4Managing Incidents

Reviewing and Claiming Incidents

When an issue is reported, an incident is created. Code enforcement technicians use the worklist to claim incoming incidents. The technician who claims the incident is responsible for processing it.

For more information about the code enforcement worklist, see Using the Worklist.

To claim an incident:

1. From the agency springboard, click the Worklist tile.

   The Incoming Incidents tab appears by default. This tab displays all unclaimed incidents.

2. Optionally select a subtab to further filter the list of incoming incidents:

   • Click the Overdue tab to display unclaimed incidents with a due date before the current date.

   • Click the Priority tab to display unclaimed incidents with a priority setting of Yes.

   To return from a subtab to the main Incoming Incidents tab, click the Back to Incoming Incidents icon next to the Search icon.

3. Review the following summary information about the incident:

   Page Element	Description
   Overdue	This icon appears if the incident due date is before the current date.
   Incident	This column displays: The incident ID that is assigned based on the agency’s autonumbering rules. The incident type and subtype, separated by a hyphen. The incident status. Unclaimed incidents have a status of Reported.
   Location	Displays the incident address.
   Issue	Displays the incident description.
   Reported Date	Displays the date that the incident was created.
   Due By	Displays the date by which the review and processing must be complete. To complete the processing, the technician who claims the incident uses the actions that are available for claimed incidents. Actions that complete the review include scheduling an inspection, marking the incident as a duplicate, or referring the incident to another department or agency. (The other available action, reassigning the incident, does not complete the review.) The due date is calculated based on your agency’s rules and the date that the incident was submitted.

4. If necessary, review the complete details for the incident.

   1. Click the View More Details icon to access the Incident page.

   2. On the Incident page, review the information on the Overview, Details, Comments, and Attachments tabs.

      For more information about the Incident detail page, see Working With Incident Details.

   3. Click the Back icon in the banner at the top of the page to return to the worklist, and re-navigate to the desired worklist tab.

5. Click the Claim button to claim the incident.

   Claiming an incident makes you the assigned technician. As the assigned technician, you are now responsible for processing the incident.

Processing Incidents

The code enforcement technician who claims an incident has four options for processing it: scheduling an inspection, marking it as a duplicate, reassigning it to another technician, or closing it.

Code enforcement technicians access the four processing options from an Actions menu. This menu appears on the Incidents tab of the worklist, which lists incidents where the current user is the assigned technician. It’s also available on the Overview section of the Incident detail page. See Working With Incident Details.

Note: The Incident tab displays the same incident information as the other incident-related tabs. For descriptions of these fields, see Reviewing and Claiming Incidents.

Accessing Incident Actions from the Worklist

To access the Actions menu for an incident in the worklist:

1. From the agency springboard, click the Worklist tile.

2. Select the Incidents worklist tab to view incidents in Reported status where you are the assigned technician.

   Do not use the Incoming Incidentstab or its subtabs. These display only incidents without an assigned technician, so the Actions menu is not available.

3. Optionally select a subtab to further filter the list of incoming incidents:

   • Click the Overdue tab to display incidents with a due date before the current date.

   • Click the Priority tab to display incidents with a priority setting of Yes.

   To return from a subtab to the main Incoming Incidents tab, click the Back to Incoming Incidents icon next to the Search icon.

4. Click the Actions icon for an incident.

   A drop-down list of actions appears.

Accessing Incident Actions from the Incident Details

To access the Actions menu on the Incident details page:

1. Click the Incident List tile on the agency springboard.

2. Click the row for a specific incident.

   The Incident page opens and displays details for the selected incident.

3. In the Overview section of the page, click the Actions button.

   A drop-down list of actions appears.

Scheduling an Inspection

If the technician who reviews an incident determines that it is a valid incident, the next step is to schedule an inspection.

To schedule an inspection:

1. Access the Actions menu for an incident.

2. Select Schedule Inspection from the menu.

   The Schedule an Inspection window opens.

3. Review the following read-only fields for contextual information:

   Page Element	Description
   Priority	Indicates whether the incident has been marked as high priority. The incident priority can affect the due date calculation.
   Due Date	Displays the date by which the inspection should be completed. The inspection due date is determined by the time-based rules for the associated issue subtype. These rules are based on the incident submission date and the incident priority.

