Creating an Issue
Report a new equipment issue with photos, priority level, and description -- then choose whether to start AI diagnosis or schedule a technician.
Report an equipment issue
When a piece of equipment has a problem, the first step is to report it as an issue. You can create an issue from two places:
- From the Issues page -- Click the Report Issue button in the top-right corner.
- From an equipment detail page -- Navigate to a specific piece of equipment and use the report issue action.
Both paths open the same two-step reporting form.
The reporting flow
Creating an issue is a two-step process: describe the problem, then choose what to do next.
Describe the problem
Fill out the issue reporting form with the details of the equipment problem. The form header reads Report an Equipment Issue with the subtitle "Step 1 of 2: Describe the Problem".
Complete the following fields:
- Which equipment has the problem? (required) -- Select the equipment from a dropdown list. The dropdown shows each item's name, type, and room or location. A Recently Used section below the dropdown offers quick-select buttons for your last three equipment items. If no equipment has been added yet, you will see a prompt to either add equipment or describe it manually.
- What's happening? (required) -- Enter a brief description of the problem. Examples: "Chair won't go up or down", "Error code E-15 showing", "Strange noise when compressor runs".
- Tell us more (optional) -- Provide additional detail such as when the problem started, what you were doing, or any error codes or messages.
- What have you already tried? (optional) -- Describe any troubleshooting steps you have already attempted. This helps AI diagnostics avoid suggesting steps you have already taken.
- Add Photos (optional but recommended) -- Upload photos of error codes, damage, or symptoms. Photos help AI diagnose faster. You can upload multiple photos.
- How urgent is this? (required) -- Select a priority level (see below).
- Does this affect the equipment's availability? -- Update the equipment's operational status if the issue impacts its usability.
- How would you like to proceed? -- Choose between Generate AI Diagnostic Report (recommended) or Just log the issue.
Click Continue to proceed to step 2.
Choose your path
After the issue is saved, you see the Choose Your Path screen with three options:
- Get AI Help (recommended) -- The AI will analyze your issue and create a personalized diagnostic plan. The card highlights: "Analyzes your photos and description", "Creates step-by-step troubleshooting plan", and "Can escalate to technician anytime". Click Start AI Diagnosis to begin.
- Call a Technician -- Skip diagnosis and schedule a service call. ChairPulse prepares a summary for your technician. Click Schedule Service to open the service scheduling dialog.
- Just Log It -- Track the issue and come back to it later. You can start diagnosis or call a tech anytime from the issue detail page. Click Save and View Issue to go to the issue detail.
If you selected Generate AI Diagnostic Report in step 1, the system skips this screen and takes you directly to the diagnostic report page.
If you selected "Generate AI Diagnostic Report" during issue creation, the system automatically generates a report and navigates you to the report page. You can always access the Choose Your Path options later from the issue detail page.
Priority levels explained
Priority determines how the issue appears in the issues list and how urgently it needs attention. Choose the level that best matches the impact on your practice:
| Priority | Label | When to use |
|---|---|---|
| Critical | Equipment unusable, stops patient care | The equipment cannot be used at all, and patients are directly affected. Example: dental chair hydraulics completely failed mid-appointment. |
| High | Significant impact, need fix soon | The equipment has a serious problem but is not completely down. Example: autoclave cycle times are much longer than normal. |
| Medium | Can work around it temporarily | The issue is noticeable but does not prevent using the equipment. Example: curing light battery drains faster than usual. This is the default selection. |
| Low | Minor issue, fix when convenient | A cosmetic or minor functional issue that can be addressed during scheduled downtime. Example: minor scuff on chair upholstery. |
Critical issues display a pulsing red indicator in the issues table to draw immediate attention from your team.
Photo guidance
Adding photos significantly improves the accuracy of AI diagnostics. When uploading photos, focus on:
- Error codes or messages displayed on the equipment screen
- Visible damage such as cracks, leaks, or discoloration
- Symptoms like unusual positioning, blinking lights, or foreign objects
- Labels and model numbers if relevant to the problem
Photos are stored with the issue and are accessible from the issue detail page.
Equipment status update
When reporting an issue, you can update the equipment's availability status to inform the rest of your team. For example, if a dental chair is completely non-functional, change its status to reflect that it is under repair. This status change appears on the Equipment page and helps with scheduling.
Pre-filled equipment
When you navigate to issue creation from an equipment detail page, the equipment field is automatically pre-filled with that piece of equipment. You can still change the selection if needed.
What happens after creation
Once the issue is created:
- It appears in the Issues list with an Open status.
- If you chose AI diagnosis, you are taken to the diagnostic report or AI diagnostic chat.
- If you chose to call a technician, the Schedule a Service Call dialog opens.
- If you chose to just log it, you are taken to the issue detail page where you can take action later.
Last updated Mar 13, 2026
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