Incident Management

Report incidents in your Community directly from the app

Report Incidents

Neighbors create incidents that occur in their Community

Incidents are reported easily via the app and are sent to the administrator or community staff (or whoever is designated). The administrator manages these incidents through their control panel.

Allows easy reporting of incidents
Unlimited incidents can be created

Incident List

Neighbors can view the list of reported incidents

It can be configured whether to show all incidents in the Community or only those for the property. It is possible to display only pending incidents or the entire incident history.

Allows showing the incident history
Lets you see the incident situation at a glance

Incident Notifications

Neighbors receive notifications of status changes

When incidents reported by each neighbor change status, they receive notifications on their mobile. The administrator or community staff can manage the incidents. Neighbors can disable these notifications.

Keeps neighbors informed about the situation
Provides transparency in incident management

Incident Comments

Neighbors can comment on incidents

Allows neighbors to comment on aspects of previously reported incidents and add more information. This feature can be enabled or disabled.

Allows neighbors to provide additional information
Generates more transparency in incident management

Incident Progress

Each incident shows its progress over time

Neighbors can see the incident's progress, status changes, and the people who made each action.

Provides information on the incident lifecycle
Completes the incident information

Attached Photos and Videos

Photos and videos can be attached to each incident

Up to 3 photos and one video can be attached to each incident to improve its content and make it easier to locate or resolve. Photos or videos can be taken directly with the mobile while the incident is being reported. The administrator can also attach files during the various incident phases.

Improves incident information
Helps in locating the issue

Anonymous Incidents and Comments

Incidents and comments can be created anonymously

Anonymously means that no neighbor will know who reported the incident or made the comment. This option can be enabled or disabled by the administrator.

Facilitates better incident information
Encourages neighbor participation in resolution

Claim and Resolve Incidents

Neighbors can claim and resolve incidents

It can be defined who can take each action, whether all neighbors or only the one who created the incident. It can also be completely disabled.

Allows neighbors to resolve incidents
Allows claiming incidents that have not progressed

Claimable and resolvable incident in the app

Urgent Incidents

When creating an incident, it can be marked as urgent

This informs the administrator or responsible staff about the high-priority situation. The incident is notified and marked as urgent to give it priority.

Improves response times
Organizes resolution and sets priorities

Reporting a new incident in the Community via the app:

Receive alerts

Staff is notified when incidents are assigned to them

Incidents can be assigned to the Community staff, who will receive a notification on their mobile for each assignment. They can also view a list of assigned incidents on the main app screen.

Improves communication of incidents
Incidents are resolved more quickly
Staff can access information from anywhere

Unresolved assigned incidents in the app

Manage Incidents

Staff can edit incidents from the app

Staff with permission can edit incidents in real-time and from anywhere in the Community using the app.

Allows staff to resolve incidents
Staff can add photos and videos of incident resolution
Allows creating private incidents that neighbors cannot see

Editing an incident in the control panel

Manage incidents

The administrator can fully manage incidents or delegate them to employees or service providers.

Allows changing incident statuses
Can moderate existing comments
Can add progress information for each status
Can attach documents visible in the incident history
Can assign incidents to other users or staff
Can assign incidents to a community service provider

Incident List

The administrator can see all incidents and their status at a glance, including urgent ones.

Generates incident reports
Prioritizes incidents based on urgency
Assigns incidents to employees, users, or providers

Frequently Asked Questions about Incidents

If you have any questions about how incident management works, you can always contact us.

Yes, the administrator (or person in charge of incident management) can change the status of an incident and mark it as 'Cancelled'. They can even delete it entirely.

When an incident is created, it starts in the 'Pending' stage. It then moves to 'In Process', followed by 'Managed', and finally 'Resolved'. It can also be in 'Claimed' or 'Cancelled' status. Not all incidents have to go through all stages.

No, incidents can be created as needed. Attachments can also be added without volume limits. The only limit is the size of the photos and videos (maximum 40 MB).

Yes, there is an Incident Management feature that can be enabled for the Community's maintenance staff. This allows them to manage, change statuses, provide additional information, or resolve incidents using the app.

Yes, incidents can be assigned to service providers from the control panel. Providers are defined by their specialty. When an incident is assigned to a provider, they are notified via email (this can be configured). Providers can use the Onzane incident management system for free to manage all incidents assigned to them from communities using Onzane.