4. Accept the default Inspection Date, or enter a new one.

   The default inspection date is the inspection due date.

5. Review any existing comments.

   Existing comments display the date and time the comment was created, the user ID of the person who added the comment, and the first 200 characters of the comment text. If any comments are truncated, click the comment to open a window that displays the entire comment. A comments search box is available if any comments exist.

6. Optionally add additional comments:

   1. Click Add Comment.

   2. In the Add Comment window, enter your comment in the rich text field.

      Alternatively, insert a copy of an existing comment by clicking Select Comments. For more information about working with comments, see Working with Comments.

   3. Click Save to close the Add Comment window and return to the Schedule an Inspection window.

      Even if you cancel the Schedule an Inspection action, the new comment remains.

7. Select an inspector from the list in the Assign section.

   The list displays the Name of each inspector who is available on the inspection date. The Inspection Count for an inspector indicates how many inspections that person is already scheduled to perform on the specified date.

   If no inspectors are available, change the inspection date.

8. Click Save to schedule the inspection on the selected date with the selected inspector.

   The inspection is scheduled, and the incident status changes to Inspection.

   After you schedule an inspection, the incident no longer appears on the Incidents worklist tab. You can still access the incident from the incident list and incident details pages. See Working With Incident Details.

Checking for Duplicates and Marking an Incident as a Duplicate

To check for duplicates and mark an incident as a duplicate:

1. Access the Actions menu for an incident.

2. Select Mark as Duplicate from the menu.

   The Check for Duplicate window opens. The Selected Incident section at the top of the window displays the incident ID, issue type, issue subtype, and address for the incident that you are marking as a duplicate.

3. Click the Cases and Incidents links to view initial lists of possible duplicates

   The search that is performed when you open the page shows active incidents and cases that match the issue subtype and location of the selected incident. Cases and incidents appear in separate lists that appear when you click the corresponding links.

   The search results show the case or incident ID, the issue type and subtype, the status, the address, and the reported date.

4. Optionally enter your own search criteria and click Search to look for other cases or incidents that the selected incident duplicates.

5. Select the check box for an incident or case that the selected incident duplicates.

6. Click Mark as Duplicate, then click OK in the confirmation message window.

   The original incident status changes to Closed, and the related issue information is saved. If you access the Incident detail page for the original incident, you can see the related issue ID.

   After you mark an incident as a duplicate, it no longer appears on the Incidents worklist tab. You can still access the incident from the incident list and incident details pages. See Working With Incident Details.

Reassigning an Incident to Another Technician

Note: Reassigning an incident assigns the incident to a new technician, who is then responsible for reviewing and processing the incident. Reassigning does not assign the incident to a code enforcement officer who will perform an inspection. To assign an incident for inspection, use the Schedule an Inspection option.

To reassign an incident to another technician:

1. Access the Actions menu for an incident.

2. Select Reassign from the menu.

   The Reassign window opens. The name of the Current Assignee appears at the top of the page.

3. Select a new technician from the Name list.

   This list shows people who have the code enforcement technician role.

4. Click the Save button.

   After you reassign an incident, only the newly assigned technician sees the incident on Incidents worklist tab.

Closing an Incident

Sometimes an incident can be closed immediately, without first being inspected.

To close an incident:

1. Access the Actions menu for an incident.

2. Select Close from the menu.

   The Close Incident window opens.

3. In the Close Reason field, select one of the following reasons:

   Value	Description
   Error	The incident was created in error.
   Referral	The incident has been referred to another department or agency.
   Not Appropriate	The original report was not appropriate.

4. Review any existing comments, and optionally add additional comments.

   To add new comments:

   1. Click Add Comment.

   2. In the Add Comment window, enter your comment in the rich text field.

      Alternatively, insert a copy of an existing comment by clicking Select Comments. For more information about working with comments, see Working with Comments.

   3. Click Save to close the Add Comment window and return to the Close Incident window.

      Even if you cancel the Close Incident action, the new comment remains.

5. Click Save.

   The incident status changes to Closed.

   After you close the incident, it no longer appears on the Incidents worklist tab. You can still access the incident from the incident list and incident details pages. See Working With Incident Details.

