In this article
1. Before you start
2. Assigning a P1–P2 Action to a contractor
3. Following up overdue Actions
4. Good practice
5. Related articles
1. Before you start
• This guide covers the highest-priority faults: P1 Critical and P2 Urgent.
• A contractor must already be a user on the site to appear in the Assigned list. If they are not listed, request access from your CIM Customer Success contact or engineering@cim.io.
• For this guide, an overdue Action is a P1–P2 Action still open more than 30 days after it was raised, in line with the P1–P2 target of resolving 80% within 30 days.
2. Assigning a P1–P2 Action to a contractor
There are two ways to assign work. Use Option 1 when responding to a new fault (it carries the alert’s detail across automatically), or Option B to raise a standalone Action.
Option 1 — From an Alert (recommended)
1. Go to Alerts and select your Site.
Alerts inbox — Click the blue 'Action' button to assign to contractors
2. Click Filter, open Priority, and select P1 Critical and P2 Urgent so only high-priority alerts show. By default: Alerts will be sorted by priority and recency
3. Open the alert and click the blue Action button. This opens a pre-populated Create Action form with the issue, equipment and recommended solution already filled in.
4. In Assigned, select the relevant contractor.
5. @Mention and add Comment to add additional context to the Action
6. Click Create, to email the Action to the contractor.
Option 2 — Create a standalone Action
1. Go to Actions > Manager and click Create Action.
2. Complete Title, Assigned (the contractor), Description, Equipment and Solution, and set Priority to P1 Critical or P2 Urgent.
3. Click Create, to notify the contractor by email.
3. Following up overdue Actions
Use the Actions report to see, by contractor, what is open and how long it has been outstanding, then chase the specific Actions inside PEAK so the history stays in one place.
Step 1 — See open Actions by assignee
1. Go to Reports > Actions.
2. Select your Site (or use Compare for several) and a Date range (recommend use past 90 days.
3. Choose the Assignee tab to group results by indiviudals.
4. In Filter by, set Priority to P1/P2 and use Age to focus on Actions open beyond 30 days.
5. Read each contractor’s Open actions, Time open (avg.) and Completion rate. A low completion rate or high average time open shows where to push.
Actions report grouped by Assignee, showing open actions, average time open and completion rate per contractor
Step 2 — Drill into the specific Actions
1. Click a contractor’s Open actions number to open their filtered list of open Actions.
The contractor’s open Actions, opened from the report
Step 3 — Chase the contractor (for anything > 30days)
1. Open the overdue Action and go to Comments.
2. Type @ and select the contractor to @mention them, then add a clear, dated request (for example: “Please provide an update or attendance date by Friday”). @mentioned users are notified by email.
3. The contractor can reply straight from the email link, so the whole conversation stays on the Action.
Step 4 — Confirm it is resolved
When the work is done, ensure the assignee move's the Action to Closed using the green Resolved button; any linked alert closes at the same time. If a decision is made not to proceed, use On Hold or Not Doing and leave a comment explaining why.
Good practice
• Keep one Action per issue so accountability and history stay clear.
• Chase inside PEAK with @mentions rather than separate emails, so every update is captured against the Action.
• Sort Actions Manager by Updated (oldest first) to surface stale Actions quickly.
• Revisit the Assignee report regularly (for example, weekly) to keep P1–P2 completion rates on track.