---
title: "Issues: 12d Synergy Web and Mobile Apps"
slug: "issues12dsynergywebandmobileapps"
updated: 2026-03-18T02:45:32Z
published: 2026-03-18T02:45:32Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.12dsynergy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Issues: 12d Synergy Web and Mobile Apps

You can now raise issue tickets (problems) in a job in 12d Synergy and track them to closure. These issues are categorised under customised [issue types](/v1/docs/issue-types)created by your 12d Synergy Administrator. Each issue type has different stages defined towards its resolution. As the issue progresses through these stages, its status has to be updated.

You can create issue tickets in a job in two ways.

1. There is an **Issues**link in the job tree from where you can [create](/v1/docs/v6issuesinwebapp#111-from-the-issues-link-in-the-job-tree), [update](/v1/docs/v6issuesinwebapp#13-how-to-edit-an-issue-ticket)and view issue tickets on that job.
2. You can [create an issue on a managed folder (which is not under a 12d Model Project folder) or a 12d Model project folder](/v1/docs/v6issuesinwebapp#112-from-the-issues-tab-of-a-managed-folder-or-a-12d-model-folder) from the **Issues**tab when you select it in the job tree.
3. If the issue ticket has to be raised on an .ifc file, then you can [create it from the BIM Model Viewer](/v1/docs/v6issuesinwebapp#12-how-to-create-an-issue-from-the-model-bim-viewer).

> [!NOTE]
> - If you are a 12d Synergy Administrator, by default, you have permission to create an issue ticket. However, if you are a user, you will need the following explicit [permissions](/v1/docs/v5permissions#151-explicit-permissions) to create issue tickets. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/perms.png)
> - If you are a collaborator, you do not have access to view or create any issues.

### 1.1. How to Create an Issue Ticket

#### 1.1.1. From the **Issues Link**in the Job Tree

1. In the **12d Synergy Web**application, click the **Issues**link in the job tree. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/il(1).png) The list of created issue tickets is displayed.

> [!NOTE]
> You can filter the results using the **Filters** ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/togg.png) toggle button. The following filters are displayed. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/filters.png)
2. [Create an issue](/v1/docs/v6issuesinwebapp#113-creating-the-issue).

#### 1.1.2. From the Issues tab of a Managed Folder or a 12d Model Folder

> [!NOTE]
> If a managed folder is part of a 12d Model project, then you cannot raise issues on it.

1. In the **12d Synergy Web**application, select the managed folder or 12d Model folder from the job tree, on which you want to raise the issue.

| Managed Folder | 12d Model Folder |
| --- | --- |
| ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/mfissues(1).png) | ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/12dmfiss.png) |

The list of created issue tickets on this folder, if any, is displayed.
2. [Create an issue](/v1/docs/v6issuesinwebapp#113-creating-the-issue).

#### 1.1.3. Creating the Issue

1. Click the **Add** ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/image(63).png) button at the bottom-right corner of the page.

The **New Issue** ticket is displayed.

![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/if.png)
2. Enter a name for the issue in the **Title**field.
3. Select the type of issue you are creating from the **Type**list. The issue types created by your 12d Synergy Administrator are displayed in this list.
4. Click the colour bar on the **Colour**field to select the font colour of the new issue.

> [!NOTE]
> If your 12d Synergy Administrator has selected a default colour for an issue type, then that colour is displayed in the **Colour**box when you create an issue ticket of that issue type.
5. Select the current status of the issue from the **Status**list.
6. Click the ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/image(64).png) icon against the**Assigned To** field to select and assign the issue to a contact. Once the issue is created, an email is sent to the assignee notifying him/her of the assignment. If the assigned person is the same as the user creating the issue, then no explicit email is sent.
7. Select the date from when the issue has been occurring from the **Choose start date**list.
8. Select the date by which the issue has to be resolved from the **Choose due date**list.
9. You can attach a file, a 12d Model project, or a Managed folder to the issue you are creating. Click the ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/attachicon.png) icon and select the required entity from the list displayed. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/attach.png)

> [!NOTE]
> When you attach any of the above displayed entities to the issue, the issue ticket also gets linked to that entity. So, when you view that entity, the issue ticket that it is attached to is displayed in the **Issues**tab as shown below. Here, a file is attached to an issue ticket. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/fileissue.png)
> 
> You can add more issues to the entity (file in the above example) using the **![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/copyoffilesfiles.doc-image-fi928ph8.png)** icon at the bottom-right of the page in the **Issues**tab. You can also choose to edit or delete an issue using the corresponding **Edit**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/editicon(5).png) icon and **Delete** ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/copyoffilesfiles.doc-image-qip9o4lm.png) icon, respectively.
10. Enter a mandatory description of the issue in the **Description**tab.

