Managing Incidents

Every is great at collecting a detailed account of all Here you can find answers to all the most frequently asked questions we receive about adding and amending incidents in the Incident Management module.

Please note when logging an incident please do not use or accept any auto fill options as this will cause the incident to error. Please complete requested fields manually.

This article is for Basic, Standard and Admin users only. Logging an incident as an Issues Only user is covered in a separate article.

How do I log an incident?

Step One

Start by clicking Incidents and the Summary on the left-hand side navigation bar. This will take you to a Summary page. Click the white 'Log Incident' button at the top, right-hand side of the screen.

Alternatively, you can click Incidents, Manage, and then Log Incident. Whichever path you choose, you will be taken to the 'Log Incident' page.

Step Two

The 'Log Incident' page will now be displayed. Complete the fields with the required information. Any marked with an asterisk * are mandatory.

Once you have completed this information, click the green 'Save' button at the bottom-right of the page.

How do I add or link an issue to an incident?

If you subscribe to the Business Management module you are able to link issues to incidents. An issue is something that requires reactive action, and often maintenance, to be resolved. This could be a broken piece of furniture, defective IT equipment, or damaged fixtures and fittings. In relation to incidents, this could take the form of a necessary repair that either caused or was caused by the incident occurring.

Step One

Use the left hand navigation bar to select Incidents, Manage then All Incidents.

When hovering over the incident type column, a preview of the incident description will appear. Clicking this will take you to the 'Manage Incident' page. Alternatively, you can click the pencil icon to the left hand side of the table.

Step Two

Select the blue 'Issues' tab within the 'Manage Incident' page.

From this tab you can add a related issue using the green 'Add Related Issue' button to the bottom-right, which will give you the following two options in blue tabs:

• Create New Issue: This will create a new issue to be raised within the Business Management module that connects to this incident.

• Select Existing Issues: This will link existing issues from the Business Management module by ticking the boxes to the right-hand side, then clicking the green 'Add Issue' button.

Step Three

These issues can be accessed by clicking 'Related Issues' under Incidents and Manage on the left-hand side navigation bar. Here you can use dropdown menus to filter through logged issues. You can also view the issue under the 'Issues' tab within the 'Manage Incident' page.

How do I edit or update an incident?

You may need to edit or update an incident when there have been further actions taken against a previously logged incident or the original information wasn't a true reflection of the incident. Any changes made and saved will be stored within the incident audit trail, providing a full report of the incident's progress and edits.

Step One

On the left-hand navigation bar select Incidents, Manage, then All Incidents.

Locate the incident you are wanting to update or edit, then click the 'Incident Type' or the pencil icon located in the right hand column to make amendments.

Step Two

You will then be taken to the 'Manage Incident' screen where you can edit the existing details as well as adding further information.

At the bottom of the page, you will see additional tabs where you can add additional information, notes, upload documents, and see the full audit trail of the incident.

Once you have entered your edits or updates click the green 'Save' button at the bottom-right of the page.

Step Three

To add additional notes to the incident select the 'Notes' tab as described above. Click on the 'Add Note' button to the bottom right of the screen. Add your note in the description box and click the green 'Save' button. You will now see your saved notes listed under the 'Notes' tab.

How do I attach a file to an existing incident?

Within Incidents you are able to attach files to and remove files from the incident log, such as photos and medical reports.

Step One

On the left-hand navigation bar select Incidents, Manage, then All Incidents.

Locate the incident you are wanting to add a file to, then click the 'Incident Type' or the pencil icon located in the right hand column to make amendments.

Step Two

You will then be taken to the 'Manage Incident' screen. At the bottom of the page, you will see additional tabs including an 'Attached Files' tab. Click this tab and use the green 'Attach File(s)' button to add any files.

You will then be prompted to choose the file you wish to upload to the incident. Once selected click the green 'Upload File(s)' button. The uploaded file will show immediately in the 'Attached Files' tab.

How do I archive or restore an incident?

Archiving an incident

Using the left hand navigation bar select Incidents, Manage then All Incidents.

Find the incident you wish to archive in the table and click the red cross 'X' in the right hand column. This action is available in all blue tabs within the 'Incident Management' page.

A message will appear asking you to confirm you want to archive the incident. Click the red 'Archive' button to continue.

Viewing archived incidents

Once an incident is archived it will not show within the table on the Incident Management page. To view archived incidents select the blue 'All Incidents' tab, scroll to the bottom of the page and click the blue 'Show Archived Incidents' button. A new table will be displayed below listing all archived incidents.

Restoring an archived incident

To restore an archived incident click on the restore button (two swirling arrows) within the right hand column of the incident you wish to restore.