Overview

You will be able to access the Incident setting via Menu > Framework > Incident Settings.

This section consists of all the administrative functionalities of the Incident Manager. This will enable the client administrator to configure the incident management process workflow as required for the organisation.

The following incident settings will be available to be configured:

  • User
  • User Roles
  • Standard Roles
  • Location
  • Priority
  • Severity
  • Likelihood
  • Risk Rating Type
  • Risk Rating Calculation
  • Review Frequency
  • Causes and Consequences
  • Code Setup
  • Lists
  • Custom Tables
  • Display Texts
  • Object Configuration
  • Register Configuration
  • Register Grouping Configuration
  • Workflow Configuration
  • Incident Type
  • Category
  • Task
  • Notification Templates
  • Notifications
  • Object Section Configuration
  • Portal Configuration
  • Incident Type Group Configuration
  • Miscellaneous Settings
Note: This module will only be available to the clients who have purchased Incident.

Setting History

This history icon placed at the top-right corner of settings windows, will let you track and display the history of changes to setting records. Currently, this feature is available for the following Settings:

  • User
  • User Roles
  • Standard Roles
  • Notifications
  • Notification Templates

To view history of changes in setting windows:

  • STEP 1: Click on the 'clock-like' icon to open a ‘History’ popup window displaying the following details:

  • User Name – Will display the user name of the user that made the change.
  • Time Stamp – Will display the date and time the change was made.
  • Changed Record – Will display the name of the record within the settings area that was changed. (E.g. In the User Settings page this will denote the respective User Name.)
  • Summary – Summary of parameters that changed.

History records will be sorted based on the time stamp column in descending order (lasted changed items on top).

Notes:
  • If you click on a particular record (eg: Username in the User page) and then click on the 'history' button, the History popup window will display history data only for that record.
  • When there is no history data to be displayed, a message will indicate that no history data is available. (Eg. When there are no changes made within the Incident settings page or no changes made to a record after this feature release.)
  • STEP 2: For a detailed view of the changes made, click on a record, to take you to a three-tabbed page with the following details:
    • Summary – The first tab that is active by default, will display a grid with the columns ‘Field Name’ (only the parameter name(s) that have changed within the related settings page), ‘Current Value’ (the corresponding current values of the parameters that have changed), and ‘Previous Value’ (the corresponding previous values of the parameters that have changed).
    • Current Representation – This tab will display a grid with columns ‘Field Name’ (the parameter names within the related setting area) and ‘Value’ (the current value of the respective parameters).

      Notes: 

      • When the history field is ‘Permission’, the corresponding value will be shown in a comma-separated breadcrumb format. 
        E.g. If permissions ‘Standard Incident Add Permission’ and ‘Standard Investigator Permission’ under the ‘Standard’ category is enabled, it will be displayed as:

      Standard > Standard Incident Add Permission

      Standard > Standard Investigator Permission.

      • When there is no current data to be displayed in the 'Current Representation' tab, a message will indicate that no history data is available. (E.g. When a property is deleted)
    • Previous Representation – This tab will display a similar grid to Current Representation, with columns ‘Field Name’ and ‘Value’ (with the previous values of the respective parameters).

      Notes: 

      • When there is no previous data to be displayed in the 'Previous Representation' tab, a message will indicate that no history data is available. (E.g. When a new property has been created.)
      • Additionally, when a property is edited for the very first time, the 'Previous Representation' tab will indicate that no history data is available. However, the 'Summary' tab will display any changes made to properties.
Note: Changes to Incident Users performed via any integrated Camms.Strategy solution, will be displayed within the history of User related sections of Incident Settings.


User Settings

This settings page will let you view a list of all users in the system. You can select a user and allocate one or more user roles to provide them with required permissions. You cannot create or remove users from this screen, that can be done under Administration > Manage Users. If you utilise the Online Portal feature and allow external users to sign up, the Portal Users tab will be visible here to list such users.

An administrator will be able to assign user roles for each user. A filter option has been provided in order to sort the most related records.

To assign user roles to a user, follow the below steps: 

  • STEP 1: Navigate to Framework > Incident Settings > User
  • STEP 2: Click on the relevant user name.
    This will display the user details including Username, Salutation, tick box to make the user Active and User Roles.
  • STEP 3: Select user roles from the list. All user roles setup through user roles page in incident settings will be displayed. Multiple user roles can be assigned to one user. 
  • STEP 4: Click the 'Save' button.

