Working with Incident Details

Accessing Incident Details

To access incident details from the code technician worklist:

Click the Code Technician Worklist tile on the agency springboard.
Access a tab that displays the incident you want to access, and locate the incident in the list.
Click the incident row.
Note: Grids are rendered in either a condensed or expanded format based on the FSM option selection made by the agency during implementation. On the Incident list page, each agency staff member can now personalize expanded grids to display information in a manner that suits their own requirement. For more information, see Personalizing Grid Displays.

To access incident details from the Incidents list:

Click the Incidents tile on the agency springboard.
On the Incidents list page, locate the incident and click the row.

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 code technician worklist.

To use the Overview tab:

Access the incident.
The Incident page appears and displays the Overview tab by default. If you navigate away from this tab, return by clicking Overview in the left frame.

Review the incident Status and, if the incident is closed, review the closure Reason.

The following table describes incidents statuses and reasons:

Status	Description
Reported	This incident has not been processed. The status does not indicate whether the incident has been claimed. The Claim action is available if no technician is assigned. After the incident is claimed, the actions for processing the incident become available.
Inspection	An inspection has been scheduled, and the inspection results have not yet been recorded.
Violation	The inspection resulted in a violation. When this happens, a case is created. The incident becomes read-only. When the case is closed, the incident status also changes to Closed.
Closed	When in incident is closed, the Reason provides additional information: Compliance: No violation exists, or the violation has been corrected and the related case has been closed. Duplicate: The incident was closed as a duplicate of another incident or of a case. Error: The incident was created in error, or its related case was closed with a status of Void. Referral: The incident (or it’s related case) was referred to another department or agency. Technicians who are assigned to incidents can use the Close action manually close the incident with any of these reasons except Duplicate. To close a case as a duplicate, the technician uses the Mark as Duplicate action.

Review information that is specific to how the incident has been processed:

These fields are visible when relevant:

Page Element	Description
Case	If the incident was determined to be a violation, this field displays the ID of the case that was created. The ID is a link to the case.
Related Incident	If the incident was closed as a duplicate of another incident, this field displays the ID of the other incident. The ID is a link to the transaction.
Related Case	If the incident was closed as a duplicate of a case, this field displays the ID of the case. The ID is a link to the case.
Referral Type and Referral Code	If the incident was closed as a referral, these fields appear. The referral type indicates if the incident was referred to an Agency Department or to an External Agency. The referral code was selected at the time the incident was closed. For information about referral codes, see Setting Up Referral Bodies.
Rerouted to Incident	If the incident was closed because it was rerouted (assigned a new issue type or subtype), this field displays the ID of the replacement incident. The ID is a link to the incident.
Rerouted from Incident <incident ID>	If the incident was created as a result of rerouting another incident (by changing the issue type or subtype), this message appears next to the incident status. The incident ID is a link to the original incident.

Review the following general incident information:

Page Element	Description
Priority	Displays Yes or No to indicate whether the incident is a priority issue. The initial value corresponds to the how the person who reported the incident answered the question Does this issue pose a health hazard or public safety risk. If the incident has been claimed and it is in Reported status, the assigned technician can click the adjacent Edit link to change the incident priority.
Issue Description	Displays a description of the problem that was reported. If the incident is in Reported status, the assigned technician can click the adjacent Edit link to open the Edit Description window and change the description. Even if the technician edits the description, the original issue description still appears on the Details tab.
Service Request ID	Displays the identifier of the service request in the external application. This field appears only if the incident is submitted from an external system.
Service Request Source	Displays the name of the external system from which the incident was submitted. This field appears only if the incident is submitted from an external system.
Location	Displays the location of the incident. This can include an address and any additional location information that was provided. If the incident is in Reported status, the assigned technician can click the map marker icon next to the current location to open the Update Location window and select a new location. The technician can type the new location into the address search box or drag the map so that the location crosshairs are over the new location. When the technician closes the window, the new address replaces the old one on this page. The original address still appears on the Details tab.
Reported Date	Displays the date that the incident was originally submitted.
Review Due Date	Displays the due date for code technician to process the incident. Claiming an incident is not sufficient: the technician must close the incident or schedule an inspection. (The inspection does not have to be performed by the review due date—it has its own due date.) The review due date is calculated based on the issue subtype, the date the incident was reported, and the incident priority.

Review information about the incident district, and update the information if necessary.

