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FieldLogs

Raising an Incident

You can raise an Incident to report an event that hinders the completion of a Task or an action.

Incidents can be raised in the following three contexts:

Context

Description

Example

Available in

Task

To report an event while viewing a Task, you can raise a Task Context Incident.

Materials or parts missing to complete a task.

Tasks

Raise_incident_options.png

Inbox

Raise_Incident_Option.png

Planning

Raise_incident_option.png

Runtime Step

To report an event while viewing or executing a Step in a Task, you can raise a Runtime Step Context Incident.

Tools required to complete a step of a Task are broken.

Runtime Step

Raise_incident_option.png

Global

To report an event that is not related to the Task directly, but blocks it, you can raise a Global Context Incident.

Oil spillage in the work zone, making it impossible to carry out Tasks in the location.

Main Menu

Raise_Incident.png

Note

You must have the appropriate access rights to raise an Incident.

Raising a Global Incident

From the main menu, you can raise Global Incidents.

To raise an Incident from the main menu:

  1. On the main menu, click Main_menu_Raise_Incident_icon.png.

    Raise_Incident.png

    The dialog New Incident appears.

    New_Incident.png

    Note

    The New Incident dialog is resizable and can be moved anywhere around the screen.

    The Incident Context is displayed below the Incident Definition dropdown.

  2. Select the required Incident from the Incident Definition dropdown.

    No_Context_Incident_Selected.png

    The Incidents for which the Context Type is set to Global during Incident Definition are displayed in the dropdown.

    Note

    While creating an Incident Definition, the Context selection for Global is available for raising an Incident, regardless of whether the Global checkbox is selected or not.

    The fields configured for the selected Incident are displayed.

    Incident_Details.png

  3. Add the details in the following fields as shown below:

    • Priority: Select an option to set the severity level of the Incident.

    • Spillage zone: Enter the zone of spillage.

    • Spillage Date: Select the date of spillage.

    Note

    For each Incident, the displayed fields may vary based on the Incident Definition.

  4. [Optional] In the Custom Fields section, select a Custom Field from a category and enter the values.

    Custom_fields.png

    Note

    All the Custom Fields that are defined for Incidents are displayed.

    The dialog New Incident with all the details filled is shown below.

    Incident_Details_filled.png

  5. [Optional] Click the Attach files button to add images or files to the Incident. You can add multiple files as shown below.

    Attach_files_Button.png
    Attaching_Multiple_files.png

    To remove a file, click Close_button.png and Yes, Remove.

    Removing_Files.png

    Note

    All types of documents and media file formats of size under 30 MB are supported.

  6. Click Save.

    Click_Save.png

    The Incident is raised.

Raising a Task Incident

From Tasks, you can raise Task Context Incidents and Global Incidents.

To raise an Incident from Tasks:

  1. On the main menu, go to Tasks>Task.

    Task_menu.png

    The screen Tasks appears.

    Task_screen.png

  2. Select the Task for which you want to raise an Incident.

    Task_selected.png

    You can raise an Incident using the two options listed below.

    Option 1: Use the Raise Incident option from the list.

    Task_Raise_Incident.png

    Option 2: Use the Raise Incident button on the right pane.

    Task_Raise_incident_Button1.png

  3. The dialog New Incident appears.

    New_Incident_task.png

    The Incident Context is displayed as Task below the Incident Definition dropdown.

    Note

    The New Incident dialog is resizable and can be moved anywhere around the screen.

  4. From the Incident Definition dropdown, select the required Incident.

    Incident_Task.png

    The Fields that are configured for the Incident are displayed.

    Incident_Details.png

  5. Add the details in the following Fields as shown below:

    • Priority: Select an option to set the severity level of the Incident.

    • Part Type: Enter the type of missing parts.

    • Number of missing parts: Enter or set the number of missing parts. You can use Number_increase.png to increase or number_decrease.png to decrease the number.

      Note

      For each Incident, the displayed Fields may vary based on the Incident Definition.

  6. [Optional] In the section Custom Fields , select a Custom Field from a category and fill in the values for the Custom Fields.

    Custom_Fields.png

    Note

    All the Custom Fields that are defined for Incidents are displayed.

  7. Click Context: Task to view the task details.

    Context_Task_section.png

    The details of the Task are displayed.

    Context_task.png

    The Context Fields selected for the Task Context Incident during Incident Definition are displayed in the section Context: Task.

    When changes are made to the Task properties after raising an Incident, the following Context Field values get updated dynamically:

    • Last Modification Date

    • Assignee

    Some details of the Task that are automatically displayed for Task Context Incidents are listed below:

    • Project: The Project Details such as Name, Start Date, and End Date are displayed.

    • Queue: The Task Queue details such as Name, Description, and Creation Date are displayed.

    • Op Plan: The Operation Plan details such as Name, Creation Date, Time Zone, and Assigner are displayed.

    The dialog New Incident with all the details filled is shown below.

    Incident_Task_Details_Filled.png

  8. [Optional] Click the Attach files button to add images or files to the Incident. You can add multiple files as shown below.

