> ## Documentation Index > Fetch the complete documentation index at: https://docs.d0pam1ne.blackhatethicalhacking.com/llms.txt > Use this file to discover all available pages before exploring further. # Remediation workflow > The Issues workqueue, statuses, SLA deadlines, overdue tracking, and bulk actions. The **Issues** tab under Synapse is the remediation workqueue across every client. It is where your team drives reported findings to a confirmed fix, under a deadline, with the client. ![The cross-client Synapse Issues workqueue](https://mintcdn.com/black-hat-ethical-hacking/OoWrmGEHoSIMtvDf/images/synapse/issues-workqueue.webp?fit=max\&auto=format\&n=OoWrmGEHoSIMtvDf\&q=85\&s=e55352f8a7805da4be7e7dc2a8d6e14f) The Issues workqueue: every reported issue across all clients, with status, severity, client and SLA, plus Filters, select and CSV / JSON export. ## The workqueue Every reported issue, across all clients, lands in one list. Filter it by **status**, **severity**, **overdue**, **affected asset** (host or IP) and **client**. The client cell is a link that filters the list to that one client. An Apiary-style **filter drawer** on the right groups the filters into multi-select sections (projects tree, remediation status with icons, severity, and so on) so you can narrow a large queue without hunting through inline dropdowns. Select issues with the row checkboxes, or select all in view, to act on many at once (see [Bulk actions and export](#bulk-actions-and-export)). Rest the mouse on a row to preview it without opening it: a small card shows the deadline, where the issue sits, its severity and CVSS, the affected assets, the start of the write-up and how many client messages are unread. Previewing never marks those messages seen; only opening the issue does. ## External and internal issues Every issue carries its side: **External** for the internet-facing surface, **Internal** for findings from inside the client network (from the Black Hole Beacon or an internal test), each internal one with its **site**. When the queue holds both, an **All / External / Internal** switch with counts sits at the top right of the workqueue, a **Where** column shows each issue's side and site, and the filter drawer gains a **Site** section. Exports include **Network** and **Site**. Opening an issue shows a **Where it is** card with the host's address, names and, for an inside machine, device type, operating system, vendor, MAC and site. The Synapse **dashboard** splits on it too: an **External surface** and an **Internal network** tile with open, overdue, critical or high and resolved counts (click one to open the workqueue on that side), a **Chase first** list of the open issues to act on today across every client (overdue first, then the soonest due), and External and Internal columns plus a resolved bar per client in **By client**. The tiles and columns appear once any internal issue exists. ## Status lifecycle A finding carries one status through its whole life. The remediation-relevant ones: * **Reported**: the gate into Synapse. Setting a finding to Reported sends it to the client portal; moving it back removes it. See [How an issue reaches Synapse](https://docs.d0pam1ne.blackhatethicalhacking.com/synapse/overview.md). * **Retest required**: the client marked it fixed and asked you to recheck. * **Risk accepted**: the client chose to accept the issue rather than fix it. * **Fix confirmed** / **Fix unconfirmed**: the outcome of a team retest. Each issue opens with **Info**, **Messages** and **Retest** tabs. **Info** carries a **Change status** control that sets Fix confirmed, Fix unconfirmed, Open, Retest required or Risk accepted in one step. ![The team-side issue Info tab with the Change status control](https://mintcdn.com/black-hat-ethical-hacking/OoWrmGEHoSIMtvDf/images/synapse/issue-change-status.webp?fit=max\&auto=format\&n=OoWrmGEHoSIMtvDf\&q=85\&s=14dc5a812197d62962123ff844415ab6) The issue Info tab: CVSS, weakness, affected asset and the full write-up, with Change status in one place. > [!WARNING] > > **Fix confirmed** is team-only. A client can request a retest, accept the risk, or re-open a fix, but can never mark a fix confirmed themselves, so verification is always independent. See [Client actions](https://docs.d0pam1ne.blackhatethicalhacking.com/synapse/portal.md#client-actions). ## SLA and overdue tracking Remediation deadlines are set per severity on the **SLA** tab: how many days a Critical, High, Medium or Low issue has to be fixed. These drive the overdue tracking across the workqueue and the client's own view. * A **global default** SLA applies to every project. * A **per-project override** lets a specific engagement run on tighter or looser deadlines without changing the default. An issue past its deadline is flagged overdue, and the Issues nav count turns red and pulses when any issue in view is overdue, so an at-risk queue is obvious at a glance. ![The Synapse SLA tab with default deadlines and per-project overrides](https://mintcdn.com/black-hat-ethical-hacking/OoWrmGEHoSIMtvDf/images/synapse/sla.webp?fit=max\&auto=format\&n=OoWrmGEHoSIMtvDf\&q=85\&s=b06af4b5d2374998f18787684944daad) The SLA tab: the global default deadlines per severity, with a per-project override for any engagement that needs tighter or looser dates. ## Retest timeline When a client requests a retest, you retest on your side and push the result. It appears on that same issue's **Retest** tab as a new round, and the status moves to **Fix confirmed** or **Fix unconfirmed**. The original finding stays the single source of truth; each retest is a clean entry in a timeline under it, never a second copy of the issue. To find and start these quickly, the workqueue shows a **Retest requested ยท N** chip that filters to every issue a client asked you to recheck, and each of those rows carries a **Retest** action that jumps to that project's Retest page with a new round opened and the finding already added. You go from the cross-client queue into the retest in one click. ![The issue Retest tab timeline](https://mintcdn.com/black-hat-ethical-hacking/OoWrmGEHoSIMtvDf/images/synapse/issue-retest.webp?fit=max\&auto=format\&n=OoWrmGEHoSIMtvDf\&q=85\&s=7494a8496d13876b55d238ee08f7a904) The Retest tab: each round is a dated entry with its outcome, building a clean timeline under the one finding. ## Messages Each issue has its own **Messages** thread with the client. A thread takes any file, not just screenshots, and shows a Sent / Read receipt. Every per-issue thread also rolls up into the **Messages** inbox tab, so you can see who wrote on which issue across all clients and reply in one place. Incoming messages appear in the **message icon beside the bell**, with a live drawer for quick replies. Client remediation actions and other operational updates stay in the bell. Existing email and external-channel preferences still apply. See [Message center](https://docs.d0pam1ne.blackhatethicalhacking.com/synapse/message-center.md) for quick replies, image previews and the mobile layout. ![The cross-client Synapse Messages inbox](https://mintcdn.com/black-hat-ethical-hacking/OoWrmGEHoSIMtvDf/images/synapse/messages-inbox.webp?fit=max\&auto=format\&n=OoWrmGEHoSIMtvDf\&q=85\&s=d14f9f130bcdf8796a6d037ccbb6e53e) The Messages inbox: every per-issue thread across all clients in one place, unread first, each opening straight to its issue. ## Bulk actions and export With issues selected in the workqueue, you can act on the selection at once and **export** it: * **CSV** and **JSON** export of the selected issues (or all in view), to hand a client or feed another system. * Bulk status changes across the selection. The same CSV / JSON export is available to clients for their own issues in the portal, so both sides can pull the list in a portable form. 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