Reporting and managing incidents
  1. Incident management
  2. Reporting and managing incidents

Manage an incident

When an incident is reported, it's assigned to someone to manage. In the Manage stage you define and assign actions that need to be carried out to investigate and respond to the issue.

Quick steps to managing incidents:

  1. Go to the Task management component 
  2. Select from the Task options provided
  3. Complete the required fields 
  4. Click Submit

Form components

Incident summary Describes the incident reported and the immediate action that has been taken
Action history A chronological list of actions within each stage the incident has been through to date and the comments users have made. 
Controlled actions An optional feature allowing the assignment of multiple pre-set tasks.
Task management Your options for managing the incident.
Attach records Where you can attach files relevant to the event such as correspondence, emails, or images. 
System event history A chronological list maintained by the system of most entries, changes, and linkages made in the system in relation to this incident. 


The Stage Navigation Bar displays the stage in the workflow that the item is in. When you receive a task to manage incident, it will be for one of two reasons.

1)  An incident has been reported to you to manage.

step nav_manage stage1 2) A task you previously delegated has been actioned and the item has returned to you.

step nav_manage stage post action

Incident summary 

This component displays the description of the incident and the immediate action taken when the incident was reported.   

Click Assigned to you to go to the Task management component. If the incident should be managed by someone else, and you have the required permissions, click Re-assign to transfer the item to another user.

Action history 

This component displays instructions, actions taken, progress notes and comments made to date as the item has progressed through the workflow.

Hover over the date to display who completed the step. 

Task management

This component displays the two options you have to manage the incident

Note: The options will be different if the Controlled actions feature is activated in your platform. This feature is an add-on for the Incident register designed to save time when delegating action by providing access to a menu of built-in instructions to choose from. In setting up the controlled actions, date rules can be pre-set to ensure critical timeframes are followed eg 'respond within 1 day of receipt of report'.

Click here for instructions about using the Controlled actions feature.

Task options

Assign a task

Choose this option to define and delegate the tasks required to respond to the incident.

    • Task instructions -  describe what needs to be done to respond to the issue. 
    • Assign to - select the user responsible for carrying out the task. Select Assign to me to assign the task to yourself. 
    • Task due date - select the date the task is to be completed by.

    Once you have completed these fields, select Submit to move the item to the Action stage. The user assigned to the task will receive a notification. If you assigned the task to yourself the Submit button will change to Next and will take you directly to the next stage of the workflow.

    Move to close

    Choose this option to close the item or to escalate the item to another user to close. 

    • Assign to - select the staff member who is responsible for closing this type of issue. The person selected will be notified immediately and assigned the task to Close the item.
    • Assign to me - select this box if you are the person responsible for closing this type of issue. The Submit button will change to Close.
    • Further action taken (optional) - tick this box to add details of further action taken, that has not previously been recorded.
    • Outcome - add details of final outcome. For example, if it was a incident relating to a work health and safety event, an example might be: 'All required protocols for managing the incident were following and steps have been taken to mitigate the underlying causes of the event'. This information may be useful when analysing and reporting on WHS incidents over time.  
    • Additional comments (optional) - tick this box to add additional comments. 

    Caution:  Once the item has been closed, details relating to what action has been taken and any other comments cannot be edited.

    Open disclosure (optional)

    Open disclosure is an open discussion with a patient/consumer about an incident that resulted in harm to that patient/consumer, while they were receiving health care. This component enables you to record details of the open disclosure process. 

    Injury related details (optional)

    This component enables you to record information relating to workplace injuries and potential associated insurance claims.  

    Severity assessment

    Severity Assessment Code (SAC) is a numerical score to rate the severity of the event. The score is typically based on the consequence of that adverse event and also the likelihood of its recurrence.

    Chose a SAC rating using the menu or the use the optional SAC rating matrix. Note: If it's likely that the adverse event could reoccur, you should consider implementing mitigation actions. To check that you've selected the most appropriate rating, click on the Guide. 

    Link this issue to a risk

    This component displays any related risks that the incident sub-category has been linked to. These linkages have been approved by the risk owners and can't be changed per individual incidents. You can, however, link the incident to an additional risk if relevant.  

    Attach records

    This component enables you to attach records such as correspondence. Records can be attached at each stage of the workflow. Click Attach to add records. 

    • Record name - When naming the record give consideration to how it will support future searches. For instance, 'Return to Work Report - Robert Lowe - March 2022'.
    • File or Link - click on Choose file and navigate to the record on your computer.  If you have links enabled, toggle to change the control to add a URL to the record. The URL must be a in a web (http://) or Microsoft Sharepoint format (https://<company>

    Submit/save the form

    The green Submit button will save the form and in most cases progress the item to the next stage of the workflow. The button label will change depending on certain conditions to make it quicker to complete tasks. For example, if you assign the item to yourself to close, the button label will change to 'Close' allowing you to close the item without have to click through to another stage in the workflow.   

    Select Create a related item if you want to create a separate linked item on another register when you save the form. A link between the two items will be displayed in each item's System event history.