The use of SharePoint project sites for project issue resolution and escalation

When managing a project, it is crucial to have a proper system in place for issue resolution and escalation. Without an effective process, issues can go unnoticed or unresolved, leading to delays and potential project failure. SharePoint project sites provide a powerful platform for managing project issues and ensuring timely resolution. In this article, we will explore how SharePoint project sites can be utilized for effective issue resolution and escalation.

SharePoint Project Sites: An Overview

SharePoint project sites are collaborative platforms within SharePoint that allow teams to work together on project-related tasks, documents, and discussions. These sites provide a centralized location for storing and accessing project information, making it easier for team members to collaborate and stay updated on project progress.

Using SharePoint Project Sites for Issue Resolution

One of the key features of SharePoint project sites is the ability to create and manage issue lists. These lists can be customized to fit the specific needs of the project, allowing teams to track and resolve issues efficiently.

Creating an Issue List

To create an issue list in SharePoint, follow these steps:

1. Go to your SharePoint project site and click on "Site Contents" in the left navigation menu.
2. Click on "Add an app" and search for "Issue Tracking".
3. Select "Issue Tracking" and click on "Create".
4. Give your issue list a name and click on "Create".

Customizing the Issue List

Once you have created the issue list, you can customize it to fit your project requirements. Here are some ways to customize the issue list:

• Add custom columns: You can add custom columns to the issue list to capture specific information related to the issues. For example, you can add columns for priority, status, assigned to, etc.
• Create views: Views allow you to filter and sort the issues based on specific criteria. You can create views to display open issues, closed issues, high-priority issues, etc.
• Set up alerts: SharePoint allows you to set up alerts for specific issues or changes in the issue list. This way, team members can be notified via email whenever a new issue is added or an existing issue is updated.

Managing Issues in SharePoint

Once the issue list is set up, team members can start adding issues and updating their status. Here are some best practices for managing issues in SharePoint:

1. Assign ownership: It is important to assign each issue to a responsible team member. This ensures that someone is accountable for resolving the issue and keeps track of its progress.
2. Provide clear descriptions: When adding an issue, make sure to provide a clear and detailed description of the problem. This helps the assigned team member understand the issue and work towards a solution.
3. Track progress: Regularly update the status of the issues to reflect their progress. SharePoint allows you to track changes and view the complete history of each issue, making it easier to understand how it has evolved over time.
4. Collaborate on resolutions: SharePoint project sites provide various collaboration tools, such as document libraries, discussion boards, and task lists. Leverage these tools to collaborate with team members and work towards resolving the issues.

Escalating Issues in SharePoint

While most issues can be resolved within the project team, there may be cases where escalation is necessary. SharePoint project sites offer several features to facilitate issue escalation:

• Alerts and notifications: As mentioned earlier, SharePoint allows you to set up alerts for specific issues. You can configure these alerts to notify higher-level stakeholders or management when an issue is escalated.
• Task assignment: SharePoint's task management capabilities enable you to assign tasks related to issue resolution to specific team members or groups. If an issue is escalated, the task can be assigned to a higher-level team or individual for resolution.
• Document management: SharePoint's document management features make it easy to store and access supporting documents related to the issues. This is especially useful when escalating issues, as it provides all the necessary information in one centralized location.

Conclusion

SharePoint project sites provide a robust platform for managing project issues and ensuring timely resolution. By utilizing the built-in issue tracking capabilities and customization options, teams can effectively track, resolve, and escalate issues as needed. With SharePoint's collaboration tools and document management features, teams can collaborate on issue resolution and keep all relevant information in one centralized location. Overall, SharePoint project sites are a valuable tool for project managers and teams, helping them achieve successful project outcomes.