Overview

Any incidents/ loss events that occur within the organisation can be recorded in the system as and when it happened. General information such as incident title, incident category, reported date/time, Effected parties and location can be recorded. Recording of an incident can be done by roles that have been given this authority and therefore can be restricted to an authorised user such as an incident manager depending on the organisational requirement.

Once the general information is recorded, the incident can be assigned a workflow and a responsible officer who will assess and manage the incident till the closure.

Navigating and Submitting Incident Objects

  • Once details have been entered in within an incident object tab, click on the 'Save' button at the top of the page and at the bottom of a page you will see 'Next' and 'Previous' links along with the next/previous object tab name. Click on them to navigate between the next/previous incident object pages.
  • Once all details have been entered in all incident object tabs, in the last tab you will see a Submit button at the bottom of the page. Click on it to submit all details saved for the incident.


Incident Details Object

To create an Incident follows the steps below.

Note: All Incident Workflows are completely customised to your organisation's requirements; therefore this User Guide will detail steps from a general view.
  • STEP 1: Navigate to Incident Register via Menu > Workspace > Incident Register, and click on the 'New' button at the top-right corner, or click on the + Add New icon and select Incident/Event (whichever name that has been given by your organisation) in the left-hand navigation panel.

  • STEP 2: Record all required information in the 'Details' tab (the displayed tab name of the initial tab to enter details is configurable for your organisation). Fields available will depend on the fields configured by your system administrator.
  • The various tabs/objects that will be displayed at the top of the page, will be configured via the Menu > Framework > Settings > Object Configuration page.
  • The fields to be setup within an incident object, will be configured via the Menu > Framework > Settings > Object Configuration page within a particular object.
  • The displayed labels of the objects and its fields can be edited as per your organisation's requirements via the Menu > Framework > Settings > Object Configuration page.
  • A group section header can be configured for different incident object tabs (except for Actions, Linkage, Document objects), which can be collapsed or expanded. By default group sections will be expanded.
Note: The below Incident Details page includes sample data and does not represent any client.

Note: If the setting 'Disable draft functionality in Incident Details' is ticked under Incident Settings > Miscellaneous Settings, the 'Documents' and 'Actions' buttons in the initial Incident creation page, will be disabled until it is saved at least once, with mandatory details filled in.

The following standard fields will be available by default.

FieldDescription

Incident Code

A unique ID to identify the incident. This will be auto-generated and non-editable or auto-generated and editable according to configurations done by your system administrator.

Note: The Incident Code along with the Incident Title will be displayed in the header section of an Incident Record by default. This can be configured to display only the Code or Title, if required, via Menu > Incident Settings > Incident Type > Record details page title [dropdown].
Incident Title

Give a description regarding the Incident.

Note: The Incident Title along with the Incident Code will be displayed in the header section of an Incident Record by default. This can be configured to display only the Code or Title, if required, via Menu > Incident Settings > Incident Type > Record details page title [dropdown].
Reported Date/Time

Provide a Date and Time on the Incident occurrence.

Activities Requested/Initiated By

Who has requested the Incident.

Affected Parties

Specify any staff or external parties affected by the incident

Location

The exact location which the Incident had occurred can be selected from a list of locations recorded by your system administrator.

Incident Type

Select a type for the incident from the list. The types will be recorded by your system administrator. Selection of incident type will determine the workflow of the incident.

Responsible OfficerAssign a staff member as the responsible officer for the incident.  The responsible officer can view the Incident in the My quick update page.

Please note that this is not yet linked to the cammsrisk quick update area.

Priority

Describes the Priority of the Incident. Priorities can be defined by your system administrator.

Severity

Describes the Severity of the Incident. Severities can be defined by your system administrator.

Investigation RequiredYou can define if an Investigation is required or not. Ticking this will enable the investigation phase for the incident given that investigation phase is included in the selected workflow.
SectorSelect a Sector from the list. All sectors will be available for selection. This will determine the sector that the incident is linked to and will be referred  to user roles and filtrations.
CompanySelect a Company from the list. All Companies will be available for selection. This would determine the Company that the incident is linked to and would be referred to user roles and filtrations.