Note: The same process will be applicable to Portal Users as well.


User Roles Settings

This settings page will let you view a list of user roles within the system and update its workflow and permissions. Additionally, you can create custom user roles too. These roles can be assigned to individual users within the User settings area.

Setup a user role:

  • STEP 1: Click on 'New' button.
  • STEP 2: Enter a user role name and a description.
  • STEP 3: Select a workflow to provide access levels to the workflow. User roles would be workflow based.
  • STEP 4: Tick 'Display Only Assigned Incidents' to make the user role to view the incident records which the user has been assigned as responsible officer.
  • STEP 5: Tick 'Display Only Created' to make the user role to view the incident records which the user has created.

  • STEP 6: Select the permissions that needs to be applied for this user role. See details below on the two permission categories.

Permissions

The following two categories of permissions are available to be applied.

1. Standard permissions

Permission
Description
Standard incident add permission
This permission will let a user add details to an incident object.
Standard incident responsible officer permission
This permission will be provided to all users who will be selected as responsible officers for incidents so that they can access and manage incidents that they are responsible for. It is recommended to tick this for all user roles created.
Standard investigator permission
This permission will be provided to users assigned as Primary Investigator and Secondary Investigator for an incident, so as to access and manage investigations responsible for.
Standard action responsible officer permission This permission will be provided to all users who will be selected as responsible officers for incident actions so that they can access and manage actions that they are responsible for. It is recommended to tick this for all user roles created.
User settings
Provides permissions to Incident Settings > User settings. Recommended only for administrators.
User role settings
Provides permissions to incident Settings > User role settings. Recommended only for administrators.
Location settings 
Provides permissions to Incident Settings > Location settings. Recommended only for administrators.
Priority settings
Provides permissions to Incident Settings > Priority settings. Recommended only for administrators.
Severity settings
Provides permissions to Incident Settings > Severity settings. Recommended only for administrators.
View confidential records
Provides permissions for a user to flag incidents as confidential.
Category settings Provides permissions to Incident Settings > incident category settings. Recommended only for administrators.
Code setup
Provides permissions to Incident Settings > Incident code setup. Recommended only for administrators.
List item configuration
Provides permissions to Incident Settings > List item configuration. Recommended only for administrators.
Display text settings
Provides permissions to Incident Settings > Display text. Recommended only for administrators.
Object configuration settings
Provides permissions to Incident Settings > Object configuration. Recommended only for administrators.
Workflow configuration settings
Provides permissions to Incident Settings > Workflow configuration. Recommended only for administrators.
Type configuration
Provides permissions to Incident Settings > Incident type settings. Recommended only for administrators.
Notification settings
Provides permissions to Incident Settings > Notification template/ Notifications. Recommended only for administrators.
Miscellaneous settings
Provides permissions to Incident Settings > Miscellaneous settings. Recommended only for administrators.
Cause and consequence settings
Provides permissions to Incident Settings > Cause and consequence. Recommended only for administrators.
Permission setting
Permission to set Permissions under Incident Settings > User Role settings. Recommended only for administrators.
Custom table setting
Provides permissions to Incident Settings > Custom table. Recommended only for administrators.
Register configuration setting
Provides permissions to Incident Settings > Register configuration. Recommended only for administrators.
Unlock all objects for editing (override 'Disable all objects when Incident is closed' Setting)This setting will allow users to edit the close incident objects.
Standard role settings
Permission to set Standard Roles under Incident Settings > Standard roles.
Likelihood settings
Provides permissions to Incident Settings > Likelihood settings
Standard unlock all objects in incident drafts for editing permission
Provides permission to edit objects in draft incidents.
Risk rating type settings
Provides permissions to Incident Settings > Risk Rating Settings. Recommended only for administrators.
Risk rating calculation settings
Provides permissions to Incident Settings > Risk Rating Calculation settings. Recommended only for administrators.
Object section configuration settings
Provides permissions to Incident Settings > Object Section Configuration Settings. Recommended only for administrators.
Portal configuration settings
Provides permissions to Incident Settings > Portal Configuration Settings. Recommended only for administrators.
Display all records in registers
Permission to display all records in registers.
Type group configuration settings
Provides permissions to Incident Settings > Type Group Configuration Settings. Recommended only for administrators.
Display confidential records in register
Permission to display confidential records in the register.
Edit close object regardless of incident completion