> [!NOTE]
> If the issue ticket you are creating is of an issue type that has attributes added in its definition, then those attributes are displayed in the **Attributes**tab of the issue ticket creation form.
11. If you want to notify other contacts about issue ticket updates via email, you can add them as watchers in the **Watchers**tab. Click the **Add**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/image(63).png) button in the **Watchers**tab and select the required contacts.
12. If you want to associate an entity with this issue ticket, click the **Add**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/image(63).png) button in the **Associations**tab and select the required entity from the displayed list. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/assoc.png)

Follow the steps to associate that entity with the issue ticket. The entity associated is then displayed in the **Associations**tab. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/assoc2(2).png)

> [!NOTE]
> When you associate any of the above displayed entities with the issue, the issue ticket is also associated with that entity. So, when you view that entity, the issue ticket that it is associated with is displayed in the **Associations**tab, as shown below. Here, a folder is associated with an issue ticket. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/assoc(2).png)
13. Click the **Create**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/create.png) link at the end of the ticket. The issue ticket is created and displayed in the **Issues**link in the job tree. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/issueslist.png)

If you select an issue ticket from the list, its details are displayed in the **Details**tab, as shown below. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/issueslist1.png)

> [!NOTE]
> You can add your comments about the issue in the **Add a comment**box in the above window. You can also tag other users with ***@<username>*** to notify them via email about the comment being made. Any user who can view the issue tickets can add comments on an issue ticket.
> 
> You can also generate issue-related reports by clicking the ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/reports11.png) link.

When you access the entity attached to the issue ticket(in step 10 of the above procedure) either from the job tree or by clicking the **Go to Attachment**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/gotoatt.png)****link in the above image, you can see that the issue ticket is displayed in the **Issues**tab of that entity.

### 1.2. How to Create an Issue from the Model (BIM) Viewer

1. In the **12d Synergy Web** application, [visualise the required IFC file, IFCzip file](/v1/docs/clone-views#1how-to-visualise-an-ifc-or-ifczip-file) or [a federated folder](/v1/docs/clone-views#2how-to-visualise-a-federated-folder) on which the issue has to be raised. The file/folder is opened in the Model Viewer. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/ifcview(1).png)

> [!NOTE]
> If you select a federated folder, you can choose to select a file from that folder using the **Select Models to show** ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/1(2).png) icon to raise an issue on it.
2. Place the mouse cursor on any point on the file and zoom in using your mouse scroll wheel. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/zoom.png)
3. Click the **Create an Issue** ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/issueicon.png) icon from the toolbar of the **Model Viewer**window.
4. Place the cursor on the point where there is an issue in the visualised file. Let’s create an issue titled “Review the height of the traffic island”. Place the cursor on the traffic island, as shown in the image below. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/ptofissue(1).png)

A blue-coloured dot is displayed at the point of issue, and a **Create Issue** prompt to fill out the details of the issue is displayed. You will also see that a snapshot of the zoomed-in file with the point of issue is taken automatically and displayed in the **Preview**section of the **Create Issue** prompt.
5. Enter a relevant title for the issue in the **Title**field.
6. Select the issue type from the **Type**list. By default, the **Generic**issue type that is shipped with the 12d Synergy applications is displayed.

By default, the **Status**of the issue is selected as ***Not Started***(the first status of the issue type). However, you can change it if needed.
7. Click the![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/v5taskstasks.doc-image-fx6xovbd.png) icon against the **Assigned to** field to assign the issue to a contact. Once the issue is created, an email is sent to the selected Assignee notifying him/her of the assignment. If the assigned person is the same as the user creating the issue, then no explicit email is sent.
8. Click the calendar icon ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/v5issuingissuing.doc-image-6ko54xj1.png) displayed next to the **Choose start date** and **Choose due date** to select start and due dates, respectively.

There are four tabs displayed below the **Preview** field of the issue. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/desc.png)
  - **Description**— Enter a brief description of the issue in this tab. It is mandatory to give a description.
  - **Attributes**— If any attributes are created for the selected issue type, they are displayed in this tab.
  - **Watchers**— You can add a list of contacts who should be notified of issue updates. Even if a comment is added to the issue, all contacts added as watchers will be notified.
  - **Associations**—You can associate this issue with another entity, such as a file, folder, job, task, 12d Model project, contact, company, or another issue. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/associate.png)
9. Click the **Create**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/create(1).png) link. An issue is created, and its details are displayed in the **View Issue**form. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/vieiss.png) The **Log**tab is a new tab in the **View Issue** form. It displays all details of the updates made to an issue in chronological order.

> [!NOTE]
> - You can click the **Edit**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/edit(7).png) icon to edit or update the details of the issue.
> - You can click the**Delete Issue** ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/deliss.png) icon to delete the issue.
> - You can click the **Reports**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/reports.png) icon to generate issues related reports.

The issue is also added to the list of created issues in the **Issues**link in the job tree structure. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/image(96).png)

### 1.3. How to Edit an Issue Ticket

> [!NOTE]
> If you are a 12d Synergy Administrator, by default, you have permissions to edit an issue ticket.
> 
> However, if you are a user, you will need the following explicit permissions to view and edit issue tickets. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/perms.png) If these permissions are not given to you, the **Edit**icon and button are disabled.

1. In the **12d Synergy Client** application, click the **Issues**link in the job tree. The list of created issue tickets is displayed to the right. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/image(69).png)
2. Do one of the following:

The details of the issue ticket are displayed. ![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/editi.png)
  - Click the **Edit**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/editicon(5).png) icon displayed in the **Actions**column of the issue ticket you want to edit.
  - Click the issue ticket you want to edit and click the **Edit**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/edit(6).png) link on the page that is displayed.
3. Edit or update the issue ticket as required, and click the **Update**![](https://cdn.document360.io/36833d89-59e3-46a5-b491-e9aa1b524a85/Images/Documentation/updatebutt.png) link. The issue ticket is updated, and its details are displayed.