Working With Incident Details

The Incident page includes sections for the incident overview, details, comments, and attachments. The page also displays a map with the incident location. Use this page to view and update incident information, to assign the incident, and to perform the actions for processing the incident.

Accessing Incident Details

To access incident details from the Worklist:

1. Click the Worklist tile on the agency springboard.

2. Access a tab that displays the incident you want to access, and locate the incident in the list.

3. Click the View More Details icon for the incident.

To access incident details from the Incidents list:

1. Click the Incidents tile on the agency springboard.

2. On the Incidents list page, locate the incident and click it.

Using the Incident Overview Tab

The Overview tab on the Incident page displays summary information, enables you to update assignments, and provides access to the same actions that you can perform from the Worklist page.

To use the Overview tab:

1. Access the incident.

   The Incident page appears and displays the Overview tab.

2. Review the following read-only information:

   Page Element	Description
   Status	Displays the current status of the incident.
   Related Issue	Appears only if the incident was closed as a duplicate. Displays the issue ID of the issue that the current incident duplicates.
   Issue Description	Displays a description of the problem that was reported.
   Issue Location	Displays the location of the incident. This can include an address and any additional location information that was provided.
   Reported Date	Displays the date that the incident was originally submitted.
   Review Due Date	Displays the due date for the initial incident review that the code technician performs. This is the date by which the technician must close the incident or schedule an inspection. (This is different from the date by which the inspection must be performed.) The review due date is calculated based on the issue subtype, the date the incident was submitted, and the incident priority.

3. Review and, if necessary, update the incident assignments using these fields:

   Page Element	Description
   Technician Assigned	Identify the code enforcement technician who is responsible for the initial review and processing for the incident.
   Inspector Assigned	Identify the code enforcement officer who is responsible for an initial inspection. An inspector is assigned when the inspection is scheduled.

4. Use the Actions menu to perform any of the following actions:

   Action	Description
   Schedule Inspection	Select the inspection date and the inspector for an incident.
   Mark as Duplicate	Identify another issue (an incident or a case) that this incident duplicates. Incidents that are marked as duplicates are closed, and the ID of the related issue appears on the Overview tab.
   Reassign	Choose a new code enforcement technician. This action has the same result as directly editing the Technician Assigned tab.
   Close	Close the incident and specify a reason for the closure.

   Note: These are the same actions that code enforcement technicians perform from the worklist. For more information, see Processing Incidents.

Using the Incident Details Tab

The Detail tab on the Incident page displays read-only information from the original issue report. This information can’t be updated after the incident is created.

To use the Details tab:

1. Access the incident.

2. Click Details.

3. Review the following read-only information:

   Page Element	Description
   Address	Displays the location of the incident. This can include an address and any additional location information that was provided.
   Issue Description	Displays the description of the problem that was reported.
   <User-defined fields>	Displays any user-defined fields from the intake form.
   Name, Email, and Phone	Displays contact information for the person who reported the incident. If your agency allows public users to hide their information when reporting an issue, these fields can be blank.

Working With Incident Comments

The Comments tab on the Incident page enables you to add comments using the same comments tool that you use for adding case comments. For detailed information on adding comments, see Working with Comments.

Viewing Incident Attachments

The Attachment tab lists the file attachments that were uploaded as part of the original incident report.

To view incident attachments:

1. Access the incident.

2. Click Attachment.

3. Review information for the attachments in the list:

   Attachment information is not labeled, but it consists of the following:

   • A thumbnail showing an image (for pictures or videos) or a generic file type icon (such as a PDF icon).

   • File name

   • File size

   • File description, if one was entered when the file was uploaded.

   • Date and time that the attachment was uploaded.

4. To view additional details or update the description:

   1. Click the Actions icon for the row and select View Details from the menu.

   2. Review information in these fields: File Name, File Size, Uploaded By, and Uploaded On.

   3. Review and optionally modify the Description.

   4. Click Cancel or, if you updated the description, click Save

5. To download a local copy of the file, click the Actions icon for the row and select Download from the menu.

   The download process is based on your browser. If you’re not prompted for a file location, the file is saved to your downloads folder.

6. To remove the attachment from the incident, click the Actions icon for the row and select Delete from the menu.