Register grouping configuration
Provides permissions to Incident Settings > Register Grouping Configuration Settings. Recommended only for administrator.
Standard incident draft submission permissionPermission to create and submit a draft incident. 
Standard incident approver permission
Provides permission for the user to create an incident action and submit for approval. This user role should be tied in with an appropriate user role providing 'add' permission for the action object.
Standard incident action draft submission permissionPermission to create and submit a draft incident action.
Standard incident action approver permission
Provides permission for the user to approve an incident action created and submitted for approval.
Review frequency settings
Provides permissions to Incident Settings > Review Frequency Settings. Recommended only for administrators.
View draft incidents
Provides permission for the user to view all draft incidents in their registers.
Dashboard configuration settings
Permission to configure settings in the dashboard.
Show records only in linked node
Provides permission for the user to view records within the Incident Registers which are linked to the same organisation node that the logged in staff is linked to.
Show records in linked and underlying nodes
Provides permission for the user to view records within the Incident Registers which are linked to the same organisation node or any linked to underlying nodes that the logged in staff is linked to.
Show records only in linked node to the node's responsible officer
Provides permission for the Responsible Person user to view all records linked to the same organisation node in the registers.

This is the responsible person linked against the hierarchy (Under Hierarchy > node> responsible person). Therefore the responsible person field must be added via the hierarchy node properties to assign this. 

Show records in linked and underlying nodes to the node's responsible officer
Provides permission for the Responsible Person user to view all records linked to the same organisation node and underlying nodes in the registers.

This is the responsible person linked against the hierarchy (Under Hierarchy > node> responsible person). Therefore the responsible person field must be added via the hierarchy node properties to assign this. 

Standard incident sign off permission
Provides permission to sign off for 
Task configuration
Provides permissions to Incident Settings > Task Configuration Settings. Recommended only for administrators.
Create unlimited standard roles setting
Provides permissions to create unlimited roles within incident and link them with custom single/multi select staff dropdown lists. Incident Settings > Standard Roles. Recommended only for administrators. Click on the add new icon.

 2. Object-wise permissions

Permission
Description
EditEnable editing the object.
Read OnlyOnly provide read-only permission for the object.
DeleteThis permission is only available for detail object. This will provide ability to delete incidents.
Edit Workflow/AccountabilityThis permission is only available for detail object. Allows the user to assign a type for the incident and assign responsible person.
Edit Priority/SeverityThis permission is only available for detail object. Allow user to assign a priority and severity for an incident.
  • STEP 7: Click the 'Save' button to save details of the user role.
Notes:
  • For a Standard Incident Object, in order to add details, a user requires to have the 'Standard Incident Add Permission' ticked.
  • For other Standard and Custom Objects, in order to add, edit or delete, the 'Read Only' permission is required to be ticked, in addition to the 'Add/Edit/Delete' permission.
  • For Document Objects that have only the 'Read Only' permission ticked, a user will only be able to view and download the document.


Standard Roles Settings

This settings page will let you view a list of standard record field inherited roles within the system and update which user roles it is attached to. These inherited roles get automatically assigned to users based on the criteria for that role – this will apply only to the record in question (e.g. Users who create a new record would automatically inherit the Incident Creator role permissions for that record). Additionally, create new inherited roles within this page and specify which workflow, object, and field it applies to.

The following standard roles will be offered by default:

  • Incident Action Responsible Officer
  • Incident Approver
  • Incident Creator
  • Incident Investigator
  • Incident Responsible Officer

You need to assign which user roles (created under Incident Settings > User Roles) will apply to these pre-defined standard roles; thereby assigning users selected in staff dropdowns in fields, when creating incident records.

To assign user roles for pre-defined standard roles:

  • STEP 1: Click on a pre-defined standard user role.
  • STEP 2: Select which user roles will be associated with this standard role, thereby defining the permissions.
  • STEP 3: Click on the 'Save' button at the top-right corner of the window to save details.

In the situation where a staff member does not fall under the user roles defined in the pre-defined set of standard roles, and requires limited or certain amount of access to an incident record to view in their registers, this can be done by creating a new Standard Role.

