How do I add an incident report?

What is an Incident Report

The incident reports facilitate the ability to record any significant events which take place in your facility. These incidents are for facility eyes only, your customers will not see these reports. 

The type of incidents are customizable to your needs and can have varying levels of severity: Low, Medium and High. Some examples include: Dog and Dog Bite, Dog and Staff Bite, Customer Outstanding Balance, or Damage to the Facility. 

The report allows you to record the event and link it to the pet(s), customer(s), and/or staff, which will then record the incident(s) in their profiles. For incidents added to a pet or customer, you can view these in the customer’s profile under the “Customer Overview” page. This information is not available in the customer portal. 

The incident will require a description and instructions for staff, and you have the option of adding images when needed. 

You will then be able to choose if and how a warning should appear per service type:

• Show a warning when booking 
• Show a warning when checking-in
• Show a warning when checking-out

You also have the option to resolve incidents. This will disable any warning but keep a record of the infraction in the custom(s), pet(s) or staff profiles. 

How to create Incident Options

You can create your own custom list of Incident Report Types. To do so simply navigate to your:

1. Settings 
2. Incident Report Settings 
3. Add Incident Type
4. Save

These types of incidents will generate your list of available incident options when creating a new incident. 

How to add an Incident Report

You can add an incident report at any time by hovering your cursor on the Tools Icon ,on the left-hand side of your screen, followed by clicking on the “Add Incident”   icon. 

Then simply fill in the date, severity, type, and who was involved in the incident. Add the details, the instructions for staff and any necessary warning by service type. You can also add photos, add your initials and save. 

**Important Note**
Only users whose role allows incident reports to be created or edited will be able to add an incident, edit or resolve an incident. 

How to edit, add a comment and/or resolve an Incident

Users can add comments to incidents reports, edit information and or resolve incidents when required and if allowed (user roles). 

To add a comment:

1. Navigate to the incident you wish to add the comment to
2. Click “View Details”
3. Click “Add Comment”
4. Add in your comment and initials
5. Save Comment
   
   Comments will be date stamped and appear in the incident details.
   
   

To edit an Incident:

If want to edit an incident, you can do so by:

1. Navigating to the incident
2. Click “View Details”
3. Click “Edit Incident”
4. Make your edits as required
5. Add you initials
6. Save

The edit will be date stamped along with your initials.

How to Resolve an Incident

You may find that some incidents which had warnings are no longer required. In this case, you can resolve a ticket with details as to why it was resolved. As a result, the warnings will no longer appear, however, you keep a record of the incident. 

1. Navigate to the Incident 
2. Click View details
3. Click Edit Incident
4. Scroll to the bottom of the incident and select Yes next to “Incident resolved”
5. Optionally add notes reguarding the resolution
6. Save 

When viewing the incident history you will see which are resolved and which are ongoing incidents. 

What do the Incident warnings look like?

Incident warnings will pop up depending on what you have checked off in the invoice details. 

The warning will need to be addressed before your staff can continue to the next step. 

Once you have reviewed the details, click “Click here to proceed” to continue to the next step. 

Incident Report

If you wish to see the list of incidents added within a given timeframe, you can view this from the “Incident” Report. 

Simply navigate to your Reports > MISCELLANEOUS : Incidents > Add your Date Range > Generate Report.