Work Reported Issues From Report to Repair

File an issue for a broken unit or site problem, then quote it, schedule the repair, invoice it, or close it, all from Office Ops → Issues. A finished repair closes the issue on its own.

Updated October 15, 2026

An issue is a report that something is wrong at a customer's site, usually a unit that is broken. It is the only record that exists until you decide what to do about it. Reports arrive from three places, and you work all of them from the same list.

Source	How it arrives
Field	A technician taps Report Issue on the visit in the phone app. On the web, Report Issue on a job's page files one the same way.
Customer	The customer opens Report a Problem in the customer portal and picks the site, unit, symptoms and photos.
Office	You click New Issue on the Issues list, for a phone call, a text or an email.

Before you start

You need an office role: company admin, office manager or office worker.
Symptoms such as "Won't prime" come from the Equipment Failures tab under SettingsSymptoms. With none on file, the form still works: describe the problem in Details. See Manage Symptoms.

File an issue from the office

Open New Issue
Go to Office OpsIssues and click New Issue.
Choose the customer and site
Search Customer, then pick the Site. A customer with one site has it filled in for you.
Say what is wrong
Pick the Equipment if it is one specific unit, then choose Symptoms, type Details, or both. Create Issue stays disabled until there is a site and at least one symptom or some details. You can add up to six photos, and a video on plans that include video capture.
Create it
Click Create Issue. A green banner says Issue created. It is under Needs Review. with an Open Issue link. If an open issue already covers the same unit, the banner says the report was added to the existing issue instead.

If the unit is under warranty, the issue's Billing starts as Warranty. Otherwise it starts as Billable. You can change it later.

Read the list

Each tab is a view of the same issues, newest first. Filter by who reported it with Reported By: Field, Customer or Office.

Tab	What it shows
Needs Attention	Every open issue someone in the office still has to move: Needs Review, Needs Quote, Ready to Schedule and Completed (a billable repair that is done and waiting for its invoice), plus any scheduled issue that still owes a quote.
Needs Review	Nothing quoted or scheduled yet. Decide between quoting it, scheduling it, or closing it.
Needs Quote	No quote yet, or the quote is a draft, declined or expired. A scheduled issue can appear here too.
Quote Sent	The quote is with the customer.
Ready to Schedule	The customer approved the quote and no repair job exists.
Scheduled	A repair job exists and is not finished.
Closed	Issues that are finished or dismissed. The Stage column reads Completed for a finished repair and Won't Do for a dismissed one.

A red count on the Issues tab of Office Ops is the number of issues on Needs Attention. Scheduled issues are not counted, because dispatch owns them once they are on a crew's day. The Age column turns amber at 3 days and red at 7, because by a week the customer has usually stopped expecting a call.

Click a row to open it. The icons on the right of a row are shortcuts: the quote (or Quote to build one), the repair job (or the calendar to schedule it), and the ban icon for Won't Do.

Quote and schedule the repair

Read what was reported
The issue shows What Was Reported, Photos & Video and Notes. When a technician ticked that they could fix it in one visit, the page says so. Add a note for anything you learn on the phone.
Set Billing
Under Triage, choose Billable, Warranty, No Charge or Goodwill. Only Billable produces an invoice. The other three are scheduled and completed like any repair, with no invoice created.
Build the quote
Click Build Quote. A draft quote opens for the customer and site, with what was reported in its internal notes. Parts suggested by the symptoms appear as lines priced at $0, so the quote cannot be sent until you price it. Price it and send it like any quote: see Send a Quote. The button then shows the quote number. You can also find the quote under Sales and BillingQuotes.
Wait for a yes, or skip ahead
When the customer approves, the issue moves to Ready to Schedule. Approving does not book anything. You can also click Schedule Repair before a quote exists. The quote then keeps showing under Needs Quote until it is sent or approved.
Schedule the repair
Click Schedule Repair. Pick a Visit Date, or leave it blank to use the next working day in your company's time zone, skipping weekends and company holidays. Pick a Work Type, or leave Default repair work type to use your industry's repair type, such as Equipment Repair for pool companies. Click Create Repair Job. The job is one visit billed once, and it appears in Jobs and on dispatch. Assign the crew there.
Invoice it
When the repair is completed, a billable issue's stage reads Completed and it stays under Needs Attention. Click Invoice From Quote to draft an invoice from the approved quote's lines. The issue closes as Completed as soon as the draft exists, so it leaves Needs Attention. Click Open Invoice on the issue (it stays there after the issue closes) to review and send the invoice, and follow payment under Sales and BillingInvoices. This needs an approved quote with at least one billable line. To have the draft created automatically at checkout, turn on Draft Invoice When Quoted Repair Completes under SettingsAutomationsIssues. It is off by default so you review every draft.
Nothing more to do for warranty, no charge or goodwill
These repairs are never invoiced. The issue closes as Completed the moment the repair job is completed.

