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Issue Management

Get issues out of the inbox

A customer's acceptance of a delivered project was never recorded, and the email about it has been forwarded twice. In VisualQMS it becomes a recorded issue with an owner, linked to its procedure and the CAPA that deals with it. Reminders keep it moving.

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  • Linked to its CAPA and procedure
  • Reminders keep it moving
  • You decide how each kind is handled
Three screens of VisualQMS: the Recorded Issues list with ISS-003 opened to everything it is linked to, its CAPA, its change request, a comment, the process activity 1.6 Deliver Products and Services, the published procedure SOP 004 3.0, who registered it and the person responsible; the issue's metadata card; and its portal with the state 1. Recorded, its description and who registered it
Once it is logged

Send each kind of issue down its own route

Handled the way you decide

What should happen to a reported issue differs from one company to the next. You decide how each kind of issue is processed, and the workflow follows.

Joined to the CAPA or complaint

A recorded issue is linked to the CAPA, non conformance or customer complaint it belongs with.

The facts are asked for up front

An issue can be held at a stage until the required fields are filled in.

Look past the symptom

Trace the issue to the procedure behind it

An issue lists the procedure, the process activity and the CAPA it is linked to. Open the CAPA, and its recorded issue and the non conformance it belongs to are listed beneath it.

The Recorded Issues list in M-Files with ISS-003, Delivery Acceptance Evidence Missing from Completed Customer Project, opened to its CAPA CAP-2026-004, its change request, a comment by Anna Holm, the process activity 1.6 Deliver Products and Services, the published procedure SOP 004 3.0 Validate Delivery Acceptance, Anna Holm who registered it and Tina Smith who is responsible. Beside it, the issue's metadata card shows its title and description, the issue category Process Collaboration, the department Quality, the published document SOP 004 3.0, the process activity 1.6 and a recommended action, and the workflow bar at the foot shows 1. Recorded.

Its card names the department, the procedure, the process activity and a recommended action, and the bar at the foot shows the state it has reached.

The 07. CAPA view in M-Files with CAP-2026-004, Inconsistent Documentation of the Customer Delivery Acceptance, expanded to everything linked to it: the people in each role, from QD approver and implementor to reviewer and verifier, the non conformance it belongs to, the recorded issue ISS-003 behind it, opened, its records and its task. CAP-2026-002 and CAP-2026-003 are listed above it and CAP-2026-005 to CAP-2026-008 below.

Beneath the CAPA are its recorded issue, the non conformance it belongs to, its tasks and the people who approve, carry out and verify it. When the fix is a new version of the procedure, document control takes it through review and approval, and training management asks the people it covers to acknowledge it.

See how CAPA works

See an issue followed to its CAPA and procedure

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With a CAPA or without

Keep track of how far each issue has come

Every card names the person responsible and the date the issue was registered, and its column shows the state it is in. The states follow the way you handle issues, such as completed with a CAPA or a change request, or evaluated as needing no CAPA.

A kanban board titled Recorded issues with five columns: 1. Recorded, 2. Allocated, 3A. Completed with CAPA, 3B. Completed with Change Request and 3C. Evaluated no CAPA needed. Seven issue cards each show the person responsible and the date registered and are coloured by person, each column has a count at the top, and buttons switch the view between List, Calendar, Kanban and Gantt.

A click shows the same issues as a list, on a calendar or as a gantt chart, so the quality team sees which issues are still open and who has them.

See where a reported issue goes next

Tell us what reaches your quality inbox in a week, and in a personal demo we show you how VisualQMS routes issues like those. We answer the same working day.

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Questions about recording issues

How is this different from tracking issues in a spreadsheet?
A spreadsheet records that an issue exists. In VisualQMS a recorded issue has its own workflow, set up your way, that sends it to the right people. Reminders and notifications keep it on time, and it stays linked to its CAPA and to the procedure and process activity it concerns.
Can we decide how issues are handled?
Yes. What happens with a recorded issue differs between organisations, which is why it can be configured in VisualQMS. The workflow can also make certain fields mandatory before the record moves on, and views filtered and sorted by those fields give the overview of issues in progress.
Is Issue Management part of the core system?
No. Recorded Issues is an add-on module. You don't have to use every module, and you can add them at the start or later.
Does issue management replace a separate complaints or deviation system?
VisualQMS has separate add-on modules for Recorded Issues, Customer Complaints, Claims, Non Conformances and Deviations, and they are cross-referenced to each other. You add the ones you need. Customers and products can be fetched from your ERP or CRM, so each list is kept in one place.
Beyond the inbox

Modules a reported issue can lead to

Internal Audit Management

Know where every audit stands, with reminders for the people involved and observations tied to CAPA.

See Internal Audit Management 

CAPA Management

Corrective and preventive actions with a person responsible and a deadline, linked to the finding that started them.

See CAPA Management 

Training Management

See who has read the new procedure. Assign training by role, department or any other employee detail, and the manager hears when it is overdue.

See Training Management 

Change Management

Change requests that say what changes and why, approved before a controlled document is edited.

See Change Management 

Deviation Management

Deviations handled the same way each time, and linked to CAPA.

See Deviation Management 

Non Conformance Management

Non conformances recorded in their own module, taken from registration to review and approval, and linked to the CAPAs that fix them.

See Non Conformance Management 

Risk Management

Risk assessments that follow your own method and stay linked to the CAPAs, changes and documents they concern.

See Risk Management