Page Element	Description
District Type	Identifies the code enforcement district type for the incident. For example, incidents might be associated with a fire prevention district type. The district type is inherited from the issue subtype and is read-only. However, if the field is blank because the issue subtype doesn’t have a district type, you can manually select one. The field becomes read-only after you enter a value.
District	Confirm or update the specific district where the incident is located. This district is based on the district type and the issue location: With GIS integration, the system finds the district using the GIS map layer that is associated with the district type. If the agency doesn’t use GIS integration, the system looks for the code enforcement district that is associated with the parcel. If the system is unable to determine the district, you can manually enter one. The district determines the default code officers for the incident. For example, if an incident is in fire prevention district 2, then the code officers who are assigned to that district are listed when you schedule an inspection. Code officers are assigned to specific districts using the Code Enforcement Districts attribute of the Code Enforcement Officer job function. For more information about setting job function attributes, see Setting Up Agency Staff.

Page Element

Description

District Type

Identifies the code enforcement district type for the incident. For example, incidents might be associated with a fire prevention district type.

The district type is inherited from the issue subtype and is read-only. However, if the field is blank because the issue subtype doesn’t have a district type, you can manually select one. The field becomes read-only after you enter a value.

District

Confirm or update the specific district where the incident is located. This district is based on the district type and the issue location:

With GIS integration, the system finds the district using the GIS map layer that is associated with the district type.
If the agency doesn’t use GIS integration, the system looks for the code enforcement district that is associated with the parcel.
If the system is unable to determine the district, you can manually enter one.

The district determines the default code officers for the incident. For example, if an incident is in fire prevention district 2, then the code officers who are assigned to that district are listed when you schedule an inspection.

Code officers are assigned to specific districts using the Code Enforcement Districts attribute of the Code Enforcement Officer job function.

For more information about setting job function attributes, see Setting Up Agency Staff.

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

Page Element	Description
Code Technician	Identify the code enforcement technician who is responsible for the initial review and processing for the incident. You can update this field directly, or use the Reassign action in the Actions menu. Note: When the Automatically Route Issues option, in the Code Enforcement Options page, is turned on and an issue subtype has no code technician assigned in the system, the code technician look up does not display any technicians. In that case, use the Assign Code Technician button to assign a technician to the incident. For details on automatic routing, see Overview of Automatic Routing and Autoassignment. Any active workflow tasks that were assigned to the previous technician will be automatically reassigned to the new technician. For more details on workflow task assignments, see Using Workflow.
Assign Code Technician	Use this button to access the Assign Code Technician modal window. Click Code Technician List or use search option to select and assign a code technician to the incident. Note: This button is available to agency staff with appropriate permissions, only when the Automatically Route Issues option is turned on. Any active workflow tasks that were assigned to the previous technician will be automatically reassigned to the new technician. For more details on workflow task assignments, see Using Workflow.
Code Officer	Identify the code enforcement officer who is responsible for an initial inspection. A code officer is assigned when the inspection is scheduled. This field is editable only if the incident is in the Inspection status. When you change the assignment, the system does not check the new assignee’s workload. After you assign the new code officer, the assignment is also updated on the corresponding inspection record. For details on autoassignment, see Overview of Automatic Routing and Autoassignment. Any active workflow tasks that were assigned to the previous officer will be automatically reassigned to the new officer. For more details on workflow task assignments, see Using Workflow.
	Click the icon next to the Technician Assigned or Code Officer fields to open a modal page that lists all the technicians or code officers previously assigned to the incident, with the details of the assignment date and time.

If an inspection has been scheduled, review the Inspection section for details.

Page Element	Description
Inspection ID	Click the inspection ID link to open the Inspection Detail page and view the details of the inspection. You can view the assigned officer, the inspection outcome along with its reason, and the inspection related dates. The Comments and Attachments sections allow you to view the comments and attachments added by the code officer. You can add your own comments and attachments using the Add Comments button and the Add icon respectively.
Status	Displays the status of the inspection. Values include, Scheduled, Canceled and Completed.
Scheduled Date	Displays the date scheduled for the inspection.
Due Date	Displays the due date for the inspection.

