> ## Documentation Index
> Fetch the complete documentation index at: https://support.parker.work/llms.txt
> Use this file to discover all available pages before exploring further.

# Report a problem and escalate

> Raise a fault, request, or concern from site. Parker creates the record when you confirm; your Salesforce assignment rules and flows decide who's told.

Problems reach the right person in minutes. Tell Parker what's wrong, by photo, voice note, or text. Parker drafts the record your Salesforce uses, a case, a concern, or a request, and saves it when you confirm. From there your own Salesforce assignment rules, flows, and escalation rules take over. Parker doesn't decide how serious something is.

## Before you begin

* [Get the Parker app](https://support.parker.work/mobile/parker-app.md#get-the-app).
* Your Salesforce login can create the record, such as a case.

## Report a problem

**1. Say what's wrong**

A photo with a caption, a voice note, or a line of text. "Chiller 1 tripping on high discharge pressure. Fault code E42 on the controller. Needs a specialist."

**2. Pick the account or site**

If your message names it exactly, Parker uses it. Otherwise it lists likely matches for you to pick. Parker asks rather than picking one for you.

**3. Classify it yourself**

When a field such as priority, severity, or type matters to how the record is routed, Parker asks you to choose it. Choices arrive as buttons.

**4. Confirm**

Parker shows the record as a card. Tap **Confirm**. Parker saves it as you, attaches any photos, and replies with the number.

> [!NOTE]
>
> **Nothing is saved until you confirm.**
>
> Before Parker creates or changes a Salesforce record, it shows the change field by field. Nothing is written until you select **Confirm**. In the Parker app the card offers **Confirm**, **Edit**, and **Cancel**. In the web app it offers **Confirm** and **Reject**.
>
> See [How Parker acts on your behalf](https://support.parker.work/get-started/how-parker-acts.md).

![After Looks right, Parker asks when someone can come in, with Today, Tomorrow, and Another day buttons.](https://mintcdn.com/fieldko/0NheQi8f6GIQ78vb/images/phone/photo-case-questions.png?fit=max\&auto=format\&n=0NheQi8f6GIQ78vb\&q=85\&s=5ca89b03337fce0e8f51d68076fc29f0)

One question at a time, with one-tap answers.

## Who gets told?

Whoever your Salesforce setup says. Parker creates the record as you, and for a case from a photo or a captured message asks Salesforce to run your assignment rules. It does nothing else itself. Anything that happens next, such as assignment, a flow, an email, or an escalation timer, comes from your Salesforce configuration, the same as for a record created through Salesforce's API.

| Your Salesforce has | What happens after Confirm |
| - | - |
| Case assignment rules | For a case Parker creates from a photo or a captured message, Parker asks Salesforce to run your active assignment rules, so the case lands in the queue or with the owner your rules pick. Parker support can turn this off for your workspace. For other records, Salesforce applies whatever it does for API-created records. |
| A flow or trigger on record create | It runs, such as emailing a manager or creating a follow-up task. |
| Escalation rules | Salesforce starts the clock from the record's creation time, the moment it saved. |
| None of these | The record is created with you as the owner, and nobody is told. |

Parker doesn't notify anyone itself, and doesn't submit records to a Salesforce approval process. If your team expects a person to be told, check in Salesforce that the owner or queue is right after you confirm, and tell them directly if it isn't.

## Examples

| You send | What's created |
| - | - |
| A photo of a corroded condensate pump: "Failed, outside PPM scope. Needs a quote to replace." | A case on the asset, with the photo, for the quoting team. |
| By voice: "Mrs Hale's heel looks red and sore today. Possible pressure sore." | A concern on the client's record, for a nurse to review. |
| "Burst main on Station Road, water in the road, isolating now." | A case with the location and time, for the duty manager. |
| "The decking at Lodge 14 needs extending. Owner's asked for a quote." | A request on the owner's account. |

## What Parker doesn't do

* **Judge how serious it is.** Parker may suggest a priority from what you said, but you set it: change it on the card before you confirm. It doesn't make a professional judgement about a person or a risk.
* **Pick who handles it.** Your Salesforce rules decide. Parker doesn't message the on-call engineer, nurse, or manager on its own.
* **Raise anything from a forwarded message alone.** A forwarded message or photo can suggest a record, but only your tap on **Confirm** creates one.

## Still need help?

Check [Troubleshooting](https://support.parker.work/reference/troubleshooting.md) for the exact message you see. If a setting is admin-only, ask your Parker admin. For anything else, [contact support](https://support.parker.work/reference/contact-support.md).

## Related

> [card] [Log a job from a photo](https://support.parker.work/mobile/log-a-job.md)
>
> Every step of a case from a photo.

> [card] [When Salesforce says no](https://support.parker.work/mobile/when-salesforce-says-no.md)
>
> Required fields and validation rules.


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