Issues & Incidents Registers overview

How to create issues & incidents

Issues & incidents can be added to the registers using the methods below.

Creating a standalone issue in the Issues & Incidents module

To create a standalone record, select Issues & incidents > Registers. This will open the Issue Registers table, which displays a list of issues and incidents recorded by your organization.

Click Create Issue or Incident to record a new issue.

The Issues & Incidents modal will open. Enter a Name for the issue, add a Description, and then click Create Issue.

Issue Type can be edited in Administration > Custom Data > Issues Custom Attributes. Learn more about setting up custom attributes.

The newly created issue will then open.

The Issue Details modal has 3 tabs: Overview, Tasks, and History.

From top to bottom, the Overview tab outlines the details of the issue, including the Priority level and Workflow Stage and the default and any custom fields you may have configured.

Change the Priority level and Workflow Stage by selecting from their respective dropdown lists.

Under the Overview tab, you can add more details. The default fields are:

Description: This is a free-form text field
Date Reported
Issue Type
Identified By: This is a free-form text field
Due Date
Tags
Issue Owner(s)
Access Member(s)

An owner is the party under whose jurisdiction the issue falls, from a governance perspective, while an access member is the party who is responsible for mitigating the issue. Learn more about the difference between record owners and access members.

To learn more about custom fields for issues, head here.

Create action tasks and assign them to users in the Issue Tasks tab. Learn how to create issue tasks.

Linking data to issues

The Linked data tab in the right-side panel lets you connect an issue or incident to related records across 6clicks. This provides a single view of the relationships between the record and other information in the platform.

Open the Linked data tab.
Select Link.
From the menu, select the register or module that contains the information you want to link.
Search or browse for the relevant records.
Select the records you want to link.
Select Save.

Linked records are displayed together in the Linked data view. Select a linked record to open or view its details, depending on your permissions.

To connect more information, select the relevant register or module from the menu and repeat the linking steps. Use search to quickly locate a specific record.

Hailey-assisted mappings

Hailey-assisted mappings can help you identify records that may be relevant to an issue or incident. Suggestions can include related risks, controls, provisions, assets, third parties, or records from other registers. You remain in control and can review each suggestion before creating a link.

Before you start:

The Hailey-assisted register-item mapping feature must be enabled for your tenant.
You must have permission to link the suggested records.
The issue or incident must have a description. Hailey uses the record’s content to identify potential relationships.

To review suggestions for an issue or incident:

Go to Issues & Incidents > Registers, then open the relevant issue or incident.
Make sure the record has a clear description with enough context for Hailey to identify related information.
Open the Suggestions panel. While Hailey is analysing the record, a loading message may be displayed.
Review each suggested record, its confidence rating, and Hailey’s explanation of why it may be relevant.
If needed, open a suggested record in a new tab to review its details before deciding.
Use the confidence filter to display High only or High & medium suggestions. You can also filter by data type where available.
Select the tick or Accept option to create the link. The accepted record is added to the issue or incident’s Linked data.
Select the cross or Reject option to dismiss an unsuitable suggestion. Rejecting irrelevant suggestions also provides feedback to Hailey.

For multiple suggestions, use Accept all suggestions or Reject all suggestions to act on the suggestions currently displayed by your filters. Review the results after a bulk action because some links may not be created if you do not have the required permissions.

Recently accepted suggestions are displayed under Recent Hailey accepts (last 24h). Select Unlink if you accepted a suggestion by mistake. Unlinking removes the relationship without deleting either record.

When a suggestion is accepted, the relationship appears in Linked data for the issue or incident and on the linked record, providing visibility and traceability from both sides.

Learn more about Hailey-assisted mappings here.

The types of data that you can link to an issue are:

Assets
Authorities & provisions
Control sets & controls
Controls
Control responsibilities
Custom register items
Risks
Third-Parties
Files
Tests
Projects & Playbooks

Remove linked data

Open Linked data, locate the linked record, and use the available remove or unlink option. Removing the link does not delete the original record.

Linked records can be added or removed at any time, subject to your permissions.

NOTE: Controls or provisions linked to an assessment question in a risk or issue become integrated, automatically pulling through the control or provision when a risk or issue is added to the Risk or Issue Registers from the assessment module (for Question-Based or Requirement-Based Assessments).

Once a new control or authority is added to a question in the Assessment module (RBA and QBA), the control or authority will automatically be added to the issue and linked automatically.

Comments

Users with the appropriate permissions can either view comments only or both view and add comments.

To add a comment:

Open the Comments tab
Enter your comment in the text field
Select the Send icon or press Enter to post your comment.

Posted comments are displayed with the user’s initials and the date and time the comment was added.
All previous comments remain visible in the Comments tab for reference.

Issue history

The History tab in Issue Details shows all activities within the issue, including:

The user's name
The type of change that was made
Date of change
Time of change

Filter & search using linked data

Use filters in the Issues & Incidents register to find records based on their links to information in other registers and modules.

Simple filters

Use a simple filter for straightforward searches:

Select + Add filter.
Select Linked data.
Choose the related register or module and the linked-data criteria you want to use.
Select Apply.

You can add more filters or select an applied filter to edit it.

Advanced filters

Use the advanced filter and query builder for more complex searches. You can:

Combine criteria using AND or OR.
Create nested condition groups.
Combine linked-data conditions with issue or incident details.
Review the plain-language Query summary before applying the filter.
Select Save as View to reuse the filter later.

NOTE: Simple and advanced filters cannot be used at the same time. Before switching to advanced filters, note any simple filters you want to recreate.

Learn more about how to filter & search using linked data.

Navigate here to review more articles about managing issues and incidents in 6clicks.