To add a new standard role:

  • STEP 1: Click on the 'add' button at the top-right corner of the window.
  • STEP 2: Enter a user 'Role Name' and a 'Description' for the user role.
  • STEP 3: Select the 'User Roles' you wish to define the permission level for the user to access.
  • STEP 4: Select the 'Workflow' that will apply for this user.
  • STEP 5: Select the 'Object' that you want the permit this user access with.
  • STEP 6: Select the 'Field' of the object that is related to this user.
  • STEP 7: Click on the 'save' button at the top-right corner of the window to save details.


Location Settings

This settings page will let you define a list of locations, along with its latitude and longitude coordinates, to be shown within the Location field when creating a new record.

To create a new location, follow the steps below.

  • STEP 1: Navigate to Framework > Incident Settings > Location.
  • STEP 2: Click 'New' button to add a new location.
  • STEP 3: Enter location details along with a description.
  • STEP 3: Click on the 'Save' button to save details.

The locations entered here will appear in the location dropdown within the incident details page.


Priority Settings

This settings page lets you define the standard list of priority tags for records, to be showing within the Priority field, and set its colour (to be shown in the register), image, and weightage value (for risk rating calculations).

To customise a priority follow the below steps:

  • STEP 1: Navigate to Framework > Incident Settings > Priority
  • STEP 2: Click the 'New' button to add a new Priority.
  • STEP 3: Fill in the relevant fields.

Field

Description/Instruction

Priority NameDefine a  title for the priority

Description

Enter a description
Image

You can customise an image of your own. The maximum size should not exceed 2KB

Priority Level ColourChoose a colour from the colours available to represent the priority
Priority WeightageDefine a weightage for the priority
  • STEP 4: Click the 'Save' button.


Severity Settings

This settings page lets you define the standard list of severities for records, to be showing within the Severity field, and set its colour (to be shown in the register), image, and weightage value (for risk rating calculations).

Follow the below steps to create a Severity type.

  • STEP 1: Navigate to Framework > Incident Settings > Severity
  • STEP 2: Click the plus icon to create a new severity.
  • STEP 3: Fill the required areas.

Field

Description/Instruction

Severity Name

Define a  title for the Severity

Description

Enter a description

Image

You can customise an image of your own. The maximum size should not exceed 2KB

Severity Level Colour

Choose a colour from the colours available to represent the Severity

Severity Weightage

Define a weightage for the Severity

  • STEP 4: Click the 'Save' button.


Likelihood Settings

This settings page lets you define a list of likelihood ratings to be used for risk ratings, and set its colour (to be visible in the register), image, and weightage value (for risk rating calculations).

To customise a priority follow the below steps.

  • STEP 1: Navigate to Framework > Incident Settings > Priority
  • STEP 2: Click the plus icon to add a new Priority.
  • STEP 3: Fill in the relevant fields.

Field

Description/Instruction

Likelihood Name

Define a  title for the Likelihood

Description

Enter a description
Image

You can customise an image of your own. The maximum size should not exceed 2KB

Likelihood Level Colour

Choose a colour from the colours available to represent the Likelihood

Likelihood Weightage

Define a weightage for the Likelihood


Risk Rating Type Settings

This settings page lets you define a list of risk rating types to categorise a record by and set its colour (to be visible in the register), image, weightage value (for risk rating calculations), and min/max values.

To add a Risk Rating Type, follow the below steps:

  • STEP 1: Navigate to Framework > Compliance Settings > Risk Rating Type.
  • STEP 2: Click on the plus icon in the top right corner.
  • STEP 3: Fill the relevant fields.
  • STEP 4: Click on the save icon to save the details.

Field

Description/Instruction

Risk Rating Name

Define a  title for the Risk Rating

Description

Enter a description

Image

Upload an image for the Risk Rating. The maximum size of the image should not exceed 2KB

Choose Risk Rating Level Colour

Choose a colour from the colour picker to represent the Risk Rating

Risk Rating Weightage

Define a weightage for the Risk Rating


Risk Rating Calculation Settings

This settings page lets you define the formula to generate the risk rating (e.g. (L*S), (P+S)). Use L = Likelihood, S = Severity, P = Priority along with standard mathematical operators: +, -, *, /, ().

