Field members create issues to report back to their supervisors / HQ. If a relevant case doesn't already exist for a reported issue, a new case may be created. Conversely, if a case needs to be broken down into smaller components, it can be divided into multiple issues.

The issue table includes a column called Outcome that describes the relationship between an issue and a case, if applicable. If the issue has no associated case, this column remains blank. Otherwise, it will display one of the following:

• New: A new case was created for the issue.
• Merged: The issue was merged into a case.
• Existing: The issue was created from an existing case.

Cases have a status indicating their current progress and can be tagged for multiple scenarios. They may also have certain items hidden from specific users. In contrast, issues—since they are filled out by field members—have no visibility restrictions.

Additionally, cases maintain a timeline of actions performed and who performed them, while issues do not have such a timeline.