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Report issues

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Coming soon!

The Report issues module is expected in May 2026

About the Report issue module

If your organization has integrated ServiceNow, you can report issues with meeting spaces and personal spaces, or other assets managed by ServiceNow, from the Report Issue module in the Eptura Engage web app as explained below, or the Report Issue option in the Eptura Engage mobile app. Submitting an issue from Eptura Engage creates an associated incident ticket in ServiceNow.

Contents

How to report an issue from the Report Issues module

Report an issue from the Report Issue module to automatically create an associated incident ticket in ServiceNow.

  1. Sign in to the Eptura Engage web app and click Report Issues from the left module menu.
    report issue module 01.png
  2. Complete the fields as follows:
    1. Location: Select the location from the drop-down list. Only locations that have Report Issue enabled are shown.
    2. Floor: Select the floor where the resource or asset is located.
    3. Category: Select the ServiceNow category for the affected resource or asset.
    4. Subject/Resource name: Enter a short description. If the issue is with an Eptura Engage resource - include the name of the meeting space or personal space. Note - this is the only description (free-text) field that is visible on the submitted reports list in Eptura Engage.
    5. Briefly describe the issue: Enter details about the issue. Note - this field is not visible in Eptura Engage after submitting the report.
  3. Click Submit to create an associated incident ticket in ServiceNow.

Submitted reports

Submitted reports and their statuses are listed at the bottom of the Report Issues module in the Eptura Engage web app. Users - including administrators - can only see reports they have submitted themselves. The status reflects the current state of the ServiceNow incident. 

report issue module 02.png

When an associated incident is created in ServiceNow, the following fields are updated:

Eptura Engage Report Issues field
ServiceNow Incident field
Notes

User's email address

Caller (full name)

The email address of the Eptura Engage user must match a ServiceNow user, otherwise the field is left blank.
Location

Location

The name of the location must exactly match the Eptura Engage location.
Floor
Category Category
Subject Short description

The subject is the only descriptive field that is shown in the submitted reports list in Eptura Engage.

Recommended: Include the resource name.
Briefly describe the issue Description The text entered here is passed to ServiceNow but is not visible in the submitted reports list in Eptura Engage.
Status State The status value in the submitted reports list in Eptura Engage updates when the State value changes in ServiceNow.

    Learn more 

    Issues can also be reported directly from an existing booking:

    Admin guides

    See how to configure ServiceNow and enable the Issue reporting system in Eptura Engage:

    If your organization is using Eptura Asset, see Report issues to Eptura Asset