Raise Issue

Raise Issue

Issue Management was created to help manage customer issues complaints in a timely, organized fashion. The user can quickly raise an issue and assign it to the appropriate person to resolve.

To raise an issue for the customer file, click Raise an Issue button.

The Raise Issue popup screen will display where users will ;

  • Choose an Issue Reason.

  • Choose the Issue Type that best suits the customer's issue.

  • Choose who to Assign To the issue.

  • There are two check boxes: Link to last Service RO and Link to last Sales Deal. If a contact type is CSI and if Copy and Raise Issue is selected from the Recycle screen, when the Issue Management screen is presented, the Link to last Service RO is checked. If the same steps are taken and Sales is the contact type, when the Issue Management screen is presented, the Link to last Sales Deal is checked.

  • Enter the Issue Notes. The amount of characters allotted in the comments field is unlimited. Note: Comments are permanently saved in the Contact History as well as in All My Issues.

  • Choose who to carbon copy using the CC Option List. An email with the issue details is sent to the CC list.

CC List

All recipients chosen on the CC list will receive an email re: the issue. The email will be sent to the email address used for logging into the DealerMine application.

To view Issues:

  • The Issues indicator is activated on the Issues tab if there are any unresolved issues.

  • The Issues Tab displays all the users Unresolved and Resolved issues.

Resolving an Issue

  • Double click on an issue from the Unresolved or Resolved tab and the user is forwarded to the Customer Profile screen.

    • Note: Only users who were originally assigned an issue can resolve it. If the user is CC’d an issue, they do not have the ability to resolve it.

  • Click the Issue orb at the bottom of the Profile Screen.

  • The Customer Issues screen presents.

  • Click Add Note, Edit or Resolve; fill out the appropriate fields, and click Save.

  • When an issue is resolved and email will be sent to the Reporter and Assignee of the issue. Anyone CC'd will not receive an email notifying them of the resolution.


*If the user adds a note, the note with the user name and date are displayed under the Issue Detail. This was implemented so the user can track the date of any notes added regarding the issue and differentiate between notes added and the original Issue Note.

There is an Option under User Setup > User Access > Issues > Resolution Email, when this feature is turned on for a user, they will receive an email when an issue is resolved.