Raise a bug, question or idea, follow it, and see what we are already working on.

Something not behaving? Not sure how a screen is meant to work? Got an idea that would save your team an hour a week? All three go to the same place: the Help and issues board inside the app. You raise it, you can follow it, and you can see what we are already working on.

Open the board

The board is not in the top navigation. It sits in your account menu at Account menu›Help & issues, so it is one click away from every screen.

Everyone who uses the office app can open it. There is no permission to switch on and nothing to configure first.

Note

Support workers use the OneForce Care mobile app, which has no issue board. If a worker reports something from the field, whoever handles it in the office raises it here on their behalf.

What you are looking at

Each card shows the date it was raised, its title, a Bug, Question or Idea badge, a padlock when it is private, and buttons to like and watch it. Cards are ordered most-liked first, so the issues customers care about most rise to the top of a column. A busy column shows its top twenty cards and a +n older in table view line underneath.

Select any card to read the whole issue, its attachments and every update we have posted on it.

Raise an issue

Select Raise issue at the top right. The form is short on purpose.

Unsent public Question draft shows visibility, a specific title and the Bug, Question and Idea categories. — 1Public requests are reviewed before publication; use Private for organisation-specific matters.
2Write a specific title that identifies the task or problem.
3Choose Question for guidance, Bug for a fault or Idea for a suggestion.
This Question is an unsent draft. Choose visibility deliberately before adding details; a public request still needs publication review.

Choose the visibility

Public is the default and requests publication after review. It appears to other organisations only if approved. Choose Private when the issue involves your own participants, staff or numbers.

Write a title and pick a category

What would you like to share? is one line, so lead with the thing that is wrong: Timesheet approval button does nothing in the browser beats Payroll problem. Then choose Bug (something is broken), Question (you cannot work out how something should work) or Idea (a change you would like). Both fields are required.

Fill in the details

In Details, tell us what you were doing, what you expected, and what happened instead. The screen you were on, the exact wording of any message, and the date and time all help. For a bug, the steps that reproduce it are the single most useful thing you can give us.

Attach a screenshot

Drag up to three images onto the Attachments box, or select it to browse. Each can be up to 5 MB, and only images are accepted. A screenshot of the screen, with the message visible, usually saves a round of questions.

Submit

Select Submit issue. For a Public issue, review the confirmation Submit for review? and select Submit for review. Success shows Your issue has been submitted for review. It remains restricted while awaiting approval. Private issues are submitted to your organisation and the OneForce Care team without requesting public publication.

Watch out

Keep participant and staff personal details out of the title, the details and your screenshots. A reference such as a shift number is enough for us to find the record, and it keeps personal information where it belongs. If the issue cannot be explained without it, set the visibility to Private.

Unsent issue details explain the task and attachment limits, with the public-review notice below. — 1Describe the screen, your attempted task and what you need help with.
2Attach relevant images after removing private participant or staff information.
3Read the public-review and author-privacy explanation before submitting.
The unsent example describes the screen and attempted task. No image is attached and no issue is submitted; the notice explains public review and author privacy.

What happens next

Your issue has a work status and, for public requests, a separate publication review status. Pending review is shown as Awaiting approval on its badge. Approved means the reviewed version can appear publicly. Not approved stays restricted to your organisation and the OneForce Care team. Changing public content can require another review before it is visible to others.

Three things help you follow work on an issue:

It is watched for you. Raising an issue automatically marks you as a watcher and adds your like, so you never have to remember to follow your own report.
Updates arrive by email. Whenever the issue moves to a new column, or we post a reply on it, watchers who still have access are sent an email titled Update on “your issue title”. The View ticket button in that email opens the issue straight from the board.
Replies are kept with the issue. Open the card and any replies we have posted are listed under Updates, each with the date it was posted, alongside the details you gave us and any images you attached. Select an image to view it full size.

You can also follow issues you did not raise. Open any card and use the two buttons at the top right of it:

Button	What it does
Like	Adds your support and moves the issue up its column. Likes are how we see what matters most.
Watch	Puts you on the email list for that issue. It reads Watching once you are on it.

Liking something another provider raised is the quickest way to tell us your team has hit it too.

Who can see what

This is a shared board, so it is worth being precise about what leaves your organisation.

What you raise	Who can see it
An Approved public issue	Every organisation using OneForce Care, plus the OneForce Care team.
A Pending review or Not approved public request	Your organisation and the OneForce Care team while it remains restricted.
A Private issue	Only people in your own organisation, plus the OneForce Care team. Other organisations never see it.

Only your first name appears on the board. Your email is used to follow up and is not published. Keep identifying details out of the title, details and attachments before requesting publication.

Private and restricted issues can be visible to colleagues in your organisation, so the office can follow up reports while someone is away.

Find an issue again

Two controls narrow the board, and both apply to the board and the table alike.

The globe shows All issues, the default, which is everything you are allowed to see. The building beside it shows Issues from my organisation, which is the fastest way back to your own team’s reports.
The table view turns the same issues into a list with Issue, Status, Category, Raised by, Likes and Raised columns, plus Status and Category filters and a search box. Use it when a column has more cards than the board shows, or when you know a word from the title.

Tip

Before you raise something, search the table view for a word or two from your issue. If it is already there, liking and watching it tells us it is affecting more than one team, and puts you on the email list for the fix.

If you need to correct or check a result

For a reproducible report, include where you started, the exact control you selected, what you expected and what actually appeared. For example: “Scheduling, shift SH-2026-0012, opened Assignments, selected Approve and saw [exact message].” Avoid passwords, security codes and banking details. After submitting, check the board for your report before creating another one after a connection failure.

Get help and raise an issue