Siebel Public Sector Guide > Managing Investigative Cases >

Process of Managing Incident Reports

An incident represents the information about an event that might be of interest to an agency. For example, an incident might be a report of a leaking fire hydrant. An agency can receive incident information by phone, email, and fax. Also incident information can come from independent research that agents conduct.

Incident records might be created automatically from the content of incoming messages and email notes. Usually, a member of the investigative team is responsible for following up on the incident information to determine whether the incident warrants further action and whether the incident is associated with other incidents, leads, and cases. An agent, who has knowledge of appropriate criteria, might decide to upgrade an incident to a case.

This process consists of tasks that users typically perform when managing incident reports. Your agency might follow a different process according to its business requirements.

To manage incident reports, users perform the following tasks:

• Creating Incident Records
• Adding Details to Incident Records
• Adding Offense, Allegation, and Arrest Information to Incidents
• Adding Circumstantial Information to Incidents
• Adding Subject Information to Incidents
• Adding Account Information to Incidents
• Reviewing Approvers for Incidents
• Submitting Incidents for Approval
• Escalating Incidents to Cases for Investigation
• Assessing Child-Welfare Incidents

This process is a step in Roadmap for Managing Investigative Cases.