Incidents

Incidents are non-chargeable events which need to be recorded, for example a window left open or minor damage to be reported.

Creating an incident

You can create an incident by

  • clicking the Incidents icon on the main Smart toolbar or
  • going to \Operations \ Incidents or
  • clicking the Incidents button in the Job Details window (Location Details tab)

Incidents may be created automatically when a job has an Internal Note and the configuration setting Log Internal Notes as Incidents has been checked. The Internal Note will be used as the Incident Report.

Printing or emailing incidents

To print or email a single incident, go to the list of incidents as above, and click the Print button.

To print or email multiple incidents, got to \Operations \Print \ Service Log.

Automatically emailing or faxing incidents

Emailing and faxing of incidents can be made automatic. The SMART email processor must be installed (contact SMART support for details).

  • Go the Customer Details or Location Details window and find the Notifications section (usually the last or second-last tab).
  • Create a notification and specify 'Incident' instead of 'Service Type'.
  • When you create an incident for this customer or location, a Notify checkbox will appear at lower right of the Incident Details window. If this checkbox is greyed out, check with your SMART administrator to get access.
  • Tick this box, and the incident will be sent to the correct address within a few minutes.
  • To confirm that the incident has been sent, click the Change Log button in the Incident Details window.
  • Incidents which qualify for automatic sending but have not yet been submitted for sending have a red dot next to them in the list of incidents.

Linking a document or picture

A document or picture may be linked to an Incident.

  • In the Incident Details, either enter the name of the document, press the lookup [...] button to search for the document, or drag the document from Windows Explorer.
  • To view the document, press the View button. If the document doesn't appear, check that
    • File associations have been set up correctly on this PC, and
    • The document can be accessed from this PC and has the same path as shown in the window (different PCs may use different paths to access the same document).

Please note that this document or picture is not automatically included when printing or emailing an incident so must be printed or emailed separately.

© Skorpion Pty Ltd 2011