Issues Overview

Fleetio's Issues Module allows users to log and track unexpected, unplanned, or "one-time" type problems and repairs. These services typically do not fit within the routine Preventative Maintenance (PM) category. Examples of Issues include leaks, breakdowns, and failed Inspection checklist items.

Add Issues

There are multiple ways to create a new Issue in Fleetio:

• Click Issues in the Issues section of the Sidebar Navigation, then click the + Add Issue button in the Issues Index.

• Click the + Quick Add menu and select Issue.

• Click the + Add button on the Vehicle Details Page, then select Add Issue.

• Click the + Add button on a Tool Details Page, then select Add Issue.

• Hover over a row in the Tools Index, click the More Actions Button, then select Add Issue.

• Using Sensor Data Snapshots (only applicable on the Premium Fleetio Plan) to create an Issue from your Sensor Data.

Complete the fields in each section of the entry form, where (*) indicates a required field:

Issue Details

1. (*) Asset: Vehicle or Tool for which the Issue is reported
2. Priority: The Issue's level of importance (see: Issue Priority)
3. (*) Reported Date: Date the Issue is reported (defaults to today)
4. Reported Time: Time the issue was reported (defaults to current time)
5. (*) Summary: Brief overview of the work to be done
6. Description: Detailed explanation of the work to be done
7. Labels: Option for tagging/identifying Issues for additional reporting (see: Labels Overview)
8. Reported By: Contact/User reporting the Issue (defaults to the User creating the Issue)
9. Assigned To: Select one or more Contacts (Reminder Notifications will be sent via email to these Contacts)

Overdue Settings

1. Due Date: Deadline for when the Issue should be resolved or closed
2. Primary Meter Due: Meter reading for when the Issue should be resolved or closed

Photos, Documents, Custom Fields

The next section provides entries for you to upload Photos and Documents or enter values into Custom Fields that have been created for the Issues record type.

Click Save Issue when you are finished, or Save & Add Another to continue adding more Issues.

Once the Issue is added, you can click on the Issue Overview to view or edit details and add any comments (including the ability to @mention another user in a comment).

Issue Priority

Issue Priorities help you to organize your Issues in Fleetio by level of importance. Fleetio provides the industry standard priorities of Critical, High, Medium, and Low by default.

Issue Status

Once an Issue is Saved, the Issue Status will be set to Open. If the Overdue Settings thresholds explained above for Date and/or Odometer have been met or exceeded, the Status is also flagged Overdue.

View Issues

Issues can be viewed from the following locations:

Issues Index

Select Issues from the Issues section of the left sidebar menu.

• Switch between Issue Statuses: All, Open, Overdue, Resolved, Closed, or other Saved Views, or click + Add Tab to create a new view (a)
• Use the Search and Filter (b) options to narrow the results displayed, finding Issues by Name, Label, Custom Fields, and more.
• Sort Issues by clicking the Column headers (c)
• Group (d) the Issues Index by Asset, Priority, or Asset Group
• Click Index Settings (e) to manage the columns shown and configure the data and column order
• Click Save View (f) to save the current view as a new tab
• Use the checkboxes (g) to select multiple issues and apply Bulk Actions

Click on an Issue to view its Issue Details Page. Here, you can see the Issue Details, a Timeline of the Issue's progress, and, if the Issue is resolved or closed, the Resolution or Closed Details.

Pinned Fields

Fleetio allows you to pin fields you commonly use to the top of the Details card. Once pinned, these fields will be added to the Pinned Fields subsection. To pin a new field, hover over the field and click the Pin Icon. To unpin a field, click the Pin Icon again.

Reorder your pinned fields by clicking and dragging the reorder icon on the left side.

Vehicle Overview

When looking at the Vehicle Overview, there's a section that lists any issues that are open or overdue and the option to quickly Add Issue.

There's also the Issues tab on the top menu where you can filter issues by status for the vehicle, issues assigned to an individual, and issue labels. You can also use the More Actions Button on any Issue to Edit, Add to Service Entry, Add to Work Order, Resolve with Note, Close, Delete, or Export to CSV.

Tool Details Page

Click the Issues tab on a Tool Details Page.

Issues Report

Selects Reports from the left sidebar menu. Scroll down to the Issues section and select Issues List. Get a quick glance at high-level information, such as issues by status, from the bar charts at the top of the report. The table underneath can be filtered using a wide range of fields, like dates issues were resolved or which issues were created from inspection failures.

Edit or Delete Issues

If you need to make changes or delete an Issue altogether, navigate to the Issue detail, then click the Edit Issue button to Edit or use the More Actions button for Delete.

Add Multiple Issues to Work Orders

There are a few different ways you can add multiple issues to work orders.

