> ## Documentation Index
> Fetch the complete documentation index at: https://kb.manage.management/llms.txt
> Use this file to discover all available pages before exploring further.

# Issue Management for Directors

> How to triage, assign, and resolve building issues

## Managing Issues

When residents report issues, they land in a shared queue that directors and management companies can triage, assign, and track through to resolution. This replaces email chains and lost messages with a clear, auditable record.

## The issue list

The **Issues** area shows all reported items with filtering by:

* Status: Reported, In Progress, Scheduled, Completed, Cancelled
* Type: Maintenance, Safety, Financial, Complaint, General
* Severity: Low, Medium, High, Critical
* Scope: Personal (one unit) or Building-wide
* Assigned property manager

## How to triage an issue

<Steps>
  <Step title="Review new reports">
    Open the Issues list and filter by **Reported** status to see what needs attention.
  </Step>

  <Step title="Check severity and scope">
    Critical safety issues need immediate action. Building-wide issues affect more people than personal ones.
  </Step>

  <Step title="Assign responsibility">
    Allocate the issue to the right person — a director, contractor, or managing agent.
  </Step>

  <Step title="Update the status">
    Move the issue to **In Progress** or **Scheduled** so the reporter knows it is being handled.
  </Step>

  <Step title="Add internal notes">
    Use notes to record contractor quotes, site visits, or decisions that should not be visible to the resident reporter.
  </Step>

  <Step title="Close the loop">
    When resolved, mark the issue **Completed** and add a summary of what was done.
  </Step>
</Steps>

## What you can do

<CardGroup cols={2}>
  <Card title="Change severity" icon="alert-triangle">
    Escalate or downgrade based on new information
  </Card>

  <Card title="Recategorise" icon="tag">
    Move an issue between Maintenance, Safety, Financial, Complaint, or General
  </Card>

  <Card title="Assign teams" icon="users">
    Route work to property managers, directors, or external contractors
  </Card>

  <Card title="Link documents" icon="paperclip">
    Attach quotes, inspection reports, and certificates to the issue record
  </Card>

  <Card title="Add updates" icon="message-square">
    Post visible updates so the resident knows progress is being made
  </Card>

  <Card title="Filter and search" icon="filter">
    Find issues by type, severity, status, team, scope, or assignee
  </Card>
</CardGroup>

## Critical issues

Issues marked **Critical** should trigger immediate action:

* Safety hazards (fire, structural, electrical)
* Security breaches (broken locks, access failures)
* Water leaks affecting multiple units
* Any issue that puts residents at immediate risk

For genuine emergencies, use the issue to create a record, but contact emergency services or contractors directly without waiting for the platform workflow.

## Tips

<CardGroup cols={2}>
  <Card title="Respond within 24 hours" icon="clock">
    Even if you cannot fix it immediately, acknowledge the issue so the resident knows it is seen
  </Card>

  <Card title="Use severity consistently" icon="scale">
    If every issue is High, the filter becomes meaningless
  </Card>

  <Card title="Keep documents attached" icon="folder">
    Quotes, invoices, and reports linked to the issue create a full history
  </Card>

  <Card title="Close promptly" icon="check-circle">
    Marking an issue Completed stops follow-up questions and clears the queue
  </Card>
</CardGroup>