Issues — what they are and what they are not
This is not a helpdesk or a bug-reporting tool. These are alerts created automatically when a background process cannot finish something and needs a person to decide what to do.
The name is misleading. Issues are not a helpdesk — you cannot report a bug, contact support, or create a task for a coworker here.
An issue is an automatically created alert. It appears when a background process could not finish something: a carrier refused a label, a marketplace sent an incomplete address, an automation action failed, or a stock upload could not find a product.
A person’s job is to review, assess, and resolve the issue — not create it.
Step by step — identify what an alert concerns
Before deciding what to do, find out what the issue is about. It takes a minute.
- Go to Tools → Issues. The address is
/issues. - Click a row to open the side panel. Its header shows
#numberand the issue name. - A BLOCKING badge in the header means the issue stops work. In practice you will not see one — no process currently creates blocking issues (Where issues come from and how they close automatically).
- Read the two fields that say what the alert concerns: Target type (order, shipment, product, document, etc.) and Target ID (the specific number or EAN).
- Check Occurrences. This is the number of repetitions of the same problem on the same object, not the number of separate cases.
- Expand Technical details if the message is not enough. This section appears only when the system has stored a cause.
- A separate red Error message box appears only for issues with an operator-facing description.
- Decide who should handle it. For an order issue, click View order. Once you know who owns it, assign it using Assigned to (Handling an issue — the side panel).
- Do not look for an “add issue” button or a response deadline. This module has neither.
Nobody creates issues manually
There is no “add issue” button in the interface, by design. The system creates every entry (Where issues come from and how they close automatically).
What an issue contains
| Item | Meaning |
|---|---|
| Category | Type of problem, such as missing carrier mapping or an undeliverable address |
| What it concerns | Order, shipment, product, document, return, or integration setting |
| Identifier | A specific object, such as order number or EAN |
| Priority | From 1 (very low) to 5 (critical), default 3 |
| Occurrence count | Number of times the same problem recurred |
| Source | The integration it came from |
| Message | One sentence for the operator |
| Technical details | Collapsible section with the cause history |
There are no statuses — only two markers
An issue does not have a status list. It has two independent markers: resolved and blocking. Filters combine them into all, unresolved, resolved, and blocking.
No SLA or deadlines
The module has no deadlines, due dates, or automatic escalation. “Escalation” here means only a manual priority increase by a person (Handling an issue — the side panel).
If your process needs response-time monitoring, someone has to review the list; the system will not remind them.
Different from “report a location problem” on the terminal
The warehouse terminal has a separate feature for reporting a location problem. It does not create an issue in this module — it marks the location for review and starts an automation. The names are similar, but the mechanisms are different.
Where to find it
Go to Tools → Issues. A counter beside the menu item shows unresolved issues.
Issues related to a particular order also appear on its page.
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