Issues | Civio Engage Knowledge Base [Skip to content](#main) [ ![Civio Engage Knowledge Base](/civio-light.svg) ](https://engage.knowledge.civ.io) [Product documentation](/articles) [Release notes](/releases) [Roadmap](/roadmap) [ Support portal ](https://engage.knowledge.civ.io/portal/login) Toggle navigation [Product documentation](/articles) [Release notes](/releases) [Roadmap](/roadmap) [Support portal](https://engage.knowledge.civ.io/portal/login) 1. [Home](/) › 2. [Product documentation](/articles) › 3. [Stakeholder Management](/articles?category=16) › 4. Issues Issues ====== Updated 4 weeks ago · 4 min read Search Search An **issue** in SRM is a concern, complaint, risk, or problem raised by or affecting a stakeholder: something your team needs to track to resolution. Issues sit alongside interactions but carry more structure, with a priority, a status, source interactions and an owner. Issues compared with interactions --------------------------------- An issue is a concrete problem the team needs to resolve. Typical examples: - A complaint raised by a member of the public - A risk flagged in a stakeholder meeting that needs follow-up - A breakdown in a relationship that needs repair - A blocker raised by a partner organisation - An emerging concern picked up internally that the team wants to monitor If something would be useful as a single trackable item with an owner and a closing date, it's an issue. If it's just a record of a conversation, log it as an **interaction** instead. Creating an issue ----------------- 1. From the left menu, expand **SRM** and click **Issues**. 2. Click the **+** icon (*Create issue*). 3. Fill in the fields below. 4. Click **Save changes**. You can also create an issue, or link an interaction to an existing issue, from the **Follow-up** section when logging an interaction from a record's timeline. See [Interactions](/articles/interactions). What the record contains ------------------------ - **Title** (required): a brief description of the concern. - **Description**: the full context. What has happened, the impact, and what has been tried so far. - **Team**: which team owns this issue (if your engagement site uses teams). - **Status** (required): see lifecycle below. Defaults to *Open*. - **Priority** (required): the impact and urgency. *Low*, *Medium*, *High*, or *Critical*, defaulting to *Medium*. - **Source interaction(s)**: the interaction or interactions this issue arose from. Select one or more logged interactions. - **Owner(s)**: the people responsible for resolving the issue. You can name more than one; they show in an **Owner(s)** card on the record's overview and are included in the export. - **Stakeholder**: who raised or is affected by it. - **Organisation**: the relevant body, if applicable. - **Initiative**: the programme this issue arose in. - **Resolution Summary**: how the issue was resolved (fill in when closing it out). - **Closed At**: when the issue was closed out. Leave blank to set automatically when the issue is resolved or closed. The **Resolution Summary** and **Closed At** fields only appear once you set **Status** to *Resolved* or *Closed*. ![](/storage/gsY1PyOXgbKWfHvDDu1e2IPlTlWSipca81Kt6t7Y.png) The issue statuses ------------------ Issues move through a five-step lifecycle: 1. **Open**: newly raised, requires attention. The default for new issues. 2. **Monitoring**: noted and being watched, with no active work right now. 3. **In Progress**: actively being worked on. 4. **Resolved**: solution implemented. Fill in the resolution summary. 5. **Closed**: archived, with no further action expected. ![Choosing a status from the Status dropdown on the issue edit form](/storage/wSWcv5UQ0ybfuCaIgJEF5Vfkuzv4Znf8ylxMFijY.gif) Finding issues -------------- The **Issues** list shows every record you have access to, with columns for *Title*, *Status*, *Priority*, *Stakeholder*, *Owner(s)*, and *Creator*. ![The Issues list showing the Status and Priority columns](/storage/CP3LpzzSHtDNk942kuOUgisqX5Az1CPGxcEkueQE.png) Use the **Search issues** box for free-text matching against titles, and **Filter issues** to narrow by *Owner*, *Team* or *Modified by*. Open and high-priority issues also surface in the **Issues Needing Attention** widget on the home dashboard. The **Additional options** menu at the top of the list includes an **Export** of the current view as a spreadsheet, respecting filters. Working with the record ----------------------- Every issue has three tabs: - **View**: the read-only detail page. A **Details** card shows the status and priority, an **Owner(s)** card lists who is resolving it, and a **Related** card shows the linked stakeholder, organisation and initiative, the **source interactions**, and the closing date. - **Edit**: the form covered above. - **More...**: additional actions including **Delete**. ![The Related card in an issue's sidebar, showing the linked stakeholder, organisation, initiative, and source interactions](/storage/NVCFY0VLNV4gjLXuLTRK9I5w4UQYWllC78WUyn7d.png) Updating several issues at once ------------------------------- Tick the checkbox on any row for the bulk action bar: **Set status** (**Status** and **Priority**, each starting at **Leave unchanged**), **Edit associations** (add or remove **Owner(s)** and **Source interaction(s)**), **Set team**, and **Delete**. Setting a batch to Resolved fills in **Closed At** automatically. Resolution summaries are per record, so write those on the issues themselves. Filter the list first, then act. See [Filtering, columns and bulk updates in SRM](/articles/filtering-columns-and-bulk-updates-in-srm). Closing an issue ---------------- When the work is done: 1. Open the issue's **Edit** tab. 2. Set **Status** to *Resolved* (or *Closed* for items being archived without resolution). 3. Fill in the **Resolution Summary**: a few sentences on what happened and how. 4. Click **Save changes**. **Closed At** is set automatically when the status changes to *Resolved* or *Closed*. Set it yourself only if you need to record a different date. The change is captured on the issue's timeline and on the timelines of any linked stakeholder, organisation, or initiative, giving you a documented audit trail of the resolution. ![](/storage/BsVBcU4USAD3y5g6EpylXmdENPuOYlxOrTVNo05a.png) Related articles ---------------- - [Filtering, columns and bulk updates in SRM](/articles/filtering-columns-and-bulk-updates-in-srm) - [Stakeholders](/articles/stakeholders) - [Interactions](/articles/interactions) - [Tasks](/articles/tasks) - [Timeline](/articles/timeline) #### Permissions Creating and editing issues requires the **Stakeholder Manager** role (or Administrator / Team Lead). The **Stakeholder Viewer** role can see records but not edit them. See [User roles](/articles/9176861358095-User-roles). Was this article helpful? ------------------------- Your feedback helps us prioritise what to rewrite. Yes No [ Back to Stakeholder Management ](/articles?category=16) On this page ### Still need help? Raise a request in the support portal and track it to resolution. [ Submit a support request ](https://engage.knowledge.civ.io/portal/login) Submit a support request through the [support portal](/portal) or email . © 2026 [Civio](https://civ.io) [Privacy Policy](/articles/privacy-policy) [Terms of Use](/articles/terms-of-use)