Incidents are used to document situations that have actually occurred and require follow-up, investigation, or resolution.
They give your team a consistent place to capture what happened, who was involved, where it occurred, who is responsible for managing it, and how it progresses through the configured Workflow.
Need to create a new Incident? See Reporting an Incident for step-by-step instructions.
What is an Incident?
An Incident is a record of an actual situation or impact that needs to be documented and managed.
Examples might include:
Property damage
Flooding or water damage
Employee injury
Dog bite
Security or crime-related activity
Resident injury
Other situations that require investigation or follow-up
The exact Incident Categories available depend on how your organization has been configured.
Events vs. Incidents
Events and Incidents serve different purposes.
Events provide visibility into external risks that may affect a property.
Incidents document something that has actually happened and needs to be managed.
For example:
Event: Severe weather may affect a property.
Incident: Flooding occurs in a first-floor resident unit.
Incidents can also be created for situations that are not related to an Event.
What information does an Incident include?
Depending on your organization’s configuration, an Incident can include information such as:
Incident Category
Site and location
Event date
Reporter
Owner
Priority
Status
People involved
Property impact
Supporting documentation
Investigation details
Follow-up information
The information collected may change as the Incident moves through its Workflow.
What happens after an Incident is created?
An Incident begins in the first step of its configured Workflow, such as Initial Report.
From there, it may move through additional stages such as:
Investigation
Follow-Up
Review
Resolution
Closure
The exact process depends on the Workflow configured for that type of Incident.
Review and track an Incident
Once an Incident has been created, select it from the Incidents list to review its record.
Depending on your configuration, you may be able to review:
Details
The information collected about the Incident.
Discussion
Updates, questions, and communication related to the Incident.
Participants
Records the people or organizations involved in an Incident. This can include those who were affected by, witnessed, caused, reported, or responded to the Incident.
Activity
A history of changes, Workflow activity, and notifications associated with the Incident.
The Incident’s owner, priority, and status also help your team understand who is responsible, how urgently the Incident may require attention, and where it currently stands.
For instructions on using each tab, see Work with Incident details, participants, discussions, and activity.
Edit an Incident
Update an Incident when new information becomes available or existing details need to be corrected.
Open the Incident from the Incidents list.
Select the three-dot menu at the bottom-left of the Incident panel.
Select Edit.
Update the relevant fields and save your changes.
The fields you can edit depend on your permissions and the Incident’s configuration..
Move an Incident through its Workflow
The Incident’s current Status appears at the top of its panel. Available Workflow actions appear at the bottom.
Open the Incident.
Review its current Status.
Select the appropriate Workflow action at the bottom of the panel, such as Mark Complete.
Complete any required information or prompts.
The action label and resulting stage depend on the configured Workflow. If Move to Another Step is available, you can use it to select a different stage.
Reopen a closed Incident
If a closed Incident needs additional follow-up:
Open the closed Incident.
Select the Reopen action, if available.
Complete any prompts shown.
Review the updated Status to see where the Incident now sits in the Workflow.
Delete an Incident
If an Incident needs to be removed and you have the required permissions, you can delete it from the Incidents list or the Incident drawer.
From the Incidents list:
Find the Incident you want to delete.
Select the three-dot menu next to the Incident.
Select Delete.
Review any confirmation shown before proceeding.
From the Incident drawer:
Open the Incident from the Incidents list.
Select the three-dot menu at the bottom-left of the Incident drawer.
Select Delete.
Review any confirmation shown before proceeding.
If the Incident has been resolved, use the appropriate Workflow action to close it rather than deleting it.
Need help?
For additional support, start a chat with the Eolas Help Team directly from the Help link on the navigation bar, or reach us at [email protected].