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title: Troubleshooting & FAQ description: Frequently asked questions and solutions for Issues-related problems in Tidal Control sidebar_position: 4

Troubleshooting & FAQ

Frequently Asked Questions

Which issue type should I choose?

Choose based on origin and urgency:

Generic - For general matters:

• Creating new procedures
• Updating policies
• Organizational changes
• Test: Is this something you would execute as planned?

Incident - For acute problems:

• Security breaches
• System outages
• Data breaches
• Test: Does this need to be resolved today?

Audit finding - For external findings:

• Auditor identifies deficiencies
• Certification body demands action
• Compliance review findings
• Test: Does this come from an external party?

Control gap - For missing security:

• Required measures are missing
• GAP analysis shows deficiencies
• New risks require action
• Test: Are we missing important protection?

How do I determine the right priority?

High priority for:

• Compliance deadlines within 30 days
• Active security risks causing damage now
• Audit findings threatening certification
• System outages hindering business operations

Medium priority for:

• Planned improvements with quarterly deadline
• Preventive measures without direct threat
• Normal audit findings without urgency
• Organizational changes with clear planning

Low priority for:

• Optimizations without compliance impact
• Long-term projects (> 6 months)
• Nice-to-have improvements that can wait
• Documentation updates without deadline

Adjusting priority:

• Change in Details tab when situation changes
• Higher priority as deadlines approach
• Lower priority when urgency disappears

How do I collaborate on an issue when my team doesn't respond?

Activating team members:

• Use @mentions - @name in comments for direct notification
• Set deadlines - Concrete date for response or action
• Escalate to owner - If contributors don't respond
• Schedule meeting - For complex topics face-to-face

Effective collaboration:

• Clear questions - What exactly do you expect from whom?
• Communicate timeline - When do you need an answer?
• Provide context - Why is their input important?
• Offer alternatives - What happens if they don't respond?

Escalation steps:

1. Second @mention after 48 hours no response
2. Direct contact - Phone or personal conversation
3. Involve manager - For structurally non-responsive
4. Change owner - If contributor consistently unavailable

Common Problems

Issue keeps getting reopened by owner

Possible causes:

• Solution is incomplete - Problem manifests again
• Evidence missing - Owner cannot verify solution
• Miscommunication - Expectations about solution differ
• Scope expansion - New requirements are added

Solutions:

1. Talk to owner - What exactly is missing for closure?
2. Collect more evidence - Screenshots, tests, documentation
3. Test more thoroughly - Check if solution really works
4. Document better - Explain what you did and why

Prevention for next time:

• Ask owner for closure criteria upfront
• Test solution together with owner
• Document every step of implementation
• Plan follow-up meeting after closure

Missing deadlines and issue overruns

Causes of delay:

• Complexity underestimation - Solution proved more difficult
• Resource conflicts - Team has other priorities
• External dependencies - Waiting for suppliers or approvals
• Scope creep - Issue grows during execution

Take immediate action:

1. Update deadline - Set realistic new date
2. Communicate delay - Inform owner and stakeholders
3. Plan recovery - What can be accelerated?
4. Escalate if needed - Request management support

Prevention measures:

• Plan buffer time - 20% extra time for unexpected problems
• Weekly check-ins - Early detection of problems
• Dependency mapping - Identify external dependencies
• Realistic scoping - Split large issues into smaller parts

Come across an issue we haven't covered?

Send an email to support@tidalcontrol.com, and we'll get in touch as soon as possible.