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

Action	Description
Schedule Inspection	Select the inspection date and the code officer 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 transaction appears on the Overview tab.
Reassign Technician	Choose a new code enforcement technician. This action has the same result as directly editing the Technician Assigned field.
Release	Clear the Code Technician field.
Reroute Incident	Provide a new issue type and subtype for the incident. If automatic routing is enabled, the incident is routed based on the new values.
Update Tasks	If the incident is associated with a workflow, use this option to update pending workflow tasks.
Close	Close the incident and specify a reason for the closure.

Note: These are the same actions that are available in the code technician worklist on the tabs where code enforcement technicians view their assigned incidents. For more information, see Processing Incidents.

Using the Property Information Tab

The Property Information page gives you details about the property associated with the incident.

Select the Code Technician Worklist tile on the Agency Springboard and select the Incidents tab.
Alternatively, you can select the Incidents tile on the Agency Springboard to view all the incidents in the system.
On the Incidents page, click the row for the incident you are working with.

Select the Property Information tab in the left panel to open the detail view of the property associated with the incident.

Page Element	Description
Reported Address	View the address from which the incident was reported. This address cannot be modified.
Incident Address	View the address of the property associated with the incident. If the incident address exists in the system, click the link to access the parcel details page to view more information. This address can be updated by the agency staff. Note: A condition icon is displayed next to the Incident Address if the address associated with the incident has a condition applied to it. Click the icon to see a list of all applicable conditions, including the condition name, severity, description, and when the condition was applied.
Parcel ID	View the parcel ID of the property associated with the incident. If the parcel ID exists in the system, click the link to access the parcel details page to view more information. Note: A condition icon is displayed near the Parcel ID if a parcel associated with an incident has a condition applied to it. Click the icon to see a list of all applicable conditions, including the condition name, severity, description, and when the condition was applied.
	Click the Edit icon next to Case Address and Parcel ID, to view a snapshot of the corresponding data. Agency users with the required access rights can also edit this information.
Owner	View the name of the owner of the property associated with the incident.
District Type	Identifies the code enforcement district type for the case. For example, cases might be associated with a fire prevention district type. The district type is inherited from the issue subtype. If the field is blank because the issue subtype doesn’t have a district type, you can manually select one. The field becomes read-only after you enter a value.
District	Confirm or update the specific district where the case is located. This district is based on the district type and the issue location: With GIS integration, the system finds the district using the GIS map layer that is associated with the district type. If the agency doesn’t use GIS integration, the system looks for the code enforcement district that is associated with the parcel. If the system is unable to determine the district, you can manually enter one. The district determines the default code officers for the case. Code officers are assigned to specific districts using the Code Enforcement Districts attribute of the Code Enforcement Officer job function.

When an incident is created, the address can be added from the map, selected from parcel IDs in the system (using the Select Parcel button) or manually added by the agency staff.

When an incident is created by selecting a location from the map, the system first checks if there is a matching parcel with the same APN as received from the map. When a parcel is found, the system then checks if the parcel has a single address. If so, the system enters that address as the reported and incident addresses. After the parcel ID and address are linked, the system displays any existing related conditions for both. Once linked the incident details are also displayed on the parcel and address transaction pages.

If a matching parcel or a single address is not found, then the agency staff can add the reported and incident addresses manually.

Using the Workflow Tab

Use the Workflow page to see past and current workflow tasks and to manage task assignments, status, priority, and comments.

Note: The Workflow tab is available only when the workflow is enabled and associated with the incident. See, Code Enforcement Workflow Basics, Setting Up Agency-Level Options for Code Enforcement and Setting Up Issue Subtypes to understand how to set up and use the workflow.

The Incident Workflow page gives a two-panel view, with a Task panel and Task Details panel. The two-panel view can further be toggled between a stage view and a milestone view. By default, the stage view is displayed.

To manage an incident workflow task:

Select the Incidents tile on the Agency Springboard.
Click the row for the incident you want to view.
Use the navigation links in the left frame to select Workflow.
The Workflow page appears on the right side of the page.

By default, the stage view is displayed. Click the Milestone View icon to toggle the view.

