Report and resolve incidents

An incident is something that went wrong at a location, reported by a person, or created by a failed check or a reading out of range.

Report an incident

Choose Report an incident on Today, Incidents or Equipment. Say what happened, choose the location and how serious it is, and add a photo if you have one. The incident's page opens next: fill in its kind, the equipment and what you did straight away there. The kinds are General, Equipment, Safety, Food safety, Supplies, Cleanliness, Customer or service, and Other.

High and critical incidents will be sent to the team's admins and the location's shift leads and managers, by email and on their phone, apart from the person who reported them. A critical incident nobody acknowledges will be sent to team admins and managers again after the time set under Escalate critical incidents after in Settings, at most 2 times. A team admin can set it to a time such as 30 minutes, or to Never.

Incidents lists open incidents, the most serious first. Resolved, Closed and All list the others.

Work on it

On the incident's page:

• Acknowledge says a shift lead or manager has seen it. It stops escalation and does not resolve anything.
• Add corrective actions, give each to someone with a due date, and mark them done. An action can need checking by a shift lead, and one that is no longer needed is marked Not needed. The person an action is given to sees it under Your work on Today.
• Add updates and photos. Everything that happens is listed under Timeline.
• A shift lead can change the severity. Lowering it needs a reason, and only a manager can lower a critical incident.
• Open an Issue, in More, lets a shift lead open an Issue for a longer-term fix, linked to the incident.

Resolve and close

Resolve records how the incident was fixed. It can be used once every action is done or marked not needed; until then it lists what is still open. Finishing the actions does not resolve the incident. High and critical incidents are resolved by a manager.

Close incident, in More, marks a resolved incident as finished: nothing on it can be changed. A shift lead closes it, or a manager for a critical incident.

Reopen…, in More, opens a resolved or closed incident again. A shift lead reopens it with a reason, which is added to its timeline.

Equipment

When Equipment is on in Daily Operations Settings, equipment comes from Track individual assets. The Equipment page lists the team's equipment that is not retired, with its status, the number of routines that look after it and its open incidents; the number of open incidents opens the incidents about it. Each piece of equipment opens in Asset Tracker, in a new tab.

Reporting from Equipment also asks which equipment it is. Tick Take it out of service and Asset Tracker will show it in maintenance until someone puts it back. On an incident about equipment, its More menu takes the equipment out of service, such as Take Grinder 2 out of service, or puts it back. Anyone who works at the location can take it out of service; a shift lead puts it back.

For access questions, contact Contact support.