Note: You can setup any label text, help text (tooltip text), placeholder text, validation error text, or the plural form of the field via Menu > Framework > Incident Settings > Display Text Settings. See article Framework - Incident Settings under section 'Display Text Settings' for details.
  • STEP 3: Click on the 'Save' button at the top-right corner of the page.

A notification will be sent to selected set of users, if this has been configured for the users, once an incident has been logged. The notification template can be defined under Menu > Administration > Email Templates by your system administrator. The receivers are required to be defined within the notification area.

Note: To set permission for the Links button when the Linkage object is not configured in the Workflow, see article Incident Settings – Object Configuration under section 'Setting permissions for the Links button when Linkage object is not configured', under the 'Is Linkage Enable' field object.


Root Cause Analysis Object

Access the incident via the Incident Register page and click on the Root Cause Analysis object in the Incident workflow to fill in details of the root cause of the recorded incident and click on the 'Save' button at the top-right corner of the page.


Task Object

Access the incident via the Incident Register page and click on the Task object in the Incident workflow to fill in details of any number of tasks that needs to be tracked due to the occurrence of the incident, and click on the 'Save' button at the top-right corner of the page.


Investigation Object

Incident evaluations can be carried out by an investigator/ panel or investigators and the investigation results are recorded in the system. This will include any further information such as, investigation comments, damaged to people/ properties, financial cost, lost time, etc.

To assign investigators to the incident:

  • STEP 1: Go to the 'Investigation' tab.
  • STEP 2: Select primary investigator and the secondary investigators.
  • STEP 3: Select an investigation due date.

Notes: 
  • If the 'Enable Investigation Submission' option is configured via Menu > Framework > Incident Settings > Object Configuration > Enable Investigation Submission [option], investigation details will be able to submit and complete within this object itself. 
  • If a 'Submission' type Notification has been configured via Menu > Framework > Incident Settings > Notifications > Notification Type [Submission] > Trigger Criteria [Submitted], a notification will be triggered when the investigation has been submitted.
  • See article Incident Settings – Object Configuration under section 'Object Configuration Details > Enable Investigation Submission' for details on configuring this.

The investigators will be notified via email (if email notifications are configured) and the incidents will be displayed in the Menu > My Quick Update > My Investigations.

To carry out an investigation:

  • STEP 1: Select the incident via Menu > My Quick Update > My Investigation.
  • STEP 2: Select the investigation status.
  • STEP 3: Add any further information. The fields displayed will depend on the field configurations done by your system administrator.
  • STEP 4: Click 'Save' to save details.


Linkage Object

Incidents may have an impact or relationship with projects, risks, hazards in CAMMS products. The Incident Management module provides the ability to specify any such linkages if required.

To specify linkages:

  • STEP 1: Go to the Linkages tab.
  • STEP 2: Click 'New' button and expand the section.
  • STEP 3: Select the linkage type of record you want to link.
    Note: Linkage types could be: Project, Risks, Incident, Obligations, Authority Document, Policy, or Hierarchy.
  • STEP 4: Select the record you want to link from the Linkage list.
  • STEP 5: The linked record will be displayed in the Linkages table. Click 'Save' to save details.

Additionally, you will have the ability to create new risks and linking them to the incident.

To add a new risk:

  • STEP 1: Select 'Risks' from the Linkage type list.
  • STEP 2: Select the 'Risk Type' you want to add.
  • STEP 3: Select the 'Linkage' of the risk you want to link this incident to.
  • STEP 4: Click the 'Save' button. This will link this incident to the risk, and will list the incident under the Risk Link object.


Document Object

Camms.Risk Incident Manager provides the capability to attach documents (including photos) and any other supporting documents in a range of formats. Linkages can also be specified in the form of URLs.

To upload a document or add a URL:

  • STEP 1: Click on the 'New' button at the top.

