Managing Incidents

The Incidents page lets you track and manage all security incidents reported by guards or created by admins.

Accessing Incidents

1. Navigate to Field Management > Incidents (shortcut: `G` then `I`).
2. The page title reads Incidents with the subtitle "Track and manage security incidents."

Incidents Overview

Stats Cards

Four summary cards appear at the top:

• Open Incidents — Unresolved incidents needing attention.
• Investigating — Incidents currently under investigation.
• Resolved Today — Incidents closed today.
• Total This Month — All incidents filed this month.

Filtering Incidents

Status Filters

Use the status buttons to filter the list:

• All — Show every incident.
• Open — New, unaddressed incidents.
• Investigating — Actively being investigated.
• Resolved — Incidents that have been closed.

Type Filters

Use the type dropdown to narrow by incident category:

• All Types
• Panic
• Theft
• Medical
• Fire
• Trespass
• Vandalism
• Other

Search

Type in the search bar to find incidents by title, description, or guard name.

Incident Table

Priority Levels

• Critical (red) — Immediate danger, life safety.
• High (orange) — Serious, requires urgent response.
• Medium (blue) — Important but not urgent.
• Low (green) — Minor issue, can be addressed in due course.

Creating a New Incident

1. Click the Report Incident button (top-right, with Plus icon).
2. A sheet titled "New Incident Report" opens with the description "Log a new security incident or observation."
3. Fill in the details:
   • Incident Title — Brief summary.
   • Type — Select from Panic, Theft, Medical, Fire, Trespass, Vandalism, Other.
   • Priority — Critical, High, Medium, or Low.
   • Site — Where the incident occurred.
   • Description — Detailed account of the incident.
   • Attachments — Upload photos or documents.
4. Click Submit.

Viewing Incident Details

1. Click any row in the incident table.
2. The Incident Detail Sheet opens showing:
   • Full incident information.
   • Status timeline showing all state changes.
   • Photos and attachments.
   • Actions taken.

Updating Incident Status

1. Open the incident detail.
2. Change the status:
   • Open → Investigating — Investigation has started.
   • Investigating → Resolved — Issue resolved.
   • Resolved → Closed — Confirmed complete.
3. Add notes explaining the status change.

Permission Required

The Incidents page requires the `incidents.view` permission. To create incidents, you need `incidents.create`.

Tips & Best Practices

• Respond to Critical incidents immediately — These indicate potential life-safety issues.
• Add photos whenever possible — Visual evidence strengthens incident records.
• Update status promptly — Keep the incident timeline accurate for audit purposes.
• Review trends — Use the Analytics dashboard to spot recurring incident types at specific sites.

Troubleshooting

Can't see incidents

• Verify you have the `incidents.view` permission.
• Check if your site filter is restricting the view.

Incident not appearing after guard reports it

• There may be a brief sync delay. Refresh the page.
• Verify the guard's report was submitted (check their mobile app).

Related Articles

• Using the Command Center
• Using the Alert Center for Panic Alerts
• Building Custom Reports with Report Builder
• Viewing the Audit Log