Working Inside an Incident
The incident detail page (/incidents/{id}) is your main workspace. It is split into a left content column (timeline, notes) and a right sidebar (metadata, actions).
Incident Header & Metadata
The header shows the incident title, status badge, severity badge, and the created at timestamp.
The sidebar shows:
- Current Status (colour-coded)
- Assigned Team
- Category / Type
- Reported by
- Assigned to (optional individual assignee)
- Location and Location details
- Persons & Groups linked to the incident
Status & Severity
Click Status & Severity (or the status badge) in the sidebar to open the dialog.
Available statuses are configured per organisation (e.g., Open, In Progress, On Hold, Resolved, Closed). Select the appropriate status and optionally adjust the severity, then save.
Note: Closing an incident requires a Category / Type to be set first.
Team Assignment & Acceptance
Assigning a team
Open the Team dialog from the incident sidebar. Select any team from the project and save. The incident will appear in that team's queue on the overview page.
Acceptance workflow
When an incident is assigned to a team that did not create it, the receiving team must explicitly accept it before they can add notes.
| Who sees what | Banner |
|---|---|
| Assigning team | Orange "Waiting for acceptance by [Team]" banner |
| Assigned team | Red pulsing "ACCEPTANCE REQUIRED" banner |
Members of the assigned team see an Accept Incident button inside the incident. Clicking it records the acceptance timestamp and removes both banners.
Persons & Groups
Use the Assignments dialog to link persons and/or groups from the project resource list to this incident.
- Persons — individual contacts (team members, external contacts) with an optional callsign.
- Groups — pre-defined collections of persons, also with an optional callsign.
Linked persons and groups appear as badges on the incident card in the overview and can be selected as recipients for Pushover notifications.
Notes & Timeline
The timeline is the live chronological log of everything that happens to this incident.
Adding a note
Type your message in the Add note text area at the bottom of the page. The editor supports:
- Rich text formatting (bold, italic, lists)
- Paste of plain text
- Text shortcuts — type a configured shortcut key and press Space or Tab to expand it (see Keyboard & Text Shortcuts)
Press Add Note or use ⌘ Enter / Ctrl Enter to submit.
Editing a note
Hover over any note you authored and click the pencil icon to open the edit dialog. You can update the message text and optionally correct the note's timestamp.
Deleting a note
Hover over any note you authored and click the trash icon, then confirm. System-generated entries (status changes, team assignments, etc.) cannot be deleted.
Note types
| Type | Description |
|---|---|
note | Manual note added by a user |
status_change | Automatic entry when status is changed |
team_assigned | Automatic entry when a team is assigned |
team_accepted | Automatic entry when the team accepts |
resolved | Automatic entry on resolution |
cancelled | Automatic entry on cancellation |
Privacy (Private Incidents)
Toggle the Private switch (lock icon) in the incident header to restrict visibility.
- Private incidents are only visible to members of the team assigned to the incident.
- The notes area is hidden for non-team members; adding notes is also restricted to team members.
- A Private badge is shown on the incident card in the overview.
Pushover Notifications
Send instant push notifications to persons and/or groups via Pushover (requires Pushover to be configured in personal settings).
- Open Send Pushover from the actions menu.
- Select recipient Persons and/or Groups — from the linked contacts or any contact in the project.
- Edit the Title and Message (pre-filled with incident info and URL).
- Set the Priority (Normal, High, Emergency).
- Send.
Persons must have Pushover configured in their profile to receive notifications. The counter next to "Send to all" shows how many project contacts have Pushover set up.
Documents
Attach files (photos, PDFs, reports, etc.) to an incident for quick reference.
- Click Documents in the actions area.
- Select a file from your device.
- Optionally mark the document as Private (visible to team members only).
- Upload.
All uploaded documents appear in the documents list with filename, size, uploader, and timestamp. Each document can be downloaded or deleted (by authorised users).
Resolving or Cancelling an Incident
Resolving
Click Resolve in the actions menu. A dialog appears:
- Select the final Category / Type (required).
- Add optional Resolution notes.
- Confirm.
The incident status moves to Resolved and the resolved timestamp is recorded. Resolution notes and category are stored permanently.
Cancelling
Click Cancel Incident in the actions menu and confirm. The incident is marked as Cancelled. Use this for incidents that were logged by mistake or are no longer relevant.
Editing Core Fields
Click Edit (pencil icon in the header or from the actions menu) to open the full edit form (/incidents/{id}/edit).
Editable fields: title, description, category / type, severity, status, location, location details, and the created at timestamp.
Adjusting the created-at timestamp is useful when logging an incident after the fact — it keeps the timeline accurate.
Exporting a Single Incident
Use Export in the actions area to download a PDF report for this incident. The export includes all metadata, the full timeline, and resolution notes.
Requires the Export Incidents permission.