Effective issue management involves the swift identification, documentation, prioritization, and resolution of issues that can impact an organization's compliance or operations. It provides organizations with a systematic process for addressing challenges as they arise.
The 6clicks’ Issues & Incidents module allows organizations to automate issue handling and resolution through a centralized register, business-facing issue submission forms, workflows, actionable items and insightful reporting, and task tracking.
A recent update on the Issues & Incidents module has introduced Issue History, which gives users a better way of tracking issue activities. We’ve also released several user interface (UI) improvements to the Issues & Incidents module.
What are the features of the Issues & Incidents module?
The Issues & Incidents module consists of the Issues Library, Issues Register, and Issue Forms which make up 6clicks’ Issues and Incident Management solution.
The Issues Library is where you can create issue and incident templates to help with issue identification. From the Issue Forms, you can then create custom submission forms that you can easily share with team members via unique URLs so they can identify and report issues and incidents.
Meanwhile, the Issues Register stores all the issues and incidents identified by your organization.
From the Issues & Incidents module, users can click ‘Create issue or incident’ to identify a new issue in the Register. Users can choose from different types of issues such as an assessment result, vulnerability, and more to accurately categorize an issue. All created issues are then listed on the Register which users can sort using custom filters.
To manage an issue, users can select an issue from the Register and fill in the description, set the priority, update the workflow stage, and assign owners and access members. Issue actions can then be created for delegating tasks to remediate the incident, with reporting to help track and manage the full lifecycle. Documents can also be uploaded and other data such as control sets, risks, third parties, and assets can be linked to an issue to enhance context.
Previously, editing an issue in the Register created “versions.” Whenever a user wanted to make changes to an issue, they would have to change the status of the issue and publish a new version while the previous version is stored under the Versions drop-down list. This added an unnecessary step in the process and created multiple copies of an issue without really tracking the user activity within the issue.
The latest enhancement to the Issues & Incidents module solves this problem by removing the issue versioning function and introducing Issue History.
What is the Issue History feature?
Since issue versions are now removed, users no longer need to manually switch the status of an issue to ‘Edit’ and ‘Publish’ whenever they want to update the details of the issue. This means that users can select an issue from the Register and directly apply changes to it and each activity will be recorded under the History tab.
Under the Issue Details, users can easily navigate to the History tab to see which users made changes to the issue, when these changes were made, and what specific changes were made, such as when a user updates the status of an issue action or when a user adds another issue owner.
With Issue History, all changes to an issue, such as ownership, workflow movement, and action completion, are consolidated in one audit trail, creating a single source of truth that issue owners and assignees can refer to when checking the progress of an issue. Overall, the Issue History feature enables organizations to optimize their entire issue management lifecycle, promoting transparency, traceability, and accountability in the process.
This new upgrade also entails retaining only the latest version of an issue for all existing issues in the Register, and previous versions are now completely removed. Current users of the 6clicks platform can be confident that no important data is lost during this transition as all data is backed up for safekeeping.
The Issue Details interface will also have significant updates, including:
- Removed status buttons – With issue versions removed, there is no more need for the Edit and Publish status buttons, so these features have been removed.
- More organized side panel – The Linked Data and Attachments sections have been moved to the side panel, offering users a more organized and intuitive navigation experience.
- Issue Actions tab – Issue actions are now displayed under the Issue Actions tab. The Issue Details interface is now divided into 3 sections: Overview, Issue Actions, and History.
- Cleaner Issue Action comments section – The Issue Actions tab also features a comments section where users can leave notes for other issue owners or access members. The new comments section has a cleaner, more coherent layout and no longer includes an overview of user activity.
What are the other improvements to the Issues & Incidents module?
6clicks has also implemented minor upgrades across the Issues & Incidents module, focusing on the UI elements in the Issues Register and Issues Library. This is to improve the user experience in line with other recent enhancements made to the 6clicks platform.
Since the Edit and Publish feature is no longer applicable due to the removal of issue versions, the Status filter has been removed from the Issues Register. The Issues Register also has a new minimalist layout:
This same modification was applied to the Issues Library, which now has a less cluttered UI design.
With these enhancements and other ongoing improvements, 6clicks is committed to fostering exceptional customer experiences and empowering organizations with effective GRC practices.
Streamline issue management with 6clicks’ Issues and Incident Management solution
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