When creating a custom incident type for reporting quality or service issues you can define custom workflows to communicate directly with your suppliers as well as track every step in your process towards resolution. You also have the option to set due dates per step to initiate reminder emails at specific intervals to remind users to take action. If you are looking for some guidance on commonly used flows for issue reporting, please visit our Popular Incident Flows article.
Navigating to the Incident Flow Section
- Go to the Admin page by clicking the settings icon and navigate to the Businesses > Incident Types tab
- Click the "Create New Incident Type" button
- The Incident Flow area is the second section on the page and can be best viewed by minimizing the Fields & Attributes section.
Configuring the Incident Flow Section
To get you started, there are some default process steps preset for each incident type. You can customize and build onto this workflow as needed. The ordering of the steps on the page does not dictate the process. You can define your workflow by utilizing the transition buttons.
A "Create" step will always be present at the top of your flow. Your internal users with edit permissions for the incident type will be able to generate new incidents. Once the incident is submitted, it can be transitioned to additional steps. There are four additional step types that you can choose from. You will always an “Internal” step available. This step type is best used if your internal users need to take action. The other step types will be available based on the fields you’ve defined in the fields & attributes portion of your incident type. For example, if you have a “distributor” field, you will be able to add a step in your flow for the distributor location contact to be notified.
Add a Step
You can add new steps simply by clicking the at the bottom of the page. Upon clicking, a new step will appear. You can then name the step and define who will be notified by email, which roles have edit permissions and what users will be able to view during this step.
Understanding the Step Sections
- Step Name - The name of each step will become the status of the incident once they have been submitted. Consider this as you are configuring your flow.
- Who gets notified at this step? - Select one or more roles from the list provided, or choose the Incident Submitter (the user who originally created the incident). These are the custom roles that you've setup for your business and may have assigned to your internal users. If you need to setup custom roles visit this how-to article. Any user with the specified role will receive an email notification when an incident has transitioned to this step. By default supplier steps will notify the community contact and distributor steps will notify incident reporting contacts assigned to the distribution center location that was identified in the incident form.
- What can be edited in this step? -Select the section names from the Fields & Attributes area of your incident type that you will allow to be edited. All other visible sections will be read-only.
- Who can edit in this step? - By default supplier steps will allow the community contact for the supplier business to make edits. Distributor steps will allow the incident reporting contact assigned to the distribution center location that was identified in the incident form to make changes. For internal steps, you can select one or more roles within your business to edit the incident while it is in this step.
- What is visible in this step? -Select the section names from the Fields & Attributes area of your incident type that you will allow to be seen while the incident is in this step.
- Enable incidents in this state to be deleted - Option only available for internal steps.
You can add as many transition buttons as needed per step to allow the user to sent the incident to the appropriate user. The top to bottom ordering of the buttons will be displayed from left to right on the incident detail page in desktop browsers. Click to add additional buttons. To modify the text that appears on the transition buttons, simply click into the box and rename as appropriate. You will also need to specify which step each transition button is linked to.
You can limit if and at which step your incident can be viewed within the system by the product supplier, distributor or supply chain member associated with the incident by clicking this icon . By default internal steps are hidden and distributor and supplier steps are automatically visible. When selection is enabled and either product supplier, supply chain member, and/or the distributor is selected to have visibility, you will see the icon appear like this . For example, this option may be useful if your quality team wants to review the incident and make any necessary changes before it is submitted to the distributor.
Customized Email Notification
There are two types of custom email notifications available in incident flows. First, you can choose to notify the incident submitter that the incident was successfully submitted.
Second, you can choose to notify anyone involved in the incident when individual steps are completed. You can modify the subject line and body of the message that is sent to users you set to be notified when an incident is created or transitioned to a step. Click the icon to modify the message. You can use the button to populate fields from the incident in your message. Click OK once complete. To learn more check out our Incident Email Notifications article.
Setup Due Date
You can optionally configure due dates per transition step within your workflow. Reminder emails will be sent at a specified number of days or hours that you indicate until the step has been transitioned. The original recipients of the message will receive reminders. The message will be the same with the addition of "REMINDER:" in their subject line.
Click the icon to adjust your settings. Once set and incidents are reported, you will be able to view the due dates within your Incident list view page and apply filters to determine which are past due.
Delete a Step
You can delete steps by clicking on the trash can icon. Before removing you will want to make sure that you've updated any transitions that previously pointed to the step.