Report and resolve incidents

Daily Operations is marked Coming soon. Only Magpie administrators can access it.

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.

When Daily Operations' equipment part is on, equipment comes from Track individual assets. 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 Equipment, the number of open incidents beside a piece of equipment opens the incidents about it.

High and critical incidents will be sent to the location's shift leads and managers, by email and on their phone. A critical incident nobody acknowledges will be sent to team admins and managers after the time set in Settings, at most 2 times.

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. 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.
• More opens 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, in More, marks a resolved incident as finished: nothing on it can be changed unless a shift lead reopens it with a reason.

Reports

Reports covers a date range of up to 366 days at a location, or every location: checklists completed on time, late, missed, skipped and not finished, each failed check, incidents with the median time to acknowledge and resolve, temperature records with the days a point had no reading, and openings and closings confirmed with work unfinished. Download CSV at the top of the page downloads the checklists, readings or incidents for the same dates.

For access questions, contact Contact support.