Handling an issue — the side panel

Clicking a row opens a side panel, not a separate page. This lets you use J and K to move through the filtered list without returning to the table. The counter at the top shows your position.

Step by step — handle one issue

1. Go to Tools → Issues. The list opens on unresolved issues (Issue list — columns, filters, and cards).
2. Click a row to open the side panel.
3. Read the message, then check Target type and Target ID to see what the issue concerns.
4. Check Occurrences. A value such as 12x means the problem keeps coming back, not that it happened once (Where issues come from and how they close automatically).
5. Expand Technical details if the message is not enough; it shows the raw cause.
6. For an order issue, click View order to open it in a new tab.
7. Set priority using the stars beside Priority. Note: raising it to 4 or 5 notifies all company administrators (Issue notifications — subscriptions per integration).
8. Assign the issue using Search user... beside Assigned to, then choose someone from the list. Clear the field to remove the assignment.
9. Add what you found in Add a note..., then press Enter or click the send icon beside it.
10. Fix the underlying cause outside this module.
11. Only then click Resolve (shortcut R). Closing an issue because it “is not a problem right now” makes recurrences almost invisible.
12. Refresh the list and make sure the change stuck. The server can deny a change without a message; see below.
13. Press J to move to the next issue without closing the panel.

To reopen an issue closed by mistake, click Reopen.

What you can do

Reopening works fully: a closed issue can be reopened and handled again. Its resolution date and resolver are cleared.

“Escalation” means raising priority

There is no separate escalation button. Raising the stars is escalation: it notifies subscribers, and priority 4 or higher also notifies every company administrator (Issue notifications — subscriptions per integration).

Notes

A note is saved with date and time; the newest appears first. There is also an automatic save after a short period without activity.

Note: notes and the “resolution comment” are the same field. This has two consequences: bulk Resolve overwrites all notes (Issue module pitfalls), and two people editing at once overwrite each other’s work.

If an issue needs discussion, it is safer to choose one person to own it.

What the panel does not have

There is no comment thread, attachments, manual order linking, deadline, or delete action. Issues cannot be deleted from the interface or through the API. Closed issues remain permanently as a record.

If a change “will not save”

Sometimes a priority, assignment, or status change looks successful but returns to its previous value after refresh. This means the server rejected it and no message was shown, most often because you lack permission.

Practical rule: refresh after an important change and check that it persisted.