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 workflow stage. 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. This 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.
  • Investigating: 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.
  • Awaiting approval: An admin approves (or rejects) the findings and actions following the investigation. Notifications are sent to the investigation team and those who have been assigned corrective actions.
  • Corrective Actions: The incident will remain in this status until the assigned person completes the corrective actions. Progress notes and files upload 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 if required and close the incident (or re-open if needed). Specific incident types can be setup to close out automatically.
  • Closed: This is a completed incident. There is an option to re-open the incident if necessary.

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