In order to track and monitor incidents from your community members, you first need to set up each incident as a unique incident type. You can create as many incident types as needed, as well as organize them into categories.
Creating an Incident Type
1. Navigate to your incident types by clicking the cog wheel next to Incidents in the left navigation.
2. Click the "+" button
3. Name your incident type
4. Customize the Fields & Attributes section
5. Define and customize the Incident Flow section
6. Click Save!
Fields & Attributes
The first major section to complete when creating a new incident type is the Fields & Attributes section.
You will see subsections for general information, details, photos, and product and credit request info. This section is highly customizable as well. For detailed information on how to configure and customize this section, go to this article: Incident Type Fields & Attributes
Incident Flow
The second major section to complete when creating a new incident type is the Incident Flow section.
This is where you define the activity flow of your incident as it moves through your supply chain. This section is also highly customizable and allows to automatically direct the incident to the proper person based on select actions.
To allow for incident time-to-completion calculations, community owners may indicate per incident status whether incidents are considered complete when in the specified status.
For detailed information on how to configure and customize incident flows, go to this article: Configuring Incident Flows.