Complete Guide to Configure Incident Management

Please follow the below steps to enable/configure incident management.

Step 1: Create a SPOC Master

Navigate to:

Super Admin → Organization → Incident Management → SPOC Master → Add a SPOC 

Enter the basic details like Name, Email id, Mobile number

-What's the State of the SPOC? If an incident occurs in a particular state, the SPOC configured for that state will automatically become the responsible person for handling the incident. 

-What's the City of the SPOC? If an incident occurs in a particular city, the SPOC configured for that state will automatically become the responsible person for handling the incident. 

-Working Hour - From Time Enter the starting time of the SPOC’s working hours

-Working Hour - To Time Enter the ending time of the SPOC’s working hour 

(NOTE: Time defines the availability for handling incidents)

-What's the Department of the SPOC? Example: HR team, Helpdesk team

-Is the SPOC active? (Yes/No)

• Yes → SPOC is active and will receive incidents

• No → SPOC is inactive and will not receive incidents

-Include only Working hours in TAT

If enabled: TAT will calculate only within the defined working hours.

Non-working hours will not be counted.

Step 2: Create SPOC Holidays: 

Navigate to: 

Super Admin → Organization → Incident Management → Upload SPOC Holiday (Only if required)

Steps to Create SPOC Holidays:

1. Navigate to Upload SPOC Holiday

2. Download the template

3. Fill in the required fields in the template

4. Upload the filled file in the same path

Step 3: Create a Incident Category: 

Navigate to:

Super Admin → Organization → Incident Management → Incident Category → Add Incident

Fields which are listed in Incident Category:

-Name of the incident (Enter the title of the incident category)

-Priority (incident priority Eg: more priority or less priority or medium priority)

-Short code (It's a unique code for tracking)

Steps Required
-Name of the Step (Defines the workflow stages of the incident, Eg: L1, L2 or L3)

-Responsible Person: (person assigned to handle this incident category)

-Process Description: (Defines the action to be performed at that stage)

-TAT: (Turn Around Time)

Defines how many days are given to complete this step.

Example:

2 Days

3 Days

If not completed within TAT → escalation to the next level happen (if enabled)

-Exclude days in TAT 

You can exclude:

• Week-off days

• Holidays

So TAT will count only working days.

Required supporting data:

-Type of supporting data:

Attachment  (If enabled → Employees need to attach supporting documents while raising a complaint)

Mandatory (If marked mandatory → Employees must upload documents; otherwise, they cannot submit the complaint)

-If the incident category is Active 

• Yes → Category is available for use

• No → Category is disabled

-Escalate the request to the next level responsible person if the incident is unattended and TAT crossed

If TAT is crossed and no action is taken:
 Case moves to next responsible person.

-Escalate the request to the Admin head if the incident is unattended by last responsible person and TAT crossed  

If last responsible person fails:
Case escalates to Admin Head.


Step 4: Incident dashboard

This shows a summary of incidents in a (bar graph). 

It displays:

• Open Incidents

• Closed Incidents

• Pending Cases

It helps in quick monitoring and tracking of cases.