To effectively create and manage defects and recommendations, it is important to understand the difference between Statuses, Stages, and Priorities. These terms help you track a defect or recommendations lifecycle from the moment it is logged on-site to its final resolution.
Statuses vs. Stages
While they may seem similar, statuses and stages serve two different purposes.
Statuses: System-controlled
Statuses are fixed labels defined by Commusoft to track the lifecycle of an item. They update automatically based on actions you take (like sending a proposal or completing a job). You cannot rename or delete these statuses.
Stages: User-defined
Stages are custom steps that you create to match your company's specific workflow. You define these in your defects and recommendations pipelines settings. Stages allow you to track progress within a status (e.g., "Awaiting Parts" or "Office Review").
Status definitions
Every defect or recommendation will always be in one of the following statuses. Here is what they mean and how an item reaches them.
Open
The defect or recommendation has been newly logged by an engineer and is awaiting action from the office.
How it happens: Automatically applied when a defect or recommendation is first logged on the mobile app.
Reverting to open: A defect or recommendation can revert to the open status if:
It was included in a proposal, but the customer accepted the proposal without selecting that specific option.
A job created from the defect or recommendation is aborted.
On proposal
The item is currently being quoted. It has been included in a proposal and sent to the customer for approval.
How it happens: Automatically updates when you add an Open item to a proposal and send it.
Job created
The customer has accepted the proposal, and the system has generated a follow-on job to fix the defect or recommendation or install the upgrade.
How it happens: Automatically updates when a linked proposal is marked as accepted.
Resolved – Fixed
The defect or recommendation has been successfully addressed.
How it happens: This status can be updated automatically as the job progresses or manually.
Automatic: Updates when the follow-on job is marked as complete.
Manual: Selected manually from the dashboard if the defect or recommendation was fixed without a proposal or a job.
Resolved – Not Fixed
The defect or recommnedation was reviewed but not physically resolved. This is used for items that are deferred, rejected by the customer, or deemed not actionable.
How it happens: This must be selected manually from the dashboard.
Once an item status changes to Resolved - Fixed or Resolved - Not Fixed, it is considered complete and will disappear from the Kanban view. You can still find these items in the List view or under the customer’s record for historical auditing.
Read more about managing defects & recommendations on the dashboard.
Priority levels
Priority levels help engineers communicate urgency to the office. This determines how quickly a defect or recommendation needs to be addressed based on its impact on safety, comfort, and functionality.
Priority | Colour | Description | Example | Response |
Critical | 🔴 Red | Immediate action required due to serious risk to health, safety, or security. | Structural failure, gas leak, major fire hazard. | Within a few hours |
High | 🟠 Orange | Urgent but not life-threatening; can cause significant disruption or damage if delayed. | Broken heating in winter, severe leak, electrical faults. | Within 24–48 hours |
Medium | 🟡 Yellow | Needs repair soon but is not dangerous; affects usability or comfort. | Faulty door lock, dripping tap, non-working lights. | Within 3–7 days |
Low | 🟢 Green | Minor: little immediate impact. | Peeling paint, loose tiles, noisy fan. | Within 2–4 weeks |
Monitor | 🔵 Blue | Cosmetic or very low impact; to be observed over time. | Hairline wall crack, discolouration, worn carpet. | No immediate action |
Read more about logging defects & recommendations in the mobile app.
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