    Task_AttachFiles.png
    Task_MultipleFilesAttached.png

    To remove a file, click Close_button.png and Yes, Remove.

    Task_RemoveFiles.png

    Note

    All types of documents and media file formats of size under 30 MB are supported.

  9. Click Save.

    Click_Save.png

    The Incident is raised.

A pop up message is displayed when an Incident is raised.

Incident_raised.png

If a Task has Incidents linked to it, they can be viewed from the Incident Indicator.

Click Incident_Indicator-_dropdown.png to view the list of Incidents.

Incident_Indicator_.png

In the example below, the Incidents raised in the Task are highlighted.

Incidents_raised.png

On selecting an Incident, the Incident Details dialog will be displayed.

View_incident.png

In the example below, #DEF-10 Incident Details dialog is displayed.

DEF-10_incident_details_dialog.png

Note

When an Incident is resolved or closed, it does not get reflected in the Incident Indicator.

Raising an Incident from the Inbox

From the Inbox, you can raise Task Context Incidents and Global Incidents.

To raise an Incident from the Inbox:

  1. On the main menu, click Inbox.

    Inbox.png

    The screen Inbox appears.

    Inbox_screen.png

  2. Select a Task for which you want to raise an Incident.

    Task_selected.png

  3. Click Dropdown_icon.png to display the list of options.

    View_Dropdown.png

  4. Click Raise Incident.

    Raise_Incident_Option.png

    The dialog New Incident appears.

    New_Incident_task.png

    Note

    The New Incident dialog is resizable and can be moved anywhere around the screen.

    The Incident Context is displayed as Task below the Incident Definition dropdown.

  5. From the Incident Definition dropdown, select the required Incident.

    Incident_Task.png

    The fields configured for the selected Incident are displayed.

    Incident_Details.png

  6. Add the details in the following fields as shown below.

    • Priority: Select an option to set the severity level of the incident.

    • Part Type: Enter the type of missing parts.

    • Number of missing parts: Enter or set the number of missing parts. You can use Number_increase.png to increase or number_decrease.png to decrease the number

      Note

      For each Incident, the displayed fields may vary based on the Incident Definition.

  7. [Optional] In the section Custom Fields , select a Custom Field from a category and fill in the values for the Custom Fields.

    Custom_Fields.png

    Note

    All the Custom Fields that are defined for Incidents are displayed.

  8. [Optional] Click the Attach files button to add images or files to the Incident. You can add multiple files as shown below.

    Inbox_AttachFiles.png
    Inbox_MultipleFilesAttached.png

    To remove a file, click Close_button.png and Yes, Remove.

    Inbox_RemoveFiles.png

    Note

    All types of documents and media file formats of size under 30 MB are supported.

  9. Click Save.

    Click_Save.png

The Incident is raised.

Raising an Incident from Planning

From Planning, you can raise Task Context Incidents and Global Incidents.

To raise an Incident from Planning:

  1. On the main menu, go to Planning>Planning.

    Planning_Option.png

    The screen Planning appears.

    Planning_screen.png

  2. Select the Task for which you want to raise an Incident.

    Task_incident_selected.png

  3. Click Dropdown_icon.png to display the list of options.

    View_Dropdown_icon.png

  4. Click Raise Incident.

    Raise_incident_option.png

  5. The dialog New Incident appears.

    New_Incident_task_new.png

    Note

    The New Incident dialog is resizable and can be moved anywhere around the screen.

    The Incident Context is displayed as Task below the Incident Definition dropdown.

  6. From the Incident Definition dropdown, select the required Incident.

    Incident_Task.png

    The fields that are configured for the Incident are displayed.

    Incident_Details.png

  7. Add the details in the following fields as shown below:

    • Priority: Select an option to set the severity level of the Incident.

    • Part Type: Enter the type of missing parts.

    • Number of missing parts: Enter or set the number of missing parts. You can use Number_increase.png to increase or number_decrease.png to decrease the number.

      Note

      For each Incident, the displayed fields may vary based on the Incident Definition.

  8. [Optional] In the section Custom Fields , select a Custom Field from a category and fill in the values for the Custom Fields.

    Custom_Fields.png

    Note

    All the Custom Fields that are defined for Incidents are displayed.

  9. Click Context: Task to view the Task details.

    Context_Task_section.png

    The details of the Task are displayed.

    Context_task.png

    The Context Fields selected for the Task Context Incident during Incident Definition are displayed in the section Context: Task.

    When changes are made to the Task properties after raising an Incident, the following Context Field values get updated dynamically:

    • Last Modification Date

    • Assignee

    Some details of the Task that are automatically displayed for Task Context Incidents are listed below:

    • Project: The Project Details such as Name, Start Date, and End Date are displayed.

    • Queue: The Task Queue details such as Name, Description, and Creation Date are displayed.

    • Op Plan: The Operation Plan details such as Name, Creation Date, Time Zone, and Assigner are displayed.

    The dialog New Incident with all the details filled is shown below.

