Managing Incident Types

You can configure all the Incident types available to the Dispatcher and Responder users in the Incidents Setting table.

Creating a New Incident Type

1. From the Main screen, select Settings > INCIDENTS, and then select Incidents.

The Incidents Types table opens, with incidents listed in alphabetical order.



2. Click +sign at the upper right corner to add a new Incident Type.



The New Incident Type window opens, in the General tab view.



3. Enter the name of the new incident in the Incident Type field.
4. Click the Icon to open the Search Icon window.

When an incident of this type is active, this icon will appear on the map at the incident location. It will also appear in the incident panel in the Dispatcher Screen and on the Incident window. The icon appears on the mobile responder when the responder is dispatched to an incident.

5. Click on a Priority to associate the incident's priority level from 1-5, where 1 is the highest.
6. Select the permission profiles of Who can create in Reporter to define which mobile users can open a new incident of this type from their mobile application. Read about creating incidents from the mobile reporter.
7. Enter key words into the Tags field.

Tags assist the dispatcher when searching for incident types and are used as filters for incidents layers on the map.



8. SLA (Service Level Agreement): The SLA allows you to add to any incident two counters with alerts.
• Arrival time is how much time you set as a guideline for the first Responder to arrive (on scene). Arrival time can be defined here (in the incident type settings) as a fixed timer for all incidents of this type but it can also be set in real-time by the dispatcher for a specific incident (i.e. a time set in accordance with a customer).
• Completion time is how much time you set as a guideline for the first Responder to complete a task ("Done"). The Completion time is defined as a countdown timer and it is measured from the moment the first Responder reports on-scene (arrival time). This means the period of time is fixed but the trigger for the timer alters according to the actual on-scene report.
• Activate SOS When SLA is Over activates an SOS alert when the SLA completion time is up. Read more about SOS alerts.
9. Click Save and switch to the Forms tab.
10. In the Forms tab you can define what form templates are associated with this incident type. You may designate a name for each template and define which Responder Groups will have access to each form as they fill the form after responding to the incident.

You can associate more than one form template to each incident type.



11. Click the + sign to add a new Form template. Forms can be:

• Added to by clicking:
• Edited by clicking:
• Deleted by clicking:
• Viewed by clicking:
• Saved by clicking:

The Forms tab includes the following columns:

• Form Template: Chose the Form template you want to add to the incident type from the list of the available forms.
• Form Title: The title of this form template when a user (dispatcher or mobile user) will open a new incident from this incident type. The Form Title will be based on the field you set as Dynamic Form Title in the chosen form template, or just the form template name in case you didn't set a field as a Dynamic Form Title.For more information on how to set a from field as Dynamic Form Title, see Creating and Editing Form Templates .
• Allowed Groups: What groups can view, edit and duplicate this form template.

Lets look at the incident type to clarify:

We have an incident type named Head Injury.

Two Form Templates are associated to this incident type:

• Form Template named Patrol 1. Since we didn't set any field in the Form Template as Dynamic Form Title we don't have a title for this form (hence Not Defined). Only users who are members in the groups Managers and Patrol can view, edit and duplicate this Form Template.
• Form Template named Injury Details which the field Name in this Form Template was set as Dynamic Form Title. Only users who are members in the group 'Medical can view, edit and duplicate this 'Form Template'.

When a user who is a member of the groups Manager, Patrol and Medical opens a new Head Injury incident, the user sees both forms, and their names will be based on the 'Form Title' as defined above.

The form title in the new incident is composed of the name of the Form Template (for example Injury Details) + name of the Dynamic Form Title field (for example Name), if it was defined:

After a user fills in the Name field in the Injury Details template form, the form title changes to the value of this field, which in our example is David Lo:

The Patrol 1 form title will remain Patrol 1 since no filed in this form template was defined as Dynamic Form Title.

If we have duplicated Template Form, a running number will be added to the Form Title in the new incident:

There is an option to create a new form templates or edit one by clicking on Create/Edit Template. Read about how to Create and edit an Incident Form Template.

12. Click Save and the Dispatch tab becomes accessible.



13. Dispatch parameters
    • One by One - If an incident type is defined as one by one - then the auto dispatch engine will not dispatch to this incident any responders already active in another one-by-one incident.

      If you do not check the One by One checkbox, this incident type is defaulted as a Multitask incident, which means that a responder will be able to receive this Incident whilst responding to prior Incidents.

    • Prioritize users with lowest incident load - auto-dispatch engine will prioritize incident load over ETA. This dispatch policy is relevant for organizations that prefer sharing the incident load evenly rather than always dispatching the closest person.
    • Calculate location of last anticipated destination - auto-dispatch engine will Calculate ETA of candidate responders not based on their current location but rather their expected location/destination after concluding all assigned incidents.
    • Avoid dispatching users to other incidents while they are active in this incident - when auto-dispatch engine will search for relevant responders for OTHER incidents, it will ignore responders already active in this incident type.
    • Complete the Dispatch Requirements preferred for this incident, click Save.

Editing or Deleting Incident Types

1. To edit incident types, stand on the incident type and choose Edit.

The Incident Type window opens, and is editable.

2. To delete an incident type, stand on the incident and choose Delete.

A Warning window opens.

3. Click Delete again to remove the incident from the list.