1. Expand Issues on the navigation bar and select the Issues submenu.
2. Click the More Actions button on the Issue.
3. Click Add to Work Order.

4. Select one or multiple Issues.
5. Then, select Add to New Work Order.

6. Alternatively, you can select Add to Existing Work Order and choose the Work Order you would like to add the issues to.

 You can also add multiple Issues to a Work Order on the Vehicle Details page.

1. On the sidebar navigation, click the Vehicles submenu and select Vehicles List.
2. Click on the Vehicle to open the Vehicle Details page.
3. Under the Overview tab, locate the Open Issues card.
4. Next to Open Issues, click the More Actions button.
5. Then, click Add to Work Order. Follow the same steps above to either add issues to an existing Work Order or a new Work Order.

Manage Issues - Resolve or Close

Once an Issue has been created, additional actions are required to Resolve or Close the Issue. Resolving an Issue is intended to signify that work was completed to fix the issue. Closing an Issue signifies that no work was done to complete the Issue, but the Issue is no longer considered "Open". Examples of this may include an Issue that was reported but can't be recreated (e.g. an odd noise) or a low priority Issue that you want out of the Open inbox (e.g. a small dent).

From the Issue detail page, the Resolve button provides options to Resolve via Service Entry, Work Order, or Note

To Close an Issue, navigate to the More Actions menu

Option 1: Resolve via Service Entry

After selecting Resolve via Service Entry option, you will have the opportunity to add any other Open Issues to the same Service Entry. Use the checkboxes to select any you wish to include, then click Continue.

Complete the Service Details section, then scroll to Issues. Here, you will again be able to select additional items from the Open Issues list for this vehicle.

Click Save Service Entry, and the Issue status will automatically update to Resolved.

Option 2: Resolve via Work Order

As with the Service Entry option, after selecting Add to Work Order, you will have the opportunity to add any other Open Issues to the same Work Order. Use the checkboxes to select any you wish to include, then click Continue.

Complete the Work Order Details section, then scroll to Issues. Here, you will again be able to select additional items from the Open Issues list for this vehicle.

Click Save Work Order.

When the Work Order is set to a "completed type" status, the Issue status will automatically update to Resolved.

Option 3: Resolve via Note

After selecting Resolve with Note, you will have the opportunity to describe what work was performed to resolve the issue.

Click Resolve Issue, and the Issue status will automatically update to Resolved. The note you left will appear in the Resolution Details and will be added as a comment.

Option 4: Close Issue

An issue may be Closed if there is no work to be done, or it is not necessary to track the Issue resolution.

After you select Close Issue, you will have the option to leave a note describing why the Issue was not Resolved. Once you've entered your reason, click Close Issue. The Issue status will automatically update to Closed.

If you are closing Issues in bulk, you will instead be prompted to confirm. Click OK to proceed:

You may Reopen or Delete a Closed Issue via the drop-down button in the upper right corner of the Issue detail page:

Resolution/Close Details

Once an Issue is Resolved or Closed, you will be able to see a summary of the Issue with details such as the date/time the Issue was Resolved/Closed, any notes that were added, the Time to Resolve, who Resolved/Closed the Issue, and the Resolution Variances.

Resolution Variances

Issues in Fleetio include a "Resolution Details" section which displays Resolution Variances - the elapsed date/time and/or meter between the initial report of the problem and its ultimate resolution via Work Order or Service Entry.

There are 3 Resolution Variances:

• Resolved Date Variance in Days, Hours and Minutes
• Resolution Meter Variance
• Resolution Secondary Meter Variance

These variances calculate the Resolved values minus the Reported At values to provide the difference between the date/time and/or meter values at the time the Issue was reported versus the time the Service Entry / Work Order was completed or the Note was submitted.

Resolution Variances can be included in the Issues List Report and export.

Time to Resolve Dashboard Widget

Enable the Time to Resolve Dashboard Widget under the Issues section on the Dashboard.

The widget displays trends for number of issues and average time to resolve over the last six months. 

Hover over any data points on the chart to view more detailed information and trends.

Issues and Inspections

By default, new inspection forms contain a pre-configured workflow that will automatically generate issues from failed Inspection Items. Once an issue is created, you can track its progress through status changes. If an issue is resolved, the next user that completes the same inspection for the vehicle will be prompted to confirm or reject the resolution. If it's rejected, a new issue will be created.

Issues Notifications

Fleetio will generate various email notifications to ensure the necessary parties are aware of outstanding Issues.

If you are not currently watching the asset, click Watch and you can stay up-to-date on the latest changes for the selected Issue. If you no longer want to receive notifications for an Issue then click Unwatch and future notifications will not be sent.