How an issue closes

How it ends	What closes it	Stage column
Warranty, No Charge or Goodwill repair	The repair job is completed.	Completed
Billable repair	Its invoice is created.	Completed
Finished, but billed another way	You click Mark Complete on the Close Out card. It appears once the repair job is completed.	Completed
Never going to be done	You click Won't Do.	Won't Do

The issue gets a note when it closes by itself, such as "Closed automatically: the repair job was completed (J-00123)." If you re-open the repair job, the issue it closed re-opens too and goes back to Scheduled. It closes again when the job is completed again.

Mark Complete asks you to confirm. On a billable repair with no invoice it warns you, because closing it drops it off Needs Attention. It is refused while the repair job is still scheduled or in progress: complete or cancel that job first.

Close an issue without doing the work

Click Won't Do on the issue's Close Out card, or the ban icon on its row. Use it for duplicates, customers who decline, or repairs you will not quote or schedule. The issue moves to Closed.

Won't Do cancels the repair job

If a repair job is still scheduled or in progress, Won't Do cancels it so a crew cannot complete it by mistake. It is refused while that job is on an invoice. Void or cancel the invoice first.

To bring one back, open it and click Reopen Issue. A repair job that Won't Do cancelled goes back to Scheduled.

Get told about new issues

Each person chooses their own alerts under SettingsNotifications. Under Jobs & Dispatch, Reported Issues sends office roles an in-app and push alert for every new issue, with email as an opt-in. The person who filed the issue is not alerted about their own report.

Verify it worked

After Create Issue, the issue is on Needs Attention with Office in the Reported column and Needs Review in Stage.
After Build Quote, the Pipeline card shows the quote number and its status.
After Create Repair Job, the Pipeline card shows the job number and date, and the stage reads Scheduled.
After a warranty, no charge or goodwill repair job is completed, the issue is on the Closed tab with Completed in Stage. After you click Invoice From Quote on a billable one, it is there too.

If something looks wrong

What you see	Why	What to do
Create Issue is greyed out	No site is chosen, or there are no symptoms and no details.	Pick the site, then pick a symptom or type Details.
Symptoms says No Symptoms On File	No equipment failures exist yet.	Describe the problem in Details, or add failures under SettingsSymptoms.
Build Quote says to reopen the issue	The issue is closed.	Click Reopen Issue, then build the quote.
Schedule Repair says no repair work type is enabled	None of your industry's repair work types is turned on.	Pick a Work Type in the dialog, or enable one under SettingsWork Types.
No Invoice From Quote button	The repair is not completed, or Billing is not Billable.	Complete the job, or change Billing if the repair should be charged.
A finished repair is still under Needs Attention	It is billable and has no invoice yet.	Click Invoice From Quote, or Mark Complete if it was billed another way.
Mark Complete says the repair job is still scheduled	The issue cannot be finished while its job is on dispatch.	Complete the job, or cancel it, then try again.
An issue I re-opened is back under Needs Attention	Re-opening a closed issue puts it back on the list. A finished billable repair shows Completed until it is invoiced.	Invoice it again, or click Mark Complete.

Frequently asked questions

Does filing an issue create a job, a quote or an invoice?

No. An issue is only a report. A quote exists once you click Build Quote, and a repair job exists once you click Schedule Repair. Until then nothing shows on dispatch, the schedule, reminders or the customer portal.

Two technicians reported the same pump. Will I see two rows?

No. While an issue on that unit is still open, a second report is added to it as a note, and its symptoms are merged in. With no unit chosen, a report merges into an open issue at the same site that shares a symptom. A report with only details typed in never merges.

Why is a scheduled issue also listed under Needs Quote?

Needs Quote lists every open issue that has no quote, or whose quote is a draft, declined or expired, even when a repair is already booked. Once the quote is sent or approved it leaves that tab.

Why did Invoice From Quote not appear?

The button shows only after the repair job is completed and the issue's Billing is Billable. Warranty, No Charge and Goodwill repairs never produce an invoice.

Why did an issue move to Closed on its own?

Its repair finished. A Warranty, No Charge or Goodwill issue closes when the repair job is completed. A Billable issue closes when its invoice is created. Both show Completed in the Stage column, and the issue gets a note saying why.

A repair is done, so why is the issue still under Needs Attention?

It is Billable and has no invoice yet. The stage reads Completed until you click Invoice From Quote, or Mark Complete if it was billed another way.

Can I undo Won't Do?

Yes. Open the issue and click Reopen Issue. If Won't Do cancelled the repair job, reopening sets that job back to Scheduled.

I don't see an Issues tab in Office Ops.

Only company admins, office managers and office workers can open Office Ops. Issues is on by default for every industry, but Solvara support can turn it off for a company, in which case the page says Issues is not enabled for your company.