on timeline for CASE-****: Mobile – Unable to Add Completion Notes to Task demonstrates the need for improved prioritization and responsiveness when core CMMS functionality is disrupted.
Current Limitations
- Excessive Delay: The issue was reported on December 6, 2024, but not resolved until September 5, 2025 (~9 months, 274 days).
- Critical Feature Impact: Completion notes are vital for documentation, accountability, and compliance in maintenance operations.
- Widespread Issue: This was not an isolated report—multiple users (including Zisha and David) had flagged the same defect.
- Undermined Confidence: Extended timelines for core features weaken user trust and disrupt daily workflows.
General Example
A technician completes a task but cannot add completion notes due to the defect. Without notes, the task record lacks documentation required for audits and future reference. Over the nine months before resolution, teams were forced to rely on workarounds, leaving compliance gaps and frustration across users.
Requested Enhancements
- Faster Escalation for Core Defects
Establish clear SLAs (service-level agreements) for critical functionality issues, with immediate escalation to engineering. - Improved Communication
Provide regular updates to affected customers, including expected resolution timelines and status during triage and testing. - Resolution Within Weeks, Not Months
For core workflow defects, target a resolution within 4–8 weeks:- Acknowledgement in 1–2 days
- Engineering triage within a week
- Fix developed, tested, and deployed within 2–4 weeks
Business Value
- Operational Continuity: Ensures teams can maintain accurate, compliant records without disruption.
- User Confidence: Builds trust that Limble can address core issues swiftly and reliably.
- Compliance Assurance: Prevents regulatory and audit risks caused by missing documentation.
- Customer Satisfaction: Faster timelines improve the user experience and reduce frustration.