To add a formula, enter the formula and click the 'Save' button.


Review Frequency Settings

This settings page lets you define the different review frequency options for records, which will be displayed in the Review tab. Set an image, colour (to be visible in registers), position of the field in the review tab, frequency type and type count (how many times it will be reviewed for the selected type), and how the next review date should be determined (a specific day or end of that period).

  • STEP 1: Navigate to Framework > Incident Settings > Review Frequency.
  • STEP 2:  Click on the 'New' button to add a new frequency type or click on an existing value to edit it.

Field

Description/Instruction

Review Frequency Name

Define a title for the review frequency name

Description

Enter a description..

Image

Upload an image for the review frequency value.

Colour

Choose a colour from the colour picker to represent the frequency value.
Position

Define a position the specific value is going to be placed in the review frequency dropdown in the Review tab.

Type

Define the type of the review frequency. Options are:

  • Year – Will relate the review frequency value as a yearly count 
  • Month – Will relate the review frequency value as a monthly count
  • Day – Will relate the review frequency value as a daily count
Count

The Count of the above selected type the value should be accounted for. 

E.g. If Yearly was selected as the type and 2 was selected for the count, the frequency of the value would be counted as bi-annually by the system.

Set next review date for the period

Define how the next review date for the period set from above is to be set. Options are:

Select the Day for the period – If this is selected, a specific day from the below option should be selected. E.g. If the type was set as Monthly, a day from the month (say 15) can be selected to define the monthly review date will be set to the 15th of each month. 

End of the period – If this is selected, the review date will be set to the end of the period. If the type was set as Monthly, the end of the month will be set as the next review date at each review cycle.

Day

Set the day as per the above configuration.


Causes and Consequences Settings

This settings page lets you define a hierarchy for possible causes and consequences of an event, which can then be selected for relevant records. Add nodes to a hierarchy structure by selecting the parent node, enter a node name, and click Add Node.

To build the cause and consequence hierarchy:

  • STEP 1: To enter a new node, select the parent node and enter the text for the new node within the top text field available and click add node button. This would be displayed in the hierarchy structure.
  • STEP 2: To update a node, select a node and change the text appearing in the second textbox and click 'Update Node'.


Code Setup Settings

This settings page lets you define how the record code numbering sequence is setup. You may setup different numbering based on incident types, selecting the numbering sequence, adding a prefix/suffix or mask as required, defining a start number and entering a group name for generic incident code types to have its own numbering system. Record numbering will continue between incident types that belong to the same group name.

  • STEP 1: Navigate to Framework > Incident Settings > Incident Code.
  • STEP 2: Tick ‘Identify Code against Type’ tick box, enabling two new boxes known as ‘Type’ field and ‘Generic’ incident codes among multiple types. 

Enter ‘Group Name’ for the Generic set of incident codes for easy identification. It is mandatory to give a grouping for each of the Generic incident code types that is configured. The incident numbering will only continue between the generic incident types which belong to the same group.

  • STEP 3: Select a Numbering Sequence. Four options are available.
  • None: Selecting 'None' will leave the number sequence empty. When a new incident is created, no automatic number will be assigned and the user will have to manually enter a number.
  • Strict Sequential Numbering: Selecting 'Strict Sequential Numbering' will automatically populate a sequential number for new incidents created. The number will be non-editable by the users.
  • Editable Sequential Numbering: Selecting 'Editable sequential numbering' will automatically populate a sequential number for new incidents created and this will be in an editable format so that the user can change the number if required.
  • STEP 4: Enter a 'Prefix' for the Incident code.

  • STEP 5: Enter a Start Number for the incident code. Once you add a start number, any incidents created will be assigned a number starting from the number specified. The functionality of the number will also be based on the numbering sequence option selected.
  • STEP 6: Enter a numbering mask for the incident codes. The user will be required to enter a numeric field and when a mask, for example: 0000 is entered, this will mean that the incident numbering will appear as 0001, 0002)
  •       STEP 7: Enter a Suffix for the incident code.
  •      STEP 8: Click the 'Save' button.


Lists Settings

This settings page lets you define single-select or multi-select dropdown lists and their values to be used within different objects of a workflow. Do not leave spaces when creating a list name. Click into a list name to setup the options to be listed for that item, along with how they should be sequenced, which is the default value and inactivate options that is no longer relevant.

