Scan reports

When someone at a site can't get a code to scan, they can send a report straight from the scanner. This page is where those reports land. For how a person sends one, see Reporting a scanning problem.

Where: Admin › Scan reports

How you hear about them

Every active global admin gets an email for each new report, with a link to it. Disabled accounts don't get one. You can also just check the page: the heading shows how many reports are open.

The list

Reports are shown newest first, 50 to a page. Use Open, Resolved or All to filter. Each row shows:

a status badge, Open or Resolved
the kind of problem: Won't scan, Not recognised, Wrong product or Something else
the site and the person who reported it
a camera icon when a photo came with it
the time it was sent (in UTC), the scanned code, and the start of what they wrote

Use ← Newer and Older → to move between pages. Click a row to open the report.

What's in a report

Details from reporter: what they typed, or "(no details added)".
The camera photo, when one was sent.
Site, linked to that site's inventory.
Reporter: name and email, so you can reply to them directly.
Sent: the time, in UTC.
Mode: Stock in, Stock out, Case or Visit.
Code and Symbology: the raw text the scanner read and the barcode type.
Parsed: the parts the app pulled out of the code, when it could.
Product: the product it was matched to, linked, if any.
Device: the phone or browser they were using.
Scanner diagnostics: a snapshot of the scanner's own state when the report was sent.

Statuses and triage

A report is always one of two things.

Open. Not dealt with yet. Every new report starts here.

Resolved. You've dealt with it. Once resolved, the page shows the date, who resolved it and any note.

A way to work through the list:

Filter to Open and open the oldest report.
Check the kind, the code and the product, and look at the photo. The code and Parsed line show what the scanner actually read. The Product line shows what it was matched to. See Unknown barcodes for how unrecognised codes are handled.
Fix the cause or contact the reporter. The email address is on the report.
Back on the report, add a Resolution note (optional), up to 500 characters, and tap Mark resolved.

If the problem comes back, open the report and tap Reopen. This clears the resolved date and the note, and the report goes back to Open. If another admin resolves or reopens a report at the same moment as you, whichever came first wins and yours changes nothing.

Resolving and reopening are both recorded in the Audit Log. Reports aren't deleted from the app.