  • STEP 2: Enter a name and a description.
  • STEP 3: Select whether you require uploading a Document or entering a URL.
  • STEP 4: If you are uploading a document, click 'Select the File' and attach the document.

Notes: 
  • The maximum file size you can upload is 10MB.
  • File types permitted to be uploaded: .png, .jpg, .jpeg, .gif, .bmp, .pdf, .doc, .docx, .ppt, .pptx, .xls, .xlsx, .xlsm, .epub, .odt, .ods, .txt, .msg, .csv, .mpp, .vsd, .vsdx, .eml, .pub, .ecd, .tr5, .obr, .rar, .zip, .7z, .mp4, .mov, .avi, .wav, .mp3, .mpeg
  • File types not permitted to be uploaded: .exe, .bat, .cmd
  • When uploading files, there will be a security validation where you are not able to upload files with two or more extensions (e.g. filename.exe.txt is not permitted to upload). This is detected when there are multiple '.' in the file name. Should you face any issues uploading files, please make sure there is only one '.' in the file name when uploading (and that should be followed by the extension of the file: e.g. filename.docx).
  • STEP 5: If you are adding a URL, enter a URL.
  • STEP 6: Click 'Save' to save details.

You may access the documents and URLs from the table available within the document tab.


Action Plan Object

Any corrective actions can be recorded. In addition to general details of actions such as title, description, start, end dates an organisational unit and a responsible person can be specified. The action responsible person is then responsible for the progress of the action.

Functionality to integrate the incident actions to interplan action will be available with a later release.

To add a new action:

  • STEP 1: Go to Action tab and click the 'New' button.

  • STEP 2: Enter required details and click 'Save' to save details.

The record will be added to the action list in the actions tab. The user selected as the responsible officer of the action will be notified via e-mail (if configured by the administrator) and the action will be visible in his/her My Quick Update > My Actions.

These actions will be updated with progress by the responsible officers similar to actions available in other CAMMS products.


Review and Sign Off

Signoffs can be attached to any phase within the incident workflow including incident details, review, Investigation, Resolution and close. One or more signoff authorities can be selected. Multiple signoffs are possible. Upon submission for signoff, signoff authority will have the ability to review and edit the respective phase and approve or decline the phase within the workflow.

When signoff is enabled within an object, following fields will be enabled at the bottom of the screen.

FieldTypeDescriptionDefault Value

Signoff Authority

Multiselect Dropdown

Staff dropdown. Selecting a user will make the selected user a signoff authority for the selected phase.

Selecting multiple staff is possible. Selecting multiple users will require all selected users to approve the phase in order for the phase to be signed off.

The signoff will be directed to users according to the order that the users are selected in the list.

Eg: if users selected in the list is John Smith, Ann Brown;

1st signoff notification will go to John Smith. Once he Approves the phase the notification will go to Ann Brown to signoff the phase. If John Smith rejects the phase, the incident will go back to the previous state and assign to the person who initiated signoff.

Please select

Comment

Multiline text

Textbox that will allow users to add a comment. The comment will be retained for later reference

Empty


To initiate a signoff:

  • STEP 1: Select the Signoff authority, enter a comment if required.
  • STEP 2: Click 'Submit for signoff'.

When signoff is initiated an e-mail will be sent to the 1st user in the signoff authority list and he/she will be able to view/ access the incident via My Approvals within My quick update.


To Signoff a phase:

  • STEP 1: Select the incident from Quick update > My approvals or from the incident register 
  • STEP 2: Edit any information within the corresponding phase and view other phases in a read only mode.
  • STEP 3: Enter any comment and click “approve” or “decline” buttons within the signoff section.

Once approved or declined, the relevant users will be notified via e-mail if configured by the system administrator.

A grid will be available at the bottom of the signoff section to display the users, comments and signoff statuses.


Resolution Object

Once the investigation is completed and the corrective actions are in place, an incident can be resolved. User can decide to resolve and close an incident. Resolution and any recommendations can be recorded.

Organisation can keep records of all incidents investigated, conclusions reached, actions identified as been required, the person responsible for actions and the time frames for implementation.

