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Creating an Incident

This section details how to create and assign an incident.

Step 1:

If you have an address:

If you don't have an address:

Click '+Incident' from the panel in the top left of the Dispatch screen.

See also: Creating an incident from a handset or terminal

Right click on the map in the location you wish to create an incident.

A blue question mark will appear in that location.

Another option to a standard address is a 3 word address provided by what3words - click here to find out more about creating an incident with what3words.

An alert will appear above the incident tracker asking if you wish to create an incident at this location.

Click on the alert to proceed.

Events: Incident numbering using our Teams and Events Management starts each event off at 1 to ensure that numbering is consistent please ensure your operators know to be looking at the events page when they start create new incidents.

Step 2:

A window will appear asking for details about the incident: A summary of the incident itself, incident type, etc. 

If you have the address of the incident, this is where you will enter it. If you have marked the location of the incident on the map, the location address will be automatically filled.

You will also be prompted to enter details regarding the individual(s) reporting this incident under Reporting Party. This is largely for record keeping, but is also useful for allowing Dispatch to easily contact the reporter if necessary.

All of this information will be passed on to the handset users assigned to the incident, so make sure that they have all the details they need.

The Delayed Job section is to allow jobs that need to be attended to at a certain time to made available beforehand to handset users (as opposed to responding to incidents as and when they come in). Set the time the job needs to happen at and proceed as normal.

Once this form has been filled in, select Create Incident.

Step 3:

Dispatch should now display the details of your new incident. From here you can make changes or update the incident with notes as you see fit. To access this window at any time, simply click on the corresponding incident in the left hand column.

The 'Times' section at the bottom of this window lists the metrics for your users (response times, time spent in custom states, time before incident resolution, etc). This is an addon for Dispatch which is not available under the standard subscription which you can learn more about here.

See also: Incident Allocation Tracking.

Modifying the Incident Location

You should now be able to see your incident on the map view marked by a red warning triangle.

For whatever reason, should you need to change the position of the incident location, you can click/tap and drag the incident marker to wherever you need it to be.

Alternatively, you can change the incident location by opening the incident details window and clicking 'Edit' in the Location section. From here you can update either the normal address, or the what3words address.

When you're done, click 'Update Incident'.

Assign the Incident

Step 1:

We'll need to assign this incident to a handset user to resolve the situation, so select the assign user button on the incident tracker panel on the left of Dispatch.

Step 2:

A window will appear offering several different ways to assign your new incident.

To assign an incident to a specific user, look in the Individual User and Queue User sections:

  • Individual User is where all handset users that are switched on and listed as 'Available' are displayed. Clicking on a specific user in this section will immediately assign the incident to them (as detailed in step 7).

  • Queue User displays all handset users that are switched on but are currently listed as 'Busy' or any other status that marks them as unavailable (already working on another incident, resting, etc.). Selecting a user in this section will assign the incident to that user, but will only notify them of it once they list themselves as 'Available' again.

To notify groups of people to an incident, look in the All users on Channel and All users on Callsign sections:

  • All users on Channel is used to broadcast an incident to everyone currently using a specific channel. If you select a channel in this section, all handsets currently listed as 'Available' on this channel will be notified of the incident, allowing multiple users to respond and work on it together.

  • All users on Callsign lists all current callsigns listed on your Dispatch system. Selecting a callsign will notify all 'Available' users assigned to that callsign of the incident, allowing multiple users to respond and work on it together.

Step 3:

The selected handset(s) will now alert their users to the incoming incident. Users have the option to accept or reject the incident. Accepting sets the user to 'Deployed' while rejecting sets the user to 'Busy' to inform Dispatch of their current situation.

Step 4:

You will now be able to easily identify in the incident tracker the username and callsign of the person who has accepted the incident. This will also be available in the incident details screen.

For more information on how to read the incident tracker, see our help article on Incident Allocation Tracking.

Removing an assigned Handset

If you need to remove a handset from an incident, click on the incident to bring up the incident details window. Here you can remove an assigned handset by clicking the “Remove” button beside the handset user name.