Incidents
Report what happened, follow it up, and keep the record.
Incidents is a module. If it isn't in your sidebar, a Venue Manager can turn on Incident reporting in Settings › Modules.
Anyone at the venue can report an incident. Venue Managers and Assistant Venue Managers see every report and follow them up. Everyone else, Duty Managers and Supervisors included, sees only the reports they filed.
Report an incident
Open the report form from any of these:
- Incidents in the sidebar, then New incident report.
- Create › Incident report on the Dashboard or My shift.
- The search palette (⌘K or Ctrl K), then Report an incident.
The Report an incident panel opens over the page. On a phone it's a full-height sheet. Date and Time start at now, in the venue's time.
| Field | Required | What to put |
|---|---|---|
| What happened | Yes | The account, in your own words. |
| Venue | Yes | Only shown if you work at more than one venue. |
| Date and Time | Yes | When it happened. It can't be in the future. |
| Manager on duty | Yes | Pick from Shift leads or Team, or type a name that isn't listed and choose Use with that name. |
| Patrons | Optional | Who was involved. |
| Staff involved | Optional | Pick one or more people, or type names. |
| Witnesses | Optional | Pick one or more people, or type names. |
| What did you do at the time? | Yes | What you did in the moment. |
| Follow-up required? | Yes | Yes or No. Yes adds Follow-up details, which is then required. |
| Emergency services called? | Yes | Yes or No. |
| Logged in the onsite incident book? | Yes | Yes or No. |
| Photos or files | Optional | See below. |
The three Yes or No questions have no default, so you have to answer each one. Press Submit report, or ⌘ Enter (Ctrl Enter). Anything you missed is marked, with "Choose Yes or No." or "Choose the manager on duty." under it.
If you close the panel before submitting, what you typed comes back the next time you open it in the same browser tab. Photos aren't kept, so add them again.
Add photos or files
Press Add photos or files. You can attach up to 5 files: JPG, PNG, WebP, HEIC or PDF, up to 4 MB in total. Photos are made smaller on your phone as you add them. A file that doesn't fit is named under the button and left off, and the rest stay.
Report with no signal
If you press Submit report with no connection, the report is kept on your device. The footer says Will send when back online and Cancel becomes Close. You can close the panel and carry on.
The report sends itself when the connection comes back, from whatever screen you're on. While it waits, a line says "Your incident report is waiting to send." If it's refused when it arrives, you get Incident report not submitted with the reason, and Open it brings back what you wrote.
After you submit
You see Incident report submitted with the report's title. HospoTek writes the title, a short line about what happened, so a manager knows what the report is about before opening it. If the Assistant switch is off in Settings, the title is the first sentence of What happened.
Venue Managers and Assistant Venue Managers get a notification, and the report is emailed to the address in Settings › Notifications under New incident reports go to.
You're taken to the new report.
The manager notification is not configured
If a report is refused with this message, the venue has no address for incident reports. A Venue Manager sets it in Settings › Notifications. What you typed stays in the form.
Find a report
Venue Managers and Assistant Venue Managers only.
Incidents lists the venue's reports, newest first, 50 at a time. Press Load more for the next 50.
- Search incidents looks in the title, what happened and the reference.
- Reporting staff narrows the list to one person's reports.
- Filters holds From, To, Follow-up required and Emergency services called. On a phone, Reporting staff is in there too, and Clear all clears the lot.
- The status chips show All, Submitted, Under review, Needs follow-up and Closed, each with a count.
- Clear removes every filter.
A report where emergency services were called says so under its title.
Follow up a report
Venue Managers and Assistant Venue Managers only.
Tap or click a report in the list to open it in a panel on the right. The panel shows the report's facts and a Next action line, such as "Read the report and move it to Under review." Press Open report for the full page, with the photos and files.
Under Manager follow-up, on the panel or the full page:
- Set the Status: Submitted, Under review, Needs follow-up or Closed.
- Add Notes and What happens next. Staff never see these.
- Press Save.
When the status changes, the person who reported it is told. If another manager saved the report after you opened it, your save is refused so you don't overwrite their changes. Refresh and look again.
Rename a report
Venue Managers and Assistant Venue Managers only. On the report's page, click the title, type the new one and press Enter. Escape puts it back. A title can be up to 120 characters.
See who changed what
The Discussion row under a report shows its messages and changes, such as "3 messages · 2 changes". Open it to discuss the report, and to read each change in order: who moved it to which status, who edited the notes, and who renamed it.
Export the log
Venue Managers and Assistant Venue Managers only. Press Export CSV on Incidents. The file holds every report that matches your search and filters, not only the page on screen, with the manager notes and who closed each report.