IncidentAdmin Workflow

The IncidentAdmin workflow provides a comprehensive framework for reporting, tracking, and resolving security events on your property. Its primary purpose is to guide administrators through the complete lifecycle of an incident, from initial dispatch entry and task assignment to final resolution and statistical reporting. This article is intended for OPS-COM administrators and security personnel.

Setup and Configuration

Because this workflow encompasses the entire incident management module, there is no single setup step. Instead, administrators must ensure that all foundational elements—such as categories, flags, and physical locations—are properly established in the system prior to use.

Detailed setup instructions for these prerequisites can be found on the Configuring Incidents Configuring Incidents page. Additionally, administrators must have the appropriate roles and permissions enabled to create, view, edit, and report on incidents.

Using this Feature

The incident workflow generally follows three main phases: initiation, investigation and tracking, and reporting.

Initiating an Incident

Security events are typically brought to the administration's attention through direct observation by patrol staff, phone calls from individuals, administrative requests, or surveillance camera footage.

Entering these events into the system is handled through two primary modules, which can be utilized in any order depending on your organization's procedures:

• Access the Dispatch Logs page to quickly record incoming calls, alerts, and initial reports.

• Access the Incident Entry page to formally create and document a comprehensive case file.

While dispatch logs and incident entries can be generated independently, dispatch logs can be directly linked and assigned to an incident report. This preserves the initial call data and integrates it seamlessly into the final investigative file.

Tracking and Managing Investigations

Once an event is recorded in the system, security administrators can track the progress of the investigation and manage follow-up activities. The core workflow highlights during this phase include:

• Searching, viewing, and editing active incident records as new details emerge.

• Creating and assigning actionable tasks directly to field officers, primary investigators, case workers, and administrative staff.

• Reviewing personal responsibilities by checking the My Tasks dashboard.

• Recording specific procedural steps taken and documenting the final outcomes for all individuals involved.

• Linking related occurrences and parking or moving violations to the main incident to build a complete case history.

Generating Reports

The final phase of the workflow involves analyzing the collected data. IncidentAdmin provides a suite of reporting tools to help administrators review records and operational efficiency:

• Recent Incidents Summary Report: Lists all incident records logged within the last 30 days.

• Search Repeat Offenders: Generates a report on specific individuals involved in multiple incidents over a period of time.

• Weekly Stat Report: Calculates the total number of various incident types that occurred during a specified time span.

• Calls for Service: Summarizes service call metrics and dispatch responses.

• Summary Search: Retrieves a summary of all incidents recorded within a specified time frame.

• Summary Report: Produces a downloadable, spreadsheet-formatted list of incident summaries based on a defined date range.

• Report by Category: Filters and displays incidents under defined category classifications within a specific time frame.

• Sub Location Report: Filters and displays incidents based on specific physical zones or sub-locations on your property.

Best Practices and Considerations

• Standardize your reporting procedures: Organizations should develop a clear business rule outlining exactly when a situation warrants a simple dispatch log versus a full incident report. This ensures consistency in how daily activities are triaged and escalated.

• Utilize task assignments: Always use the built-in task assignment features for follow-ups. Assigning specific tasks to investigators or case workers ensures that the investigation maintains momentum and creates an auditable trail of accountability.