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Issue reporting system

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Coming soon!

The Issue reporting system is expected in May 2026

Contents

About the issue reporting system

If your organization subscribes to Eptura Asset, or has integrated the third-party ServiceNow incident management system, you can report issues with resources directly through Eptura Engage web and mobile apps and automatically raise incident tickets in the connected application. The ServiceNow integration also allows issues with assets not associated with Eptura Engage to be reported.

About the ServiceNow integration

When ServiceNow is integrated with Eptura Engage, you can report issues directly from Eptura Engage and create incident tickets in ServiceNow. Issues can be raised for any asset that ServiceNow manages - they do not need to be associated with an Eptura Engage resource. Learn more: ServiceNow integration ↗️

Issues can be reported in either of the following ways:

  • From the Report Issue module in the web app.
  • From the Report issue option in the mobile app.
  • From an existing booking for the affected resource, on either the web app or mobile app.
  • From the resource details accessed via the booking grids or booking form on the web app.

When reporting an issue, details are selected and entered on the Report Issue form, and when submitted, a corresponding incident ticket is created in ServiceNow. Attachments are not supported.

About the Eptura Asset connection

When Eptura Asset is connected, you can report issues directly from Eptura Engage, automatically creating a work order in Eptura Asset.

Issues can be reported in either of the following ways:

  • From an existing booking for the affected resource, on either the web app or mobile app.
  • From the resource details accessed via the booking grids or booking form on the web app.

When reporting an issue, you enter a description in the Report Issue form and can add attachments if needed. When submitted, a corresponding work order is created in Eptura Asset.

Enable the issue reporting system

Select and enable the issue reporting system globally for your organization from Global setup.

  1. Sign in to Eptura Engage web app and navigate to Advanced setup > Global setup.
  2. On the Application tab, scroll down to Menu Options > Issue reporting system. and select the option appropriate for your organization:
    1. Eptura Engage + 3rd Party: Select to report issues to ServiceNow. 
    2. Eptura Asset: Select to report issues to Eptura Asset. 
      global issue reporting system.png
  3. Click Save to enable the issue reporting system globally for your organization.

When your Issue reporting system is globally enabled, you can enable it for each location. Follow the relevant steps for your reporting system:

How to report issues

Depending on whether your organization is reporting issues to ServiceNow or Eptura Asset, issues can be reported in the following ways:

ServiceNow and Eptura Asset
ServiceNow only

Integrating with ServiceNow adds the Reports issue module to the Eptura Engage web app and the Reports issue icon to the Eptura Engage mobile app.