Client Snag/Defect - Standard Workflow

Client Snag/Defect - Standard Workflow

When a Client raises a Snag/Defect, the workflow will often differ slightly from a Main Contractor Snag/Defect as the Client Team will Create/Raise the Snag/Defect and will also have the overview and ability to finally CLOSE out the item created.

The Standard Client Snag/Defect process begins with the client raising issues with Photo, Category/Type, Description, Priority, and Due Date fields completed. The Client will raise the issue and defer the responsibility to the Main Contractor Team to manage. 

Once the fields mentioned above have been populated, the Client will then change the status to ISSUED TO MC which will automatically assign the Snag/Defect to the Main Contractor Team. 

The Main Contractor Team will then need to delegate the item to the relevant Subcontractor by editing/updating the Responsible Party field and moving the Status to OPEN. The workflow aligns with FIXED, NOT ME, NOT AN ISSUE, and REJECTED. 

It is often the case that the Main Contractor doesn't fully close the issue but instead moves to MC CLOSED, this will indicate that the Main Contractor Team are satisfied that the Snag has been correctly addressed and will push the Snag/Defect back to the Client Team who can then fully Close the item if appropriate. 

If the Client is not satisfied, they can revert the status back to ISSUED TO MC, restarting the workflow.

1. Client raises issues with Photo, Category/Type, Description, Priority, and Due Date.
2. Issues move to ISSUED TO MC, automatically assigned to the Main Contractor Team.
3. Main Contractor updates the Responsible Party field and moves the issue to OPEN.
4. The subcontractor Team will update the Issue with a Fixed Photo and description then move the issue to FIXED, assigning it back to the Main Contractor Team.
   1. Subcontractor can also move the issue to NOT ME or NOT A DEFECT
5. 
   
   • Not Me: If an issue is mistakenly assigned to the wrong team, it is moved to "Not Me," and the issue is auto-assigned back to the team that raised it.
   • Not An Issue: If the responsible party deems the item not an issue, it can be set to "Not An Issue," and the issue is auto-assigned back to the team that raised it..
6. If the issue is not fully closed, it moves to MC CLOSED
7. In MC CLOSED, the issue is assigned to the Client Team.
8. If the Client is satisfied, they can CLOSE  the issue when it's in the MC CLOSED stage.
   • If the Client is unsatisfied, they can move the issue to REJECTED, automatically reassigning it to the Subcontractor Team.

Client Snags Automation Rules

ISSUED TO MC, - Auto Assign to the Main Contractor

OPEN  - Auto Assigns to the Responsible Party Team (Subcontractor)

FIXED - Auto Assigns back to the Main  Contractor Team that raised the Issue

NOT ME & NOT A DEFECT - Auto Assigns back to the Main  Contractor Team that raised the Issue

MC CLOSED - Auto Assign to the Client Team who raised the Issue

<aside> ? Automation rules MUST be added manually for the following Status to Auto-assign to the Main Contractor

</aside>

1. Issued to MC
2. Fixed:
3. Not Me
4. Not An Issue