Handling and closing issues

Resolving an issue in Tidal means working in its conversation: discussing it, attaching the evidence that shows it is fixed, and then closing it. A closed issue can be reviewed to record that it was closed properly.

Working on issues

An issue opens in a panel built around its conversation, which doubles as its audit trail.

Opening an issue

1. Click on an issue name in the overview
2. The details panel opens on the right side of your screen
3. Select the "Conversation" tab for collaboration
4. The panel shows all communication and progress

Understanding the conversation interface

The issue panel is built around its own conversation: the description at the top, then a running thread of updates.

What you see in the conversation:

• Description section - Description of the issue
• Comments thread - Chronological communication between team members
• Comment field - Here you can enter your own comment, but also upload evidence and format text with markdown

Collaborating via comments

Comments are the record of how the issue was resolved, and @mentions pull the right people in.

Adding comments

A comment is how you log progress, and Markdown lets you structure a longer update.

Writing new comment:

1. Scroll down to "Add your comment..." section
2. Type your message in the text field
3. Use Markdown for structure (headings, lists, links)
4. Click "Submit" to post comment

Comment best practices:

• Specific updates - What did you do, what was the result?
• Actionable information - Mention concrete next steps
• Timeline context - When do you expect results?
• Evidence references - Refer to uploaded files

Using @Mentions

An @mention notifies someone directly, so use it when you need their attention rather than just logging progress.

Notifying people:

1. Type @ followed by name or initials
2. Select person from dropdown list
3. Person receives automatic notification
4. Use for escalations, questions, or updates

Effective @mentions:

@john Can you check the firewall logs for period January 10-12?

@maria The new procedure is ready for review. See attached document.

@team We have identified the root cause. See update below.

Collecting evidence

Evidence is attached through a comment, and what counts as good evidence depends on the issue type.

Uploading files

Drop a file into the comment field and it attaches itself to that comment automatically.

Adding documents:

1. Scroll to comment section
2. Click "Drop, or click to add files" or drag files to the comment field
3. Files are uploaded and linked to comment
4. Link appears automatically in your comment

What does good evidence look like?

An incident needs a timeline and recovery proof; an audit finding needs the corrective action itself, not just a description of the gap.

For Incidents:

• Timeline documentation - When what was discovered and undertaken
• Impact assessment - Which systems/users affected
• Response actions - Concrete steps taken
• Recovery evidence - Proof that systems are restored

For Audit findings:

• Original finding - Exact auditor feedback
• Gap analysis - What is missing or failing
• Action plan - How you will solve it
• Completion evidence - Proof that issue is resolved

For Control gaps:

• Current status - How it works now
• Expected status - What needs to be implemented
• Implementation evidence - New configurations/procedures
• Test results - Validation that control works

Completing, reviewing, and reopening

Close an issue once it is genuinely resolved. A review records that it was closed properly, and reopening is available if it was not.

Closing issues

Direct closing

1. Select the three-dots menu in the top right of the Issue details panel
2. Select "Close issue" from the dropdown menu

Closing with a comment

1. Write the final comment as a new comment
2. Select "Submit and Close" instead of just "Submit"

Reviewing issues

Through Issue Reviews you can record that the Issue has been completed in the right way. A 'Reviewed' label is added to the Issue.

Viewing a closed Issue

1. Navigate to 'Closed' issues from the Issues overview page
2. Select the issue you want to review

Direct reviewing

1. Select the three-dots menu in the top right of the Issue details panel
2. Select "Review" from the dropdown menu
3. The "Reviewed" label appears immediately in the detail panel

Reviewing with a comment

1. Write the review comment as a new comment
2. a. Select "Submit and Review" instead of just "Submit" or;
3. b. Select "Submit and Reopen" to reopen the task (in case the review shows that additional work is needed)

Reopening issues

Direct reopening

1. Select the three-dots menu in the top right of the Issue details panel
2. Select "Reopen" from the dropdown menu

Reopening with a comment

1. Write the reason for reopening as a new comment
2. Select "Submit and Reopen" instead of just "Submit"

Next steps

After learning issue handling, you can:

• Systematically resolve issues - Work on solutions in a structured way
• Ensure adequate documentation - Correctly close issues with adequate evidence
• Team collaboration - Effectively collaborate via the conversation tab
• Support continuous improvement - Apply lessons learned to future issues

For general problems and questions, see Troubleshooting & FAQ.