To add a new list item:

  • STEP 1: Click the 'New' button.
  • STEP 2: Enter a name for the list along with a description. Ensure that the list name doesn’t have any spaces in-between. E.g. ReportedTo or Reported_To instead of Reported To.
  • STEP 3: Click the 'Save' button.
  • STEP 4: Once the record is saved, you can add options for the list. Click the 'New' button available in the 'Values' grid at the bottom of the page.

    Field

    Description/Instruction


    Name

    Define a title for the list value.

    Description

    Enter a description.

    Value Sequence

    The sequence in which the configured list value should appear in the dropdown (list fields).

    Active

    Whether the list value is active. Only active ones will be shown for the end user in the dropdowns (list fields).

    DefaultWhether the list value should be the default selection for the list field.
    Image

    Upload an image for the Risk Rating values. The maximum size of the image should not exceed 2KB.

    Choose value Level Colour

    Choose a colour from the colour picker to represent the list values.

    Value Weightage

    Define a weightage for the list value.
    Value Min Value

    Define the minimum value for the list value.

    Note: This is only applicable if you have the survey integration.

    Value Max value

    Define the maximum value for the list value.

    Note: This is only applicable if you have the survey integration.

  • STEP 5: Click on the 'Save' button to save values.
Note: If required, additional properties can be configured for each list in the system using the ‘Properties’ option. This can be used to define information about the list such as ID, Dates or any other details.
  • STEP 6: Add properties for the created list by clicking the 'New' button available in the 'Properties' grid at the bottom of the page.

Field

Description/Instruction

Property Name

Define a title for the property.

Field Type

Select from a list of field types the type of field the property is going to be. The same set of field types explained under Framework > Incident Settings > Object Configurations will be shown here as well.

Label Reference

Define a label for the property.

Property Configuration Sequence

The sequence in which the property should appear in the grid.


Custom Tables Settings

This settings page lets you define custom tables to be used within different objects of a workflow. Do not leave spaces when creating table names. Click into a table name to add columns to the table. A preview of the table will be displayed at the bottom of the page and if this table needs to be pre-populated with a list of rows as a template, that can be setup here.

To create a new custom table:

  • STEP 1: Enter a name for the table along with a description. Ensure that the table name doesn’t have any spaces in-between. E.g. 'WitnessDetails' or 'Witness_Details' instead of 'Witness details'.
  • STEP 2: Click the 'Save' button.

Once you click on the 'Save' button you will get a table view as below which allows you to enter column values. 

Click on the 'New' button to add column values. These will be the columns of your table.

  • STEP 3: Enter a set of columns for the table. 
  • STEP 4: Enter sequence in which the columns should appear.
  • STEP 5: Click the 'Save' button at the top of the column grid.

Note: A preview of the configured custom table is shown at the bottom of the page under the section ‘Custom Table Default Template’. The administrator will see the end user's view of the custom table constructed here.


Display Text Settings

This settings page lets you define display text to be used within objects of a workflow for various labels according to the requirements of your organisation. Include help text, placeholder text, validation error text, and the plural form of the text. Additionally, the main display text can be directly edited within the relevant field in the Object Configuration section for your convenience. Therefore, you will not require to access this page for a simple display text change. However, for configuring additional attributes like the placeholder text, will require to be done from this screen.

To create a new Display Text:

  • STEP 1: Click the 'New' button at the top-right corner of the window.
  • STEP 2: Enter the Label reference which will create reference point.    Ensure that the label reference doesn’t have any spaces in-between. E.g. 'ReportedTo' or 'Reported_To' instead of 'Reported To'
  • STEP 3: Enter the Tool tip and the display text. Display text entered here would be the text displayed in the label.

Field

Description/Instruction

Label Reference

The label reference for the display text to be created.

Display Text

Define the display text. This will be the text used for the field across the application.
Help Text

Set the hover over help text for the field here.

Placeholder Text

For any text fields displayed in the Incident Workflow, enter a placeholder text (e.g. 'Please select', 'Please enter your name here').

Validation Error TextDefine the text to be used for the display text item in validation messages.
Plural Display TextDefine the plural text for the display text configured.

  • STEP 4: Click the 'Save' button.


