What is the workflow of an incident?

What is the workflow of an incident?

An incident will show on the “Incidents” page in various statuses as it progresses through each stage of the workflow.

This is a summary of each status: 
  • Partially submitted: This is a partially submitted report. A responsible admin will need to complete the relevant details or delete the incomplete report (e.g. it may be a duplicate or a test report). Notifications are not sent for partially submitted reports, except where Quick Report has been activated
  • Awaiting assignment: This is a fully submitted report. Notifications are sent to the required admins advising a new incident has been lodged. The distribution list is determined by the incident type, incident severity, and location. A responsible admin will assign the incident for investigation by selecting the investigation team, who will receive notifications to complete the investigation.
  • Investigation required: The investigation team completes a thorough Investigation report including root cause analysis and determining corrective actions. The investigation report must be approved before corrective actions appear in the system.
  • Review and approve: The submitted investigation is ready for review. The responsible admin will then approve (or reject) the investigation. Notifications are sent to the investigation team and to the people who have been assigned corrective actions.
  • With open actions: The incident will remain in this status until the assigned person completes the corrective actions. Progress notes and file uploads can be added to the action which is managed via the “Corrective actions” page. Once all associated actions have been completed, the incident status will automatically update to “Awaiting to be closed.”
  • Awaiting to be closed: An admin can now review the closed actions, and close out the incident. The investigation can be reopened if required. Specific incident types can be set up to close automatically.
  • Closed: This is a completed incident. Once closed, the incident can be reopened back to “Awaiting to be closed” or "Investigation required" status.


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