Page Element	Description
Stage View and Milestone View icons	Use these buttons to toggle between the stage and milestone views.
Stages	Click the stage buttons at the top of the Workflow page to open the tasks associated with it in the task panels below. The names of these stages and their labels are displayed as configured in the Oracle Integration Cloud (OIC) that are defined by the agency. The stages are represented in different colors to show their status: Blue: Active Green: Completed Gray: Not active or Terminated You can click the buttons in the active and completed stages to view their details in the Task Details panel. Examples of stages that appear in an incident's workflow include Reported, Inspection, Violation, and Closed.
Milestones	Displays the milestone tasks and the date on which they were completed for the selected incident. Examples of milestone tasks that appear in an incident's workflow include Start, Incident Reported, Inspection ScheduledToday, and Closed.
Terminate Workflow	Click this button to stop or terminate a workflow. Once a workflow has started, the Terminate Workflow button allows an agency staff to stop the workflow at any stage without completing the remaining tasks. This action terminates or cancels all the tasks in the workflow, even if it was open for an agency staff. Note: You cannot activate a terminated workflow.

The tasks and task details are laid out in a two-panel view below the stages or the milestone. The two-panel view includes the following:

Panel	Description
Task summary cards on the left.	The left panel lists completed and in progress tasks. Each task appears on a card that lists the following information: Task name Task status Although completed tasks can have a variety of statuses based on the outcome of the task, the status of an in progress task is always In Progress. If the workflow process definition uses parallel gateways, you might see multiple in-progress tasks. Assignee Tasks can be assigned to an individual, or they can be assigned to a group whose members can claim the task. Either the due date (for in progress tasks), or the last-updated date, which is the completion date for past tasks.
Task details on the right.	The right panel displays more details for the task that is selected in the left panel. If the task is in progress, use the right panel to change the task assignment, update the status and priority, or add task comments. Completed tasks are not updatable, but you can add comments to them. The Incident Workflow page has an option to include a form or a checklist in the Task Details panel. This form is customizable by the agency to cater to their specific requirements.

Panel

Description

Task summary cards on the left.

The left panel lists completed and in progress tasks. Each task appears on a card that lists the following information:

Task name
Task status
Although completed tasks can have a variety of statuses based on the outcome of the task, the status of an in progress task is always In Progress. If the workflow process definition uses parallel gateways, you might see multiple in-progress tasks.
Assignee
Tasks can be assigned to an individual, or they can be assigned to a group whose members can claim the task.
Either the due date (for in progress tasks), or the last-updated date, which is the completion date for past tasks.

Task details on the right.

The right panel displays more details for the task that is selected in the left panel.

If the task is in progress, use the right panel to change the task assignment, update the status and priority, or add task comments.

Completed tasks are not updatable, but you can add comments to them.

The Incident Workflow page has an option to include a form or a checklist in the Task Details panel. This form is customizable by the agency to cater to their specific requirements.

Note: You can update or assign a task only if it is in progress. You can add comments to tasks that are complete, but you cannot make other changes. You cannot make any changes to a task that is not started.

For details on using comments and attachments in workflow tasks, see the topic Using Workflow.

Using the Incident Details Tab

The Detail tab on the Incident page displays read-only information from the original issue report.

Note: Because this tab displays the originally reported information, the values displayed here do not get updated when if agency staff updates the corresponding fields on the Overview tab.

To use the Details tab:

Access the incident.
Click Details in the left panel.

Review the following read-only information.

Page Element	Description
Address	Displays the original location of the incident.
Additional Location Details	Displays any additional location information that was provided. This field appears only if there is any detail to show.
Issue Description	Displays the original description of the problem that was reported.
Does this issue pose a health hazard or public safety risk?	Displays Yes or No to indicate whether the issue was marked as a health hazard or public safety risk when it was originally reported. This value is also the initial value for the incident priority shown on the Overview tab.
<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.

For more information about the parcel associated with this incident, see the Viewing Incidents Associated with a Parcel section, in Viewing Transactions Associated with a Parcel.

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

To view incident attachments:

Access the incident.
Click Attachments in the left panel.
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.
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
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.
To remove the attachment from the incident, click the Actions icon for the row and select Delete from the menu.

Working with Incident Communications

The Communications tab on the Incident page enables you to add communications, such as emails, notifications, and texts associated with a specific incident. For detailed information on adding incident communications, see Working with Incident Communications.

Viewing Incident History

To view a history of an incident’s status change:

Access the incident.
Click History in the left panel.

Review the following status history information:

Page Element	Description
Status	Displays the new status after an incident status change.
Updated By	Identifies the person who performed the action that updated the incident status.
Updated Date	Displays the date that the status changed.
Reason	Displays the reason, if any, that is associated with the status change. For example, if a code enforcement technician closes an incident without scheduling an inspection, this field displays the reason that the technician selected when closing the incident.