Object Configurations Settings

This settings page will let you configure fields within various standard and custom objects used in a workflow. Custom fields can be created for standard objects if required. Additionally, define objects require a sign-off or approval, its visibility, display in My Quick Updates, and more. Furthermore, within an object you can define a field’s label, visibility, sequence, and mandatory state.

See article Incident Settings – Object Configuration for details on this configuration.


Register Configuration Settings

This settings page will let you configure the different registers and its fields. Define how incident types should be grouped in registers and set additional attributes like which field in the register acts as the hyperlink to open the record, fields to be shown, the sequence, and whether it appears in the register search. If you use the Portal feature, the visibility and searchability in the portal can be defined too.

See article Incident Settings – Register Configuration for details on this configuration.


Register Grouping Configuration Settings

This settings page will let you configure all registers into groups. These groups will appear in the left navigation quick access menu and under the 'Add New' menu, showing relevant registers being grouped as specified here. You can a give group name and select all registers to be included under it.

To add a new Register Group:

  • STEP 1: Click on the 'New' button at the top-right corner of the page to add a new register group.
  • STEP 2: Enter a name for the register group, description, and click and select all the relevant register lists from the dropdown.
  • STEP 3: Click on the 'Save' button at the top-right corner of the page to save and add details.


Workflow Configuration Settings

This settings page will let you configure the various workflows to be used within the system. Once given a name and description to the workflow, save and select to add objects to the workflow. You may further define each object’s properties and connect them to other objects by dragging its connectors to the next object in the workflow.

See article Incident Settings – Workflow Configuration for details on this configuration.


Incident Type Settings

This settings page will let you define various incident types and link them to the created workflows of your organisation. This will then determine the workflow of a created incident. This is an important element in the overall structure of the system, as this type will be a mandatory selection when creating a new record.


To add a new incident/event type:

  • STEP 1: Click on the 'New' button.
  • STEP 2: Enter an incident type name and a description.
  • STEP 3: Select a workflow from the workflow list. One workflow can be linked to multiple incident types.
  • STEP 4: Click the 'Save' button.

Setting Incident Code/Title in Header Section

By default the Incident Code and Title will be displayed at the top of an Incident Record. However, if you wish to change the order to Incident Title - Incident Code, or display only the Incident Code, or only the Incident Name, this can be done in this Settings page.

To change code/title display at the top of an incident record:

  • STEP 1: In the Incident Type Settings page, in the dropdown field 'Record details page title' select the from the values 'Incident Code' or 'Incident Title'. Whichever that is to be display first.
  • STEP 2: Key in any separator (e.g. -, –, |, /, space) in the text box where the snippet is added and then select another field (Code or Title) from the dropdown.
  • STEP 3: Save details.
    The added snippet content will display in the header section of the Incident Record. Below displayed is a default setup, where the [Incident Code] -  [Incident Title] is displayed in the header section.


Category Settings

This settings page will let you define categories and sub categories for created incident types. Select the incident type and click Add New to create a category. Click Add New under a category to create a sub category. Click the Edit button next to a category or sub category to add further details such as help text, priority, severity, and select a task list to be attached to it. The task list is used within the Tasks object (if included in the workflow) and can be used to auto populate a list of tasks for events of a particular category. 

  • Filter categories by a particular incident type, by selecting the 'Incident Type' from the dropdown at the top.
  • To expand the list of categories and sub categories, click on the 'Expand All' button and to collapse the list, click on the 'Collapse All' button at the top-right corner of the page.

To add a new category:

  • STEP 1: If the category falls into an incident type, select the 'Incident Type' from the dropdown, if it's a general category do not select an 'Incident Type' from the dropdown.
  • STEP 2: Click on the 'Add New' button.
  • STEP 3: Enter a category name and click the 'save' icon next to it.
Note: The category name is limited to 100 characters.


To add a sub category to a category:

  • STEP 1: Click on the + button to expand the category you wish to add the sub category to.
  • STEP 2: Click on the 'Add New' button. 
  • STEP 3: Enter a sub category name and click the 'save' icon next to it.


