01
Create an incident
Describe what happened, select the location and add images directly from your phone.
Incident management
Incidents for residential communities.
Residents, administrators, employees and providers share one process to report, assign, resolve and document every incident.
A complete cycle
From report to resolution.
Every incident keeps its context from the first report. The community knows what is happening, who should act and which evidence confirms the result.
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01
Report
A resident or employee describes the problem, indicates its location and can attach photos or video.
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02
Prioritise
The person in charge reviews the incident, sets its priority and decides how it should be handled.
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03
Assign
The work reaches the right employee, internal manager or provider with all the previous information.
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04
Resolve
Status changes, comments and evidence document the work through to closure.
Administrator panel
Every incident, organised and visible.
The panel centralises activity across one or several communities so management, the board or authorised staff can prioritise and coordinate the response.
- Status, urgency, category and location
- Assignment to employees, managers and providers
- Comments, attachments and chronological progress
- Public or private visibility as required
- Filters and history to oversee pending work
Onzane app
Residents report the issue and follow the solution.
The app reduces calls and scattered messages. Each person can report the problem with context and later review the information the community chooses to share.
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Review the list
View open or resolved incidents according to the permissions set by the community.
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View the details
Review the status, priority, description, author and evidence for each incident.
04
Review the history
See status changes, owners, actions and comments in chronological order.
Onzane Staff and Provider panel
The incident reaches the person who can resolve it.
In-house staff work through Onzane Staff and providers through their panel. Both receive the necessary context and record execution without creating parallel conversations.
- Notification when an incident is assigned
- Location, priority and history at a glance
- Status updates from the place of work
- Notes, photos and video of the solution
- Traceability shared with management
The same information, different responsibilities
Each profile sees and does what it needs.
Permissions adapt the process without losing a shared view of the incident.
Report and review
They can create, comment on, escalate or resolve an incident when the community enables those actions.
Prioritise and coordinate
They control status, visibility and owners while keeping the overall view of pending work.
Act on site
They receive assignments and document work from their phone without waiting to return to an office.
Deliver with context
They access assigned work and add updates and evidence within the same workflow.
How it works
Report an incident from the app.
This walkthrough shows how a resident records the issue and provides the initial information the community needs to start managing it.
Frequently asked questions
Incident management for communities.
Answers about status, permissions, assignments, privacy and incident follow-up.
01Who can report an incident?
Residents can create one in the Onzane app, while authorised staff can do so through Onzane Staff or the panel. The community decides which profiles can perform each action.
02Which statuses can an incident have?
The workflow distinguishes pending, in progress, managed, resolved, escalated and cancelled incidents. Not every incident must pass through every status.
03Can photos, videos or documents be attached?
Yes. The person reporting the incident can add evidence from their phone, and those managing it can include more information as it progresses.
04Are incidents visible to every resident?
Not necessarily. The community can show general incidents, only those linked to a property or only those created by each person. Private incidents can also be used for internal management.
05Can a maintenance employee manage an incident?
Yes. An employee with permission can receive the assignment in Onzane Staff, review the information, update its status and attach evidence on site.
06Can incidents be assigned to external providers?
Yes. Management can assign the incident to the right provider so it can review the work, share progress and document execution in the Provider panel.
Fewer messages, more traceability
Make every incident visible until it is resolved.
We help you configure statuses, permissions and owners around the way your community works.