Overview
Thanks to issue management, Hiboo becomes your dashboard for managing unforeseen events in the field. Now, every employee can report an issue in a matter of seconds from their phone or computer, and all reports are then centralised for fast, reliable monitoring.
The Incidents feature breaks down the silos between operations and maintenance, so you can take action more quickly.
Basic
Note: only organisations that have subscribed to the ‘Maintenance’ module can access ‘Issues’.
Reporting an issue
There are several places to report an issue:
The issue table
The ‘issues’ tab on the machine's profile page
The machine's public page (without even having to log in)
Tracking and managing incidents
This feature is designed to make it easier for you to track and manage issues reported by the field.
Overview - in the issue table, you can see all the issue reported to your fleet, and sort them according to your needs.
Issue details - by clicking on an issue, you can access its details, enabling you to track its progress, from reporting to resolution.
Comments - issues can be commented on to facilitate collaboration.
Assignment - issues can be assigned to a team member. This member will be notified in the application and by e-mail. However, all members of the workspace will have access to the issue.
ℹ️ You can create a work order linked to an issue directly from the issue page. The technician will have access to the complete history and issue details, allowing them to intervene more quickly and effectively.
View a machine's incident history
Whereas the overview allows you to monitor activity, the ‘Incidents’ tab on the machine's profile page allows you to view the history of incidents on the machine, whether or not they have been dealt with. This can help you refine a diagnosis, for example.
Link an issue to a work order
To optimize your workflow, you can generate a work order directly from an issue creation. This method creates an automatic link between the issue and the work order, thus avoiding double data entry.
Once the work order has been created from the issue, you can view the linked information in the following two places:
From the Issue: The associated work order is accessible directly on the global issue page as well as in the details view.
From the Work orders: The original issue is visible on the global work orders page as well as in its details view.
FAQ
Do I necessarily have to assign an incident to someone?
Do I necessarily have to assign an incident to someone?
No, assignment is optional. The only consequence is that no one will receive a notification except if you set up Maintenance Mangers in your workspace settings. However, the incident will be clearly visible in the incident list to all workspace users.