Issues & Remediation
Issues are early warning indicators that something needs to be addressed.
When issues are not addressed and continue to accumulate, they can contribute to:
Third-Party Issue Management
Identify. Prioritize. Remediate. Resolve. — the management overview of the issue portfolio.
Representative Issue Types
42 Issue Types are configured in the application — these are a representative subset, with priority and aging views.
Issue Management Lifecycle
One consistent business journey — with the record’s own workflow status beneath it.
Who Identifies Issues
Issues can be identified by the people closest to the vendor relationship, by business stakeholders, by the vendor, or automatically by Enlighta — then logged with a Requestor and Assigned To.
Create Issue
The creation form captures the record context — requestor, classification, assignment, priority and dates.
Not Every Issue Starts With the Vendor
Issues can originate client-side or across vendor dependencies — centralized management helps distinguish where the problem originated.
The Issues Worklist
Search, filter, Quick View, open details, add, export — the operating list of actual issues.
Issue: Incident Resolution SLA Missed — P2 Tickets
New High ISSUE-1042
Issue Details
Additional Information
Key Dates & Time
Workflow Timeline
Requestor Information
ServiceNow Details
Resolution Details
Comments & Activity
Supporting Documents & Admin
Assess and Prioritize
Review the identified issues, triage them, understand what needs attention, and prioritize.
Root Cause Analysis & Corrective Action Plan
Why did the issue happen? — an activity within Assign and Remediate, linked to a CAPA.
Corrective Actions & Action Items
Assignment can go to the vendor or to internal stakeholders — and actions can be handed off as Action Items.
Exceptions, Waivers & Escalation
A waiver does not erase the issue. Escalation moves the record to the Escalated status when needed.
Remediation Workspace
Issues & Audits Resolution — tracking issue and finding remediation through CAPA and resolution.
Recurring Issues & Aging Backlog
Repeated issues trigger root-cause investigation. Age and Age Bucket are tracked on every record.
Address Issues Before They Escalate
Proactive Issue Management helps organizations address problems before they accumulate into larger business consequences.
Identify Issues · Assess and Prioritize · Assign and Remediate · Track Progress · Reduce Risk and Stay Compliant