Incident Management

Hello and welcome the “Incident Management” support page. This page is intended for portal admins, and here we are going highlight some of the things you can do as an admin to get the most out of your incident section, as well as providing context to some of the features.

All of the content covered on this page can is touched upon in the 20 minute video just below. However if you’re looking for shorter video you click the button and that will direct you to a new page, containing a 5 minute video on how to report incidents from a members perspective. 

Features from the Incident Management section.

When you navigate to the incidents section from within your portal you will see a page which looks similar to this:

On this search page you can see that three incidents have already been reported for the company “Demo Company”, and that there’s an option to filter through these incidents using either incident types, severity, date ranges and tags. Where the tags, incident types, and severity are drop down options. The ability to filter through these incidents would come in handy when you have more than three reported on your personal portal.

What are Incident Types and Tags?

These are optional extras you can include when reporting your incidents, and are completely controlled by you. 

You can add types by navigating to the types section which can be seen in the side menu on the left in the picture just above. After a type has been added you can update incidents to use this incident type either when you’re first reporting the incident, or you can edit incidents after the fact to use this type. Incident types can not be deleted if an incident is using that type.

You can add tags both by navigating to the tags section in the menu, or from within an incident itself. As an admin you can add new tags as when you please, however members will only be able to associate incidents with preexisting tags, created by you, the admin.

The benefit of using both tags and types within incidents is it allows you more freedom when it comes to searching, especially after a large number of incidents have been reported.

Features from Within the Incident itself.

After you have reported an incident, you will automatically get redirected inside that incident, where you will met with a page which looks similar to this:

When your redirected inside the incident you can first see that the side menu has changed a little bit. Showing all the sections have access to from within the incident, we are currently on the “Incident Summary” of this newly reported incident.

As can be seen in the picture just above, you can link incidents with jobs. This can be handy for when your staff members are on a job and report an incident as when it happens, and then when an admin comes to review the job they can then give it some more context by associating it with the Job in which it occurred.

Other sections which can be accessed from the side menu as show in the picture above are the incident notes, members, evidence and invite. Using these sections are all relatively straight forward, but if you want some more context feel free to watch with the video above, or the shorter video which can be found on the Incident Member Support Page linked up above.

Incident Status History And Logs:

This is a section which again can be accessed from the within the incident itself, as shown above, when navigated to will show information of a similar nature. 

Incident logs are appended to any time anything within an incident is updated or changed. A copy of the thing which has been changed will also be stored securely in out database. The purposes of this is to keep an accurate log for sensitive information if and when it could be needed. Along with providing you the ability to uncover any malicious activity within an incident by a member, if it ever were to occur. 

Because of this incident logs cannot be altered. If for any reason you need access to the full incident logs, you can get in contact and we can provide them for you.

Incident Security.

Security is something we take very seriously here at SI Cloud, and because Incidents have the capability to hold sensitive information, the people who have access to the data associated with incidents has been restricted. Below is a table highlighting what each type of member on the portal can do.
Incident Activity Portal Admin Portal Member Member Of Public
Incident Searching & Filtering
Full Access
Restricted Access (Only Associated Incidents)
No Access
Making Incident Types
Available
No Access
No Access
Making Incident Tags
Available
No Access
No Access
Reporting An Incident
Available
Available
No Access
Accessing A Reported Incident
Full Access
Restricted Access (Only Associated Incidents)
No Access
Updating Incident Summary
Full Access
Restricted Access
No Access
Adding Incident Tags
Full Access
Restricted Access (Only Existing Tags)
No Access
Linking Incidents With Jobs
Full Access
Viewable
No Access
Adding & Viewing Notes
Full Access
Add Only
Add Only
Status History and Logs
Viewable
No Access
No Access
Adding & Viewing Members
Full Access
No Access
No Access
Inviting Members
Full Access
Full Access
No Access
Adding & Viewing Evidence
Full Access
Add Only
Add Only