To resolve an incident:

  • STEP 1: Go to Resolution tab.
  • STEP 2: Select the resolution status and the name of the person resolving the case.
  • STEP 3: Enter any further information required and click save.

Close/Summary Object

If the close or summary object has been configured for your organisation, this will let you close an incident. To close or summarise an incident:

  • STEP 1: Go to the Close/Summary tab.
  • STEP 2: Select the status of the incident and any other information.
    Note: If an approval process has been configured for your organisation, select the approval details (Approval Process Type, Approval Authority and click 'Submit for Approval') prior to saving. See article Incident Approval Process for more details.
  • STEP 3: Click 'Save'.

When and incident is resolved or closed an e-mail notification will be sent to relevant parties given that emails are setup by the system administrator.


Phase Signoff

If signoff has been included in to a phase by your system administrator, you will be able to send the corresponding phase for signoff.

To send a phase for signoff:

  • STEP 1: Select following information.
FieldTypeDescriptionDefault Value

Signoff Authority

Multiselect Dropdown

Staff dropdown. Selecting a user will make the selected user a signoff authority for the selected phase.

Selecting multiple staff is possible. Selecting multiple users will require all selected users to approve the phase in order for the phase to be signed off.

The signoff will be directed to users according to the order that the users are selected in the list.

Eg: if users selected in the list is John Smith, Ann Brown;

1st signoff notification will go to John Smith. Once he Approves the phase the notification will go to Ann Brown to signoff the phase. If John Smith rejects the phase, the incident will go back to the previous state and assign to the person who initiated signoff.

Please select

Comment

Multiline text

Textbox that will allow users to add a comment. The comment will be retained for later reference.

Empty


  • STEP 2: Click 'Submit' button.

When signoff is initiated an e-mail notification will be sent to the 1st user in the signoff authority list and he/she will be able to view/ access the incident via My Approvals within My quick update. Note that e-mail notifications will only be sent when it is configured by your system administrator.

The details within the page will be locked and only the signoff authority will be able to edit the phase. Once signed off the phase will be locked for editing. Only the system administrator will be able to revert signoff.


If you are the Signoff authority, to signoff a phase;

  • STEP 1: Go to My Quick Update > My Approvals and click on the incident you want to signoff or you can select the incident from the incident register. 
  • STEP 2: Go to the phase and edit any information within the corresponding phase. You can view other phases in a read only mode.

  • STEP 3: Enter a comment if required within the signoff section and click 'approve' or 'reject'.
    A grid will be available at the bottom of the signoff section to display the users, comments and signoff statuses.


Review Object

You can setup regular incident reviews which are scheduled via the review object tab. This ensures they are up to date as per the progress made in the Incident Action Plan.

  • STEP 1: Click the 'Review' tab from within the incident you want to set up a review for.
  • STEP 2: Set the 'Review Frequency' based on your preference for the record.
Notes:
  • If the 'Review Frequency' is selected as 'As Required' from the dropdown, the 'Next Review Date' will be overridden and not considered.
  • This will be true although 'Edit' permissions have been granted to 'Next Review Date' under Incident Settings > User Roles > Permissions > Review object > Edit role OR 'Next Review Date' being enabled via Incident Settings > Object Configuration > Review object > Next Review Date field > Is Enabled = true.
  • Review Frequency values can be configured under Incident Settings > Review Frequency. Make sure to leave the wording of the 'Review Frequency Name' to be exactly as 'As Required' without any case changes, for this to function as expected.
  • The Last Reviewed By and the Last reviewed date will be a timestamp with the name and the position of the staff who last completed the review. Any reviewer can add a review comment as well. 
  • The Next Review Date will automatically pick up the next available date as per your specified frequency when it is next reviewed. However, you can modify the date using the calendar control if you have the permissions to do so.
  • Review Status will flag a record as Due or Overdue for review depending on whether a review is done as per the Next review date or not.
  • STEP 3: To complete the review click the ‘Complete Review’ button. However, the user can add periodic review comments and save a record as many times as needed prior to completing a record.