Incident Response and Management

Open an Incident Report

Steps:

1. Navigate to the Open, Resolved, or All Incidents page in the Incident module.
2. Click on the +New Incident button in the upper right.
3. Fill out the incident form:

• Category: select the appropriate incident category
• Incident Type: select the appropriate incident type
• Title: name the incident
• Description: Add text to document the incident.
• Location: select the appropriate building, floor, and suite for where the incident occurred.
• Affected Tenant (optional): choose the affected tenant if necessary
• Photos and Attachments (optional): add attachments (eg- police reports or images) if necessary

5. Click Submit.

Manage Incidents

In order to make day-to-day management of incidents easier, incident reports are organized into three pages (Open Incidents, Resolved Incidents, and All Incidents) based on their status.

• Open Incidents: Incident reports that are open or on hold
• Resolved Incidents: Incident reports that resolved, cancelled, or closed
• All Incidents: all incident reports

Within the table view of incident reports, you can manage an incident by clicking into the Incident Report ID.

From here you can:

• edit the status
• edit the work groups
• add a note or attachment
• see the history and chronology of the ticket
• edit key details for the incident

Resolve Incidents

To resolve an incident, change the status of the report to resolved or closed.