---
title: Resolve, re-open and close an issue
summary: Mark an issue as fixed, send it back if the fix is not good, close it, and add comments, attachments or a debit note.
order: 2
menu: Quality & Safety > Issues
route: /issues
who: People who have the View permission on Issues. The right to resolve, close or re-open depends on your role in the issue. See Rules to know.
---

An issue moves from **Open** to **Resolved** to **Closed**. The person who fixes the problem resolves it. The person who reported it checks the fix and closes it. All these actions are in the row menu of the issue.

For example, a crane at Acme Heights was not available. The site engineer who was assigned the issue resolves it when the crane is back. The person who reported the issue checks and closes it.

## Before you start

- Open **Quality & Safety > Issues** and select the project.
- You need to be one of the people who may act on the issue. See Rules to know.

## How to resolve an issue

1. In the list, click the three dots at the end of an **Open** issue.
2. Choose **Resolve**. If you may also close the issue, the item is **Resolve & Close**.
3. In the box, type a **Comment** about the fix. The comment is optional here.
4. Click **Resolve**, or **Resolve & Close**.

The message "Issue successfully resolved!" shows and the status changes.

![The comment box. Mark 1 is the Internal box. Mark 2 is the button that saves the comment.](../media/issue-comment-dialog.png)

## How to close an issue

1. Click the three dots at the end of a **Resolved** issue.
2. Choose **Close**.
3. Type a **Comment** if you want to. It is optional.
4. Click **Close**.

The message "Issue successfully closed!" shows.

## How to re-open an issue

Re-open an issue when the fix is not good.

1. Click the three dots at the end of a **Resolved** issue.
2. Choose **Re-open**.
3. Click **Confirm** in the **Confirm Action** box.

The status goes back to **Open**. You can then edit the issue.

## How to add comments and attachments

1. Click the three dots at the end of any issue.
2. Choose **Add Comments** and type your text in **Comment**, then click **Add**. A comment is required here.
3. Or choose **Add Attachments**, add your files and click **Save**.

The box shows earlier comments above the **Comment** field. The **Internal** box is ticked when the box opens.

## How to change the assignee

1. Click the three dots at the end of an **Open** issue. You need the Edit permission.
2. Choose **Change Assignee**.
3. In **Change Issue Assignee**, choose the new person.
4. Click **Confirm**.

The message "Issue Assignee Change Successful!" shows. The list of people comes from the department of the issue when it has one.

## How to create a debit note

A debit note charges the organization that caused the problem.

1. Click the three dots at the end of the issue.
2. Choose **Create Debit Note**. A panel named **Create vendor ledger** opens on the right.
3. Fill in the panel and save it.

This item shows only when the issue names an organization, the issue has no debit note yet, and you may add debit notes. When the issue has a debit note, its **Debit Note** tab shows the **Debit Reason** and the **Amount**. To see the tab, choose **View Details**.

## Rules to know

- These people can resolve an **Open** issue:
  - the person who reported it
  - a user of the organization linked to the issue
  - the assignee
  - a user with a role above the role of the assignee
- These people can close or re-open a **Resolved** issue:
  - the person who reported it
  - a user with a role above the role of the reporter
- You cannot resolve an issue that is already **Resolved**. You cannot close or re-open an issue that is not **Resolved**.
- Users from a contractor organization can resolve an issue that is linked to their organization. They cannot close or re-open it.

## If something goes wrong

| What you see | What to do |
| --- | --- |
| Issue is already Resolved | The issue was resolved before you. Refresh the list. |
| You do not have the permission to resolve this Issue | Ask the assignee or the person who reported the issue. |
| Only Resolved Issue can be closed | Resolve the issue first. |
| You do not have the permission to close this Issue | Ask the person who reported the issue. |
| Only Resolved Issue can be re-opened | The issue is not **Resolved**. |
| You do not have the permission to re-open this Issue | Ask the person who reported the issue. |

## Related pages

- [Issues](index.md)
- [Report an issue](create-issue.md)
- [Issue timeline and issue reports](timeline-and-reports.md)