Issues are created manually from within RBQM or created automatically based on KRI and QTL configuration and the defined actions. Actions are triggered by the risk level of the KRI or QTL and issues are created each time RBQM is run. During the configuration of RBQM, actions can be configured to trigger only when the KRI or QTL score differs from the previous score, shows more risk than the previous score, or is the same as the previous score.

Users can easily see a filtered list of RBQM related issues by opening the Issues panel directly while working within RBQM. When the filtered Issues list opens, it floats in front of the current view.

Issues created in RBQM are added to the Global Issues list and have the same features and functionality as issues within Data Central and Global Issues.

Tip: To quickly access open Issues that are assigned to you, access Issues from the Platform Menu. 

Create an Issue

The types of issues created in RBQM include Country, Study, or Site, and are determined by the dashboard, chart, or listing where you are adding the issue. For example, creating an issue from a site-level chart or listing will have a Type = Site, or creating an issue from the Country map will have a Type = Country.

Note: Issues cannot be created from the Overview dashboard. 

1. Drill down to where you want to add an issue.
2. Click the Create Issue icon. The Create Issue window opens.
   

   Tip: This window can be moved by dragging it elsewhere on the screen to view the window behind it.

   
   
   Issue details are provided in the top section of the window. Depending on where the issue was created, details may include Type (Country, Study, or Site), Site, Site ID, Country, and Country ISO.

3. Click the Priority drop-down arrow and select Priority.
4. Click User, Role, or User Group in Assign To.
   

   Note: Assignment can be to a specific user, role, or user group. 

5. Click the User / Role / User Group drop-down arrow and select the appropriate user, role, or user group.
   

   Note: Names that display in the Assign To User drop-down include both licensed and unlicensed users.

6. By default, the Due By date displayed is +1 day. Optionally, update the date by entering over the date displayed, or using the calendar icon.
7. Enter the Issue Text.
8. Click in the Send Notification to the User/Role/User Group checkbox if appropriate. If the issue is assigned to an unlicensed elluminate user, be sure to check the box.
   1. Select either Send in batch or Send immediately. If Send in batch is selected, be sure a task is scheduled to send Issue Notifications.
9. Click in the Receive notifications for these changes checkbox if you (as creator of the issue) would like to receive notification when there are changes to priority, assignment, and status. By default, all three boxes are checked. Uncheck any boxes if you do not want to receive notification.
10. Click Save. The new issue is added to the Issues listing.

Manage Automatically Created Issues

Issues are created when an RBQM run occurs on scheduled intervals. Within RBQM configuration, actions are configured for issues assigned to a role; typically, the Site Monitor, however, a different role may have been configured.

RBQM Issues assigned to the Site Monitor (or other role) are then reviewed, edited, and re-assigned to a specific user. An Issue can also be actioned (start progress, move to pending, answered, closed, closed as irresolvable, re-opened, or canceled) depending on the status of issue and user privileges.

Tip: Issues may also be managed from global Issues. Click the 9-dot icon in the Master Header to access Issues from the Platform Menu under Data Review. For more details on how to manage Issues see the Global Issues section.

Edit an Issue

1. From the Details View, click the Edit icon in the toolbar. 
2. Update the Priority from the drop-down.
3. Click the Assign To User / Role / User Group radio button.
4. Click the User / Role / Group drop-down and select a user / role / group.
5. If you are the creator of the issue, or have the Issue Administration privilege, you can:
   1. Update the Due By date.
   2. Update the Issue Text.
6. Optionally, check the Send Notification Email.
7. Click Save.

Snooze an Issue

When an issue has been assigned to a user, the user receives an email notifying them that an issue has been assigned and when the issue is past due, depending on how notifications were configured. If there is an issue being addressed that you do not want to close, but put on hold, there is an option to snooze it. When snooze is selected no past due notifications are sent until the defined Snooze Until date. By snoozing an issue, no additional issues are generated based on the snoozed KRI or QTL action for the same site until the Snooze Until date has passed.

Important: Snooze functionality only works with RBQM issues that were created automatically, or by the system; issues that are created manually cannot be snoozed.

Close & Snooze an Issue

1. When updating the Action of an Issue to Close or Close as Irresolvable, check Snooze Issue.
2. Update the Snooze Until date using the calendar picker, entering the date.
3. Click Yes. 
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   Tip: When selecting Close as an action for multiple issues from the Issues listing, the Snooze checkbox is not available. The snooze option is only available when selecting Close as an action for a single record.
   

   The Issue details are updated. Issues system generated by the RBQM Engine include the KRI Name, Score, and Risk Level. Notice the Snooze icon becomes active in the toolbar, and the Snooze Until date field is populated.

Update the Snooze Until Date

1. From the Details View of a snoozed Issue, click the Snooze icon.
2. Update the Snooze Until date.
3. Click Save.
   

Remove the Snooze Until Date

1. From the Details View of a snoozed Issue, click the Snooze icon.
2. Click Delete.

Important: If a KRI or QTL has been configured to trigger an issue only when there has been a change in data or only if there is an increased risk, and you have also snoozed the issue, you will still receive a reminder after the snoozed period ends, even if the data have not changed. The snooze is a feature that the user defines, while the other is a study configuration, so the reminder pops up as the user requested it.