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Creating, Managing, and Closing Issues in Shape

Learn how to raise, track, and resolve site issues using Shape’s Issue Tracker.

Introduction

This guide provides a complete overview of how to raise issues in Shape, assign responsibilities, track progress, and close issues using structured workflows. Shape’s Issue Tracker helps project teams identify, manage, and resolve site blockers before they impact delivery — with every step documented for clarity and accountability.

What is Issue Tracker?

Issue Tracker in Shape enables project teams to collaborate effectively in identifying, managing and resolving site issues before they impact the delivery programme. All data associated with an Issue can later be referred to as a single source of truth for what occurred on site.

Creating an Issue

You can create an issue in Shape using one of two methods, depending on your requirements and environment. Here’s how:

1. Complete Issue

Raising a Complete Issue takes less than a minute to do and gives you the opportunity to add all below details before issuing to a Responsible Person:

  • Title: Provide a concise and clear summary of the issue.

  • Description: Offer a detailed explanation of the problem.

  • Location: Specify the exact site location where the issue occurs, using your Shape Location Tree.

  • Discipline: Choose the relevant work package or category (e.g., electrical, mechanical) from your Shape Discipline Tree.

  • Due Date: Set a target date for resolving the Issue.

  • Responsible Person: Select a Responsible Person from your Organisation or another Organisation added to Shape.

2. Quick Issue

Perfect for fast on-site reporting, Quick Issues require only a title to be published. You can add more details later.

  • Select New Issue in the top right of the Issues Homepage and then Quick from the dropdown.

  • Give the Issue a Title and brief Description.

  • Upload an image and click Create.

Offline Mode

The Quick Issue feature supports offline mode, enabling Issue creation without internet access. Upon reconnection, your issues will sync automatically.

Understanding the Issue Lifecycle

Every Issue created in Shape will go through the same workflow, where it is given an Issue Status at each step:

  1. Pending Responsible: Issue has been created and assigned, and is awaiting action from the Responsible Person.

  2. Not Started: Issue has been accepted, but work has not begun OR the closure request was rejected.

  3. Started: Resolution is in progress.

  4. Pending Approval: Resolution is complete and closure has been requested.

  5. Resolved: The Approver has accepted the closure request and the Issue is closed out.

Managing Approvers

By default, you are assigned as the Approver for issues you create, but you can change this:

  • Navigate to the Issue.

  • Open the Details tab.

  • Scroll to the Approvers section.

  • Add or remove Approvers.

  • If multiple Approvers are listed, each must review and accept the closure request. The current Approver is shown with a clock icon, and approval order can be edited.

Understanding the Issue Page Tabs

Each Issue page includes four essential tabs:

  • Private Comms: Internal communication within your Organisation.

  • Updates and Comments: Displays all changes and communication visible to collaborating Organisations.

  • Gallery: A centralised view of all photos and documents attached to the Issue.

  • Details: All Issue data including title, description, location, responsible person, and approvers.

Tracking Issue Progress

Status Statements

You can update progress via the Latest Status Statement:

  1. Open the Issue.

  2. Find the Latest Status Statement box.

  3. Click Add, enter your update, and specify the date it applies from.

  4. Click Submit.

Updates and Comments

Use the Updates & Comments tab to keep track of issue progress. Mention teammates using @username to notify them.

Private Comms

Use the Private Comms tab to coordinate internally. These messages are not visible to other Organisations.

Closing Issues

Requesting Approval

If your Organisation has resolved an issue:

  1. Mark Completed in the Issue toolbar.

  2. Attach evidence such as photos.

  3. Click Request Approval to begin the review process.

Reviewing Approval Requests

If you're listed as an Approver:

  • Open the Issue.

  • Review the resolution.

  • Accept or reject the request.

  • All Approvers must approve for the issue to be marked as Resolved.

Marking Issues as Critical and Watching Issues

  • Mark as Critical: Use the toolbar button to highlight urgent issues in red.

  • Watch Issue: Click the Watch icon to receive notifications when updates are made.

Sharing Issues

Click Share to use your device’s native sharing options for quickly distributing Issue information.

Creating and Using Issue Views

Filter issues by discipline, type, status, etc., and save these filters as reusable views in the Issue Tracker.

Exporting Issues

  • Single Issue: Export as PDF from the issue page.

  • Multiple Issues: Use the Export tool on the issue list page. Choose Excel, CSV, or PDF.

  • For more details, refer to the ‘How to Export Issues in Shape’ guide.

Managing Issue Visibility

Issues in the tracker have controlled visibility based on permissions:

  • By default, Issues are private within your organisation.

  • Assigning an Issue to someone in another organisation grants them visibility.

  • Customise visibility settings to make Issues project-wide or limited to specific teams.

Summary

This guide covers everything from raising to resolving an Issue in Shape. Use the Issue Tracker to streamline collaboration, provide clear documentation, and close issues efficiently. For further support, contact the Shape team at support@shape.construction.