Issues and subtasks: what they are and where to keep them

Issues help you break the work on a Case into specific steps, assign an assignee and a deadline, and the Works inside Issues let you track the time spent. The Service acceptance act is then assembled from the Works.

Where Issues are created

An Issue always belongs to one of three objects, each of which has an "Issues" tab:

• Case — general Issues for the Case;
• Contract — Issues within a specific Contract;
• Court case — Issues for the court proceedings.

Issues can be split into subtasks — on the Issue page.

Issue number

The number is assigned automatically: the prefix of the object the Issue belongs to (Case, Contract or Court case) and a serial number, for example ABC-3. Subtasks are numbered the same way, by the prefix of the main object.

Statuses

• Created — the Issue has just been created;
• In progress — the status is set automatically when you add a Work to the Issue or create a subtask;
• Completed — the Issue is completed.

When the first Issue appears in a Case, Contract or Court case, their "Created" status automatically changes to "In progress".

Priority and due date

The due date is not set manually: it is calculated from the priority, starting from the date the Issue was created.

• Critical — 1 day;
• High — 3 days;
• Medium — 5 days;
• Low — 7 days.

If you change an Issue's priority, the deadline is recalculated from the current day. When three days or fewer remain until the deadline, a "remaining…" mark appears on the Issue page, and an overdue Issue shows "overdue…".

Issues on the Dashboard

The "Issues" card on the Dashboard shows all unfinished Issues of your account. You can filter them by priority and by deadline: overdue, for today, for the week, for the month.