Reporting a problem
Whilst using Lighthouse, you may come across a record which contains errors - for example, a member with an incorrect birthday. Lighthouse now contains a “Report problem” button, which allows you to send a record and details of any errors to the team at HQ. This feature is supported on the following types of records:
In this module:
How to report a problem
If you come across a record which contains an error, click on the “Report problem” button at the top of the page. You will need to be viewing the contact, not editing it. Ensure you have clicked on the eye icon to view the contact.
A pop-up menu will appear with a drop-down list of possible errors. Choose one from the list, or if nothing quite fits, select “Something else is wrong”.
Please provide any relevant information which will help the HQ team to find or fix the problem. You do not need to include the name or details of the record you are querying, as this will automatically be provided. If some aspect of the record is not correct, please provide the correct value in the details box - you may see the details currently on the record appear beneath the drop-down menu.
For some types of errors, such as members who have resigned, you may be required to provide supporting evidence in PDF format. A third box will appear marked “Evidence”. To add evidence, click the button labelled “Browse” and select the file from your computer.
When you are finished, click “Report problem” at the bottom of the pop-up box. After you click this button, you will receive an email with details of the issue you have raised. Please note that it may take a minute or so for your problem to appear on the “Problems” tab.
How to see the status of the problem you reported
Click on “Problems” in the blue menu bar at the top.
You will be directed to the “Problems” tab, where the problems reported by users in your local party can be viewed in a list. You can use the filter options at the top of this list to view all problems, unresolved (open) problems or solved (closed) problems. To view the details of a problem you reported, click on the eye icon at the left-hand side of the list - in the same row as the problem you wish to view.
'The record this problem refers to no longer exists in Lighthouse' means that the record that was reported has been removed, most likely because it was merged with another contact, as there were duplicates.
You will be directed to the details page, where you can view further information about the reported problem.
If you would like to provide additional comments on the reported problem, scroll to the bottom of the details page. You can type further information or updates into the “Comment” box, or choose to close the case by checking the “Solved” box.
Please only check this box if you believe the issue has been resolved, and explain why you are closing the problem in the “Comment” section. Once you are finished, click “Add more information”. You will receive an email to confirm your changes to the reported problem.
How do HQ deal with problems?
When problems are reported, HQ gets an automated email with links to the record. This means you don’t have to add additional identifying information when you submit the report.
We aim to deal with your problem within 2 working days, but this is not always possible.
If we do need any more information, we will reply to the automated email, so any follow-ups will go directly to your email.
- Report a problem with a contact (put test in the description so we know not to action it)
Tasks are quick and easy things you can do after each module to help practice what you've learned. Try them out and see if they help!