Issue reporting and investigations

Report incidents in real time, launch structured investigations, and maintain a compliance-ready audit trail from discovery to resolution.

When something goes wrong in an operation — a safety hazard, a quality failure, a non-compliance event — the speed and structure of the response matters as much as the initial report. Supa Issues gives every staff member a simple way to capture an incident the moment they discover it, and gives managers a structured workflow to investigate, assign corrective actions, and close the loop with a full audit trail.

Key features

Standardised report forms

Every incident is captured using a consistent form that ensures the right details are always recorded — what happened, where, when, and who was involved.

Root cause analysis workflow

Supa guides investigators through a structured root cause analysis with automated prompts, so investigations are thorough and consistent regardless of who conducts them.

Compliance-ready audit trail

Every action — report submission, status update, comment, corrective action, closure — is time-stamped and recorded. The full audit trail is exportable for regulatory or franchise compliance reviews.

Photo and media attachments

Attach photos, videos, and files to an issue at any stage — during the initial report or during the investigation. Visual evidence is stored with the issue record permanently.

Resolution tracking

Track the status of every issue from open to resolved. Set resolution deadlines and receive automatic reminders when they approach.

Linked to checklists and tasks

Issues can be created automatically from failed checklist items or linked manually to tasks and other issues — keeping related records connected.

Report an issue

1. Open the issue reporter

   In the Supa mobile app, tap Report Issue from the home screen or from within any checklist or task. On the web dashboard, navigate to Issues > New Issue.

2. Fill in the report form

   Complete the standardised fields: issue type, description, location, and date/time. The form is designed to be completable in under two minutes.

3. Attach photos or video

   Tap Add photo to capture live evidence using the camera, or attach an existing photo from within the Supa session. Add as many attachments as needed.

4. Submit

   Tap Submit. Supa immediately notifies the assigned manager or area manager with a push notification, and the issue appears in the Issues dashboard in real time.

Issues created from failed checklist items are linked automatically to the original submission. When a manager reviews the issue, they can see the failed checklist item, the photo submitted, the GPS location, and the timestamp — all in one view.

How managers handle issues

When an issue is reported, the assigned manager receives a notification and can act immediately from the dashboard:

1. Review the report — read the description, view attached photos, and see the location and time of the incident
2. Assign an investigation — designate an investigator and set an investigation deadline
3. Set a resolution deadline — define when the issue must be fully resolved and notify the responsible party
4. Add comments — communicate with the reporting staff member or investigation team directly on the issue record

How investigations work

Supa’s investigation workflow walks the investigator through a structured root cause analysis:

• What happened — a detailed description of the incident
• Immediate cause — the direct action or condition that led to the incident
• Root cause — the underlying reason the immediate cause occurred
• Corrective actions — specific tasks assigned to address the root cause, with owners and deadlines

Each corrective action becomes a linked task in Supa’s task management system, so completion is tracked and escalated using the same rules as any other task.

Audit trail

Every issue in Supa maintains a full chronological log of:

• When the issue was reported and by whom
• Every status change (open, under investigation, pending review, resolved)
• Every comment and attachment added
• Corrective actions assigned and when they were completed
• Who closed the issue and when

This record cannot be edited after submission, making it suitable for compliance audits, franchise reviews, or legal matters.

Export issue reports

From Issues > Reports, filter by date range, location, issue type, or status and export the results as a CSV or PDF. Exported reports include the full audit trail and all attachments listed as references — suitable for presenting to regulatory bodies or internal compliance teams.