can I reopen a closed issue?
No. Once an issue is marked as Closed, it cannot be reopened. If the same problem occurs again, you need to raise a new issue.
Who should I contact if the Issue Tracker itself does not work?
If you encounter technical issues (e.g., can’t raise or update issues), please contact your Manager/Administrator.