Overview
Resolving an Assignment moves it to Finished (or a Final state, for an Assignment Definition) and records how the work was done. Reopening moves it back so work can continue.
This article covers resolving and reopening in the Backend, what gets recorded, and where to find resolved Assignments. For the mobile app, see Closing and resolving an assignment on mobile.
At a glance |
|
Who can do this | The Assignment's assignees (directly or through a User Group), its creator, a Role with Assignments › Modify, or Super Users. A definition's Who can resolve can narrow who resolves. |
Where | Assignments › select an Assignment › Resolve assignment, or Edit › Status |
Works on | Backend (web), Mobile app, Public API |
Availability | All organizations. Custom Final states need Assignment Definitions. |
💡 Why this matters: The resolution is what the next technician, your manager and an auditor read later. Resolving is also what clears an open High priority Assignment from its Location's readiness.
What gets recorded
Item | What it is |
Resolution | The description and attachments entered when the Assignment was resolved. Shown on the Assignment and in the Resolution column. |
Resolved and Resolved By | When it was resolved and by whom, as columns in the Assignments table. |
Materials | If your organization uses Inventory, you confirm the materials used from the Assignment's Requisition when you resolve. |
Activity feed | Every status change, comment and edit, with the User and time. Reopens are logged with their reason. |
Resolve an assignment in the Backend
1. Open the assignment
Go to Assignments and select the Assignment.
2. Resolve it
Click Resolve assignment in the table toolbar. If the definition has more than one Final state, pick one from its menu. Or click Edit (the pencil icon), set Status to Finished (or State to a Final state) and click Save.
3. Document the resolution
Justification of state change opens. Enter a Description of what was done and add attachments, such as an after photo, then click OK. The description is required only when the Final state has Require documentation ticked.
The Assignment is now Finished and is no longer available in the mobile app.
🛑 Critical: Finishing an Assignment that is High priority, or at a Critical for operation priority, can turn its Location green (ready for operation) on the Location Overview, unless something else still holds it red. Only finish it when the work is actually done.
Reopen a resolved assignment
There's no separate Reopen button. You reopen an Assignment in the Backend by moving it out of Finished. The mobile app can't reopen Assignments.
1. Open the resolved assignment
In Assignments, set the status filter to Finished or All, select the Assignment and click Edit.
2. Change the status back
Set Status to Created or Started (or State to a non-final state) and click Save.
3. Give a reason
In Justification of state change, enter why you're reopening it and click OK. The reason is logged in the activity feed as a reopen.
The Assignment keeps its assignees and becomes available in the mobile app again. The earlier resolution stays in the activity feed.
ℹ️ Note: Reopening doesn't return materials that were recorded as used when the Assignment was resolved.
Example: closing out a repair
A High priority Assignment was raised on a water slide after a cracked panel was found, turning the slide red on the Location Overview.
The technician replaces the panel, opens the Assignment in the mobile app, adds a Solution describing the repair and attaches an after photo. The slide turns green unless something else still holds it red, and the activity feed shows who resolved it, when and how.
Best practices
Say what was done and what was checked, not just "fixed".
Attach an after photo for safety-related work.
Always give a clear reason when you reopen, so the history makes sense later.
Tick Require documentation on a definition's Final states when a written resolution must always be recorded.
Frequently asked questions
I closed an assignment by mistake. How do I reopen it?
In the Backend, open it, set Status back to Created or Started (or a non-final state), save and give a reason. You can't reopen an Assignment from the mobile app.
I can't find a Reopen button. Where is it?
There isn't one. Reopening is a status change: edit the Assignment and move it out of Finished. There's no "Reopened" status, and reopening doesn't make you the assignee — the assignees stay the same.
Can I edit the resolution or add photos after an assignment is resolved?
No, the resolution can't be edited. Add a comment, or add files to the Assignment's Attachments in the Backend. To replace the resolution, reopen the Assignment and resolve it again; both stay in the activity feed.
Where do I find resolved assignments?
In the Backend, go to Assignments and set the status filter to Finished. Add the Resolved, Resolved By and Resolution columns with Setup visible columns. For the app, see Why do I see different assignments on the Backend vs. the mobile app?.
Why can't I resolve an assignment?
You need to be an assignee, its creator, a Super User, or have a Role with Assignments › Modify, and a definition's Who can resolve can narrow that. See Understanding assignment statuses.