Creating Incident Records

An investigator or agent at a call center creates incident records and enters details about what happened, where the incident occurred, and other information.

This task is a step in Process of Managing Incident Reports.

To create an incident record

1. Navigate to the Incidents screen, then the Incident List view.

2. Create a new record, and complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Incident Number	Displays an automatically generated number that uniquely identifies the incident.
   Incident Summary	Type a summary description of the incident. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the Incident Summary field text that the citizen types on the site.
   Status	Displays a status of Active for the incident. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the Status field value that the citizen selects on the site.
   Employee	Displays the ID of the user who creates the incident record. You can assign additional users to the incident but designate only one user as the primary employee for the incident.
   Source Name	Select the contact who provides the information about the incident. If the contact record does not exist, then create a new contact record. Drill down on this field to navigate to the Contacts screen. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the name of the citizen if the citizen enters a user ID and password to access the site. If the citizen does not enter a user ID and password to access the site, then this field displays a name of Guest Customer.
   Source Type	Select the type of source for information about the incident. Values include Email, Phone, Fax, News Media, Open Source, and Other. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays a value of Web.
   Case Name	Select a case that is associated with the incident. When you select a case name, the Case Number, Case Serial number (#), and Case Owner fields in the More Info view for the incident are populated.
   Intake Category	Select the category for a child-welfare incident. Values include Abuse and Neglect. You can select a value in this field only if the Type field of the incident is Child Welfare.
   Intake Type	Select a further clarification of the intake category. The values that you can select depend on the value that you select in the Intake Category field.
   Intake Sub Type	Select a further clarification of the intake type. The values that you can select depend on the value that you select in the Intake Type field.
   Mandatory Reporter	Select this check box if the person who notifies you of the incident must do so for legal reasons. You can select this check box only if the Type field of the incident is Child Welfare.
   Source Organization	Select the source organization for the information about the incident. If the contact that you select as the value for the Source Name field has an associated account, then this field is populated with the primary account for the contact.
   Incident Priority	Select a value to indicate the importance of incident investigation. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the Priority field value that the citizen selects on the site.
   Date Occurred	Select the date and time that the incident occurred. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the Date Occurred field value that the citizen selects on the site.
   Date Created	Displays the date and time that you create the incident record. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the date and time that the citizen reports the incident.
   Date Reported	Select the date and time that the citizen reports the incident. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the date and time that the citizen reports the incident.
   Description	Type a detailed description of the incident. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the Description field text that the citizen types on the site.
   Group	Displays the group name that users select in the Groups view of the Incidents screen. You can also add groups to or remove groups from the groups list using this field.
   Location	Select the location of the incident. You select this location from a predefined list.
   Source Reliability	Displays the source reliability if the contact in the Source Name field contains a value for reliability.
   Group Suspect Full Name	Displays the suspect name that users select in the Group Suspects view of the Incidents screen. You can also add suspects to or remove suspects from the suspects list using this field.
   Cleared Exceptionally	Select this check box to indicate that the incident is cleared because of exceptional circumstances. When you select this check box, you must also select values for the Cleared Exceptionally Reason and Exceptional Clearance Date fields.
   Cleared Exceptionally Reason	Select the reason this incident is cleared. Values include Extradition Denied and Prosecution Declined.
   Exceptional Clearance Date	Select the date and time that the incident is cleared.
   Type	Select the type of incident. Values include Animal Control and Noise Complaint. When a citizen reports the incident on a self-service Web site for Siebel Public Sector Self Service, this field displays the Incident Type field value that the citizen selects on the site.
   Account Name	Select the account that is related with the incident. For more information about associating accounts with incidents, see Adding Account Information to Incidents.
   Media Interest Flag	Select this check box to indicate that the incident might be a source of media interest.
   Sub-Status	Select a further clarification of the incident status. The values that you can select depend on the value that you select in the Status field.
   Sub-Type	Select a further clarification of the incident type. The values that you can select depend on the value that you select in the Type field.

3. Drill down on the Incident Summary field.

4. In the More Info view, complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Approval Template	Select a template that determines the approval routing for the incident. The incident record is automatically routed to each approver’s inbox until the record has all approvals in the chain. For more information, see Reviewing Approvers for Incidents and Submitting Incidents for Approval.
   Screening Decision	Displays the status of the screening decision for the incident. This field is populated as a result of the decisions of approvers for the incident. Values include: Awaiting Screening Decision. A screening decision is not yet made. This field value appears after you submit an incident for approval. Screened In. Sufficient information exists to further investigate the incident. This field value appears after all approvers approve the incident. Screened Out. Not enough information exists to further investigate the incident, or a child-welfare incident does not meet the legal definition of abuse or neglect. This field value appears if any approver rejects the incident.
   Related Incident Name	Select another existing incident that is related to this incident. When you select an incident for this field, the Related Incident Number field is populated.
   Related Incident Number	Displays the number for another existing incident that is related to this incident.
   Keywords	Type the words that investigators can use to search for similar incident characteristics. Investigators can type these words in the Keywords field in the Incidents Home view of the Incidents screen to find those incident records with matching keywords.
   Offender Name	Displays the offender name that users select in the Offenders view of the Incident List view of the Incidents screen. You can also add offenders to or remove offenders from the offenders list using this field.
   Victim Type	Select the type of victim, a person or an account. For more information, see Adding Account Information to Incidents.
   Victim Name	Displays the victim name that users select in the Victims view of the Incident List view of the Incidents screen. You can also add victims to or remove victims from the victims list using this field.