Issue Management

In an ideal world all businesses run smoothly, all eventualities are covered by a plan and nothing unforeseen ever happens.
CC Tracker manages the Issue Resolution process for businesses in the real world where things aren’t quite that simple.

Formal Issue Resolution

CC Tracker supports the operation of a formal process for dealing with issues by 

  • Acting as a central repository for all issues. 
  • Allowing supervisors to allocate an issue to the most appropriate member of staff. 
  • Allowing staff to record their progress on each of their issues. 
  • Providing management with vital information on the project’s progress, and, where client issues are raised, realistic detail of the outward service levels. 
  • Recording all changes automatically to a permanent audit log.

Key Features

  • Issue, the core data record. This is created when an Issue is reported and is updated as it progresses through the system. 
  • Sophisticated search facility allows users to retrieve sets of issues. 
  • Drill down reports present Managers and Team leaders with quick-to-read overviews of the issues within their field of responsibility. 
  • Issue Aggregation is used by supervisors to clarify the issue management where several users have raised the same issue. 
  • Email notification to communicate changes of the Issue’s state.

Bespoke for your Organisation

The core functions can all be customised to follow the processes and responsibilities that your organisation uses. Extra fields can be added to match your particular data needs.

For each field in an issue, you can decide whether it is mandatory, visible to users in certain roles or locked at certain statuses.

The appearance of the application can be customised for your organisation and integrated into your current website or intranet if required.

User Roles

There are 3 suggested basic roles 

  • User – Single person or client organisation who can raise issues and track the progress of issues raised by them. 
  • Allocator – Service delivery manager with responsibility for categorising all issues and allocating them for resolution.
  • Resolver – Person who has issues allocated to them. They undertake any tasks necessary to resolve the issue, and then update the system with information describing the resolution of the problem.

The underlying object orientation and data structures allow the creation of any number of user roles to provide access-control to the system features.