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Managing Issues

Manage non-conformance, corrective and preventive actions (CAPA), safety issues, environmental issues, audit findings, supplier issues, customer complaints, etc

Use the Issues module to manage non-conformance, corrective actions, preventive actions, safety issues, customer complaints, supplier issues, audit findings and any other types of issues.

In Toolbox there is a pre-set list of issue types to get you started, but the list can be configured to suit the kinds of Issues you want to track as well as the terms you use.

Here's an example of the kinds of Issues you could track in Toolbox:

  • Audit Finding
  • Customer Quality Issue or Complaint
  • Design/Specification Issue
  • Document Change
  • Environmental Issue
  • Improvement Request
  • Maintenance Issue
  • Product/Process Non-conformance
  • Safety Issue (Hazard, Personal Injury, Near Miss, Property Damage, Other)
  • Software Issue
  • Supplier Quality Issue

When a non-conformance or other issue is identified, it is added to Toolbox and described with the aid of images and/or files as necessary.


As the issue is processed, corrective 'Actions' are recorded. These 'Actions' tell the story of the issue and form an audit trail of the corrective actions taken

Actions are assigned to different categories to describe the progress of the issue. As actions are added, the workflow state of the issue changes from 'open and assigned' through 'in-progress', and finally to 'verified and closed'. The progress of the issue is shown visually.


The 'Reports' section of Toolbox includes interactive charts to give you an overview of activity in the Issues module. You can click on parts of the chart to redefine the data being displayed.


An Issue is assigned to the person responsible for the next step in resolving the issue. The assignee and the user who added the issue will automatically be 'subscribed' to the issue. This means they will receive email notifications when the issue is created and when actions are added. You can easily add extra subscribers if you think someone needs to know what's going on. It is also possible for any user to subscribe themselves to the issue to stay informed of developments.

Open up the search form to the right of the Issues list to narrow down the search results and find the issue(s) you're looking for. There are quick links to 'late' issues, 'my' issues, and 'show all'.

Issues can link to other content in Toolbox via the 'Related Items' field. You can also add a URL to link an external resource relevant to the Issue.

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