To enter more details for a category or sub category:

  • STEP 1: Click on the 'edit' icon placed at the end of the category/sub category name.
  • STEP 2: In the opened 'Category Details' page, enter 'Category Help Text' details to be displayed, select the 'Priority' from the dropdown, select the 'severity' by clicking on the 'Select' button.
Note: The category help text is limited to 4000 characters.
  • STEP 3: Select a 'task list' from the dropdown that this category/sub category is to be attached to and click the 'new' button next to it, to add the task list. See Incident Tasks section below, for viewing and adding tasks.
  • STEP 4: Tasks created in the 'Incident/Event Task' section will list in a task grid to denote details of tasks: task name, mandatory/optional state, start/end date/time, timeframe, status, comments.
  • Pre-configured 'mandatory' tasks with be displayed in read-only checkboxes, while pre-configured 'optional' tasks will have editable checkboxes under the 'Mandatory' column. Tasks marked as 'optional' maybe changed to 'mandatory' by selecting the checkbox if required.
  • These tasks can be removed if needed, by clicking on the 'delete' button at the right corner of each task.
  • STEP 5: Click the 'Save' button at the top-right corner of the page to save details.

To edit the name or delete a category/sub category:

  • STEP 1: Click on the category/sub category name.
  • STEP 2: Click on the 'save' icon to save name, or 'delete' icon to delete the category/sub category.


Tasks Settings

This settings page will let you configure incident tasks, which can be attached to an incident category or sub category. Define the task status, task start/end date and time, timeframe, and if the task is mandatory or optional. Tasks are used within the Tasks object (if included in the workflow), and can be used to auto populate a list of tasks for events of a particular category.

To add a new task:

  • STEP 1: Click on the 'New' button at the top-right corner of the page.
  • STEP 2: Enter a task name, select a status for the task, select a start and end date and time, enter a timeframe for the task (in days, hours, minutes, seconds), enter a description and comment for the task, and tick if the task is mandatory (if optional, do not tick this checkbox).
Notes: 
  • Tasks marked as 'mandatory' via the checkbox, may be changed later on to 'optional' by editing and deselecting the checkbox. Similarly, tasks which have not checked the 'mandatory' checkbox to denote the field is optional, may later on change this to 'mandatory' by selecting the checkbox.
  • This can be performed via the 'Category' settings page too.
  • STEP 3: Click on the 'Save' button at the top-right corner of the page to save and add the task.

To edit a task:

  • STEP 1: Click on an already added task.
  • STEP 2: Update details of task, and select the approval process type, approval authority person.
  • STEP 3: Click on the 'Save' button at the top-right corner of the page to save and update the task.


Notification Templates Settings

This settings page will let you setup and configure various notification templates to be available when triggering notifications. Select the notification name, type, description, notification method, subject and body (for email notifications), SMS body (for SMS notifications), and API body (for API notifications). You can specify under which conditions these templates are to be used in the Notifications page of this Settings area.

See article Incident Settings – Notification Templates & Notifications for details on this configuration.


Notifications Settings

This settings page lets you configure notifications to be sent out as email, SMS, or APIs upon various trigger criteria, according to a selected notification template, to various recipients, users, user roles, or additional recipients. Notifications can be based on a trigger type. Further, create custom notifications for incident objects, with custom trigger criteria, using custom trigger criteria configuration equations.

See article Incident Settings – Notification Templates & Notifications for details on this configuration.


Object Section Configuration Settings

This settings page will consist of blocks of customisable rich text content that can be included in objects of a workflow. Here, you can create new Object Sections and update existing ones. Click into any Object Section to view and update the content within it.

  • STEP 1: Click the 'New' button.
  • STEP 2: Enter field name and description in the rich text editor provided and click 'Save'.


Portal Configuration Settings

This settings page will let you configure the appearance of an external Web Portal from which external users can create records for predefined Incident Types. The sections below allow you to define the Portal’s text, description, font colour, background colour, background image, and more.

See the tile Portal Configuration Settings, under article Online Incident Portal for details on this configuration.


Incident Type Group Configuration Settings

This settings page will let you setup an external web portal for incidents, use this setting to group incident types into different sections to be displayed one below the other. The incident types will display as buttons under each grouped section to log various incidents.

See the tile Incident Type Group Configuration Settings, under article Online Incident Portal for details on this configuration.


Miscellaneous Settings

This settings page will let you configure various settings within the Incident module. Note that changes done here will impact the overall module (all Incident Types and Registers).

See article Incident Settings – Miscellaneous Settings for details on this configuration.