    Incident_Task_Details_Filled.png

  10. [Optional] Click the Attach files button to add images or files to the Incident. You can add multiple files as shown below.

    Planning_AttachFiles.png
    Planning_MultipleFilesAttached.png

    To remove a file, click Close_button.png and Yes, Remove.

    Planning_RemoveFiles.png

    Note

    All types of documents and media file formats of size under 30 MB are supported.

  11. Click Save.

    Click_Save.png

    The Incident is raised.

Raising a Runtime Step Incident

From a Runtime Step, you can raise Runtime Step Context Incidents and Global Incidents.

Note

You can also raise a Runtime Step Context Incident while viewing a Step of a Task in the screens Tasks, Inbox, and Planning.

To raise an Incident from a Runtime Step:

  1. Select a Runtime Step.

    Runtime_Step_selected.png

  2. Click Raise_incident_icon.png to raise an Incident.

    Raise_incident_option.png

  3. The dialog New Incident appears.

    New_Incident_screen.png

    Note

    The New Incident dialog is resizable and can be moved anywhere around the screen.

    The Incident Context is displayed as Runtime Step below the Incident Definition dropdown.

  4. From the Incident Definition dropdown, select the required Incident.

    Incident_selected_from_dropdown.png

    The fields that are configured for the Incident are displayed.

    Incident_Details.png

  5. Add the details in the following Fields as shown below.

    • Priority: Select an option to set the severity level of the Incident.

    • Part Type: Enter the type of missing parts.

    • Number of missing parts: Enter or set the number of missing parts. You can use Number_increase.png to increase or number_decrease.png to decrease the number.

    Note

    For each Incident, the displayed fields may vary based on the Incident Definition.

  6. [Optional] In the section Custom Fields , select a Custom Field from a category and fill in the values for the Custom Fields.

    Custom_Fields.png

    Note

    All the Custom Fields that are defined for Incidents are displayed.

    The dialog New Incident with all the details filled is shown below.

    Incident_Details_Filled.png

  7. [Optional] Click the Attach files button to add images or files to the Incident. You can add multiple files as shown below.

    Attach_Files_Button.png
    Global_Attaching_Multiple_files.png

    To remove a file, click Close_button.png and Yes, Remove.

    Removing_Files.png

    Note

    All types of documents and media file formats of size under 30 MB are supported.

  8. Click Save.

    Click_Save.png

    The Incident is raised.

Viewing a Raised Incident

You can view all the raised Incidents in the Incident Dashboard. However, you can view the list of raised Incidents for a selected Task in the screen Task.

To view the raised Incidents in the screen Task:

  1. On the main menu, go to Tasks>Task.

    Task_menu.png

    The screen Tasks appears.

    Task_screen.png

  2. Select a Task to view the raised Incidents.

    Task_selected.png

    Note

    You cannot select multiple Tasks to view the raised Incidents.

  3. Click Rasie_incident_icon.png.

    Click_Raise_Incident.png

  4. Click a raised Incident on the right pane to view the Incident details.

    Raised_Incidents.png

    The Incident Details dialog allows a user to view details, tasks and add/edit comments in an Incident.

    incident_details_string.png

    1. Details: Displays all the details of an Incident.

    2. Comments: Allows you to add/edit comments in an Incident. You can also add attachments to a comment. The comment trail on the Incident can also be seen.

      comments_example.png

    3. Tasks: Allows you to view tasks in the Incident.

    On clicking details_icon.png the following details are displayed.

    Incident_details_dialog_-_newlyupdated.png

    1. Share Link: Allows a user to share an Incident. Only users with access to the Incident Management System can access the Incident using this link.

    2. State: Displays the state of the Incident as Raised.

    3. Resolution Flow: Displays the Resolution Flow that is selected during the Incident Definition.

    4. Field Values: Displays the fields and values entered while raising an Incident.

    5. Context: Displays the Context Fields selected for the Task Context Incident during Incident Definition.

      Some additional details of the Task that are automatically displayed for Task Context Incidents are listed below:

      • Project: The Project Details such as Name, Start Date, and End Date are displayed.

      • Queue: The Task Queue details such as Name, Description, and Creation Date are displayed.

      • Op Plan: The Operation Plan details such as Name, Creation Date, Time Zone, and Assigner are displayed.

    6. View: If an Incident was raised from a Task, the context of that Incident now contains a Task component with a button that allows you to either go to the Task or view the Task info.

      The View option takes you to the Task.

      View_option_-_Incident_.png

      The View info option displays the information about the Task.

      View_Info.png

    7. Custom Fields: Displays the Custom Fields values that are entered for the Incident.

    8. Attach Files: Displays the list of files or images attached to the Incident. You can view, download, and delete the files.

    9. Other details that are displayed are:

      • Created: Displays the date and time of raising the Incident.

      • Created By: Displays the details of the user who raised an Incident.

      • Last Modified: Displays the last modified date and time of the Incident.

      • Last Modified By: Displays the details of the user who last modified the Incident.

      Note

      The Incident Details dialog is resizable and can be moved anywhere around the screen.

In this section: