Incident Management

Where to start

Overview

In one minute

Incident Management makes every place in your buildings somewhere a problem can be reported. Someone scans the QR code on the wall and says what is wrong. Your team gets it straight away, with a priority and a deadline taken from what the problem is about. The team gives it to someone, plans it and marks it done, and someone who reported it with their BmyGuest account can follow along.

The add-on is a handful of screens:

Assets, the things inside your areas such as a coffee machine or a projector, have a guide of their own: Asset Management. The setup both share is described here.

Words used in this guide

Who does what

Everyone keeps their usual BmyGuest role. On top of that, the Team page gives people a role in the incident module, per location.

Company administrator

• Switches the add-on on for a location and chooses its incident administrators.
• Gets the Incident Management workspace in the menu, for the company's locations that have the add-on.
• Gives people their roles on the Team page, and invites people from outside. Only a company administrator can.
• Changes the module settings.

Incident administrators and the Admin role

Incident administrators are chosen on the add-on's own page, and the Team page lists them as Admin. They are hosts who run the module at a location without being administrators of the company: they manage every incident there, and can open the setup guide and change the module settings. They cannot give people roles.

The Admin role can also be given on the Team page itself. On its own, it tells someone about every new incident at the location and lets them set up its areas and categories, but the incident list is for administrators of the company, receptionists, incident administrators, managers and office managers. So put a host who should run the module on the incident administrators list.

Receptionist

• Gets the Incident Management workspace at the locations where they are a receptionist, with the administrator's menu, so they can register and follow up incidents.
• Cannot open Module settings: the menu has Activity log in its place. The Team and Suppliers pages are for administrators of the company only.
• Is not told about new incidents unless they also hold a role on the Team page.

Manager and office manager

These two roles are offered only when Teams and scoped access is switched on in Module settings.

• A Manager sees the incidents their filter groups cover, and plans the work.
• An Office manager sees everything at the location and can report and comment, but changes nothing.

Executor

• Does the work. Can be given incidents, and has a lane on the Scheduler.
• Finds their work on My work, and with the Scheduler on, their plan on My week.
• Adds photos, ticks off the checklist, writes comments, logs time and marks their incidents done.

External (contractors)

• Someone from outside the company, invited by e-mail with a sign-in link.
• Sees only the work they are given, and lands on My work when they sign in.
• Never sees private comments.

Reporter, and everyone else

Everyone can report a problem, with or without a role and with or without an account. Reporter is the role for people who should do nothing else: they report problems and follow their own reports on My reports.

How to get there

• Administrators of the company and receptionists: the Incident Management workspace in the menu opens Incidents. The incident pages have their own menu: Work (Incidents, Scheduler), Your site (Areas, Assets, Categories), People (Team, Suppliers; administrators of the company only) and Module settings, or Activity log for receptionists. Assets, Scheduler and Suppliers appear only when they are switched on.
• Incident administrators: the workspace opens Incidents too, with the same menu but without People. Managers and office managers also start on Incidents, with a shorter menu.
• Executors and external people: the workspace opens My work, and the incident menu has My work and, with the Scheduler on, My week. External people also land on My work when they sign in. The buttons in the incident e-mails, such as Open the incident and Open my work, lead there too.
• Reporters: the workspace opens My reports, and the incident menu has My reports and Report a problem.
• Someone whose only role on the Team page is Admin: the workspace opens Areas.
• My incident notifications is in the profile menu on the incident pages.
• The Incident Management workspace is worked out when you sign in. After the add-on has been switched on, or after you have been given a role, sign out and in again to see it.

Setup

Turning it on

Incident Management is switched on per location, not per company. An administrator of the company does this.

1. In the Reception menu, open Company settings → Locations, open the location, and go to its Add-ons section.
2. Find the incident add-on in the list (the search box above the list finds it when you type incident) and press Set up, or Configure if it is already on. An add-on that is not part of your subscription shows Contact sales instead.
3. On the add-on's page, Incidents, choose any incident administrators (below), then press Save and switch on.
4. Repeat for every location that should take reports.

Once the add-on is on, its page has an Incident module card with Start the setup guide (while nothing is set up yet), Open module settings and, while Assets is switched on, Open templates for the asset templates. Everything else is set on the module's own pages.

The setup guide

A built-in guide takes a new location from nothing to its first test report in seven short steps.

Each step explains one idea in a few sentences and lets you make the first of it right there. Everything can be changed later on the full pages.

The guide opens by itself when someone who may set up the module (an administrator of the company or an incident administrator) opens Incidents at a location where nothing is set up yet: no areas, no categories of its own and never an incident. I'll set it up myself on the first step, Skip for now and Finish and go to Incidents stop that for that location in this browser.

To come back to it later, press Open next to Setup guide under More on Module settings, or Open the setup guide on the checklist at the top of the incident list.

Areas

An area is a place where problems are reported: a building, a floor, a room, a car park. Areas sit inside each other, so a location usually has its buildings at the top, their floors inside them and the rooms inside those. Open Areas in the incident menu.

Building the tree

1. Press New area, give it a Name and press Create area, or Create and add another for the next one.
2. To put an area inside another, choose Add sub-area in the other area's actions menu.

The actions menu on each area has Open area, Add sub-area, Rename, Copy, Move and Delete. Expand all and Collapse all open and close the whole tree. Area map shows the whole tree as a map you can drag, zoom and search. Click an area to open it. On an area's own page the map opens on that area, marked Here.

• Move puts an area somewhere else in the tree. Everything in it moves along: its sub-areas, assets, categories and incidents.
• Copy makes a new area with the same sub-areas, up to 50 copies at once. Under Include, choose whether the Categories (with their SLA and priority) and the Assets come along.

An area's page

Open area shows everything about one area:

• Categories: what people can choose when they report a problem here.
• Its sub-areas and, with Assets switched on, its assets (see Asset Management).
• With the Meeting rooms add-on, its Meeting rooms: the Microsoft 365 meeting room the area is, or the room it sits in, and the sub-areas below it that are rooms of their own. Rooms are linked to areas under Link rooms to areas in Module settings.
• With Suppliers switched on, its Suppliers: the suppliers whose contract covers the area, because their scope names the area, an area it sits in, or no area at all. Preferred suppliers come first, and each shows any limits, such as categories. A supplier's scope is changed under Scope and priority on the supplier's page (see Suppliers).
• With the Scheduler switched on, its Address, for travel planning (see Addresses and travel time).
• Its QR code.
• Its incidents, counted for the area and everything below it: Active, Overdue, Within the deadline, Average age and the Newest incidents.

What can be reported in an area

An area offers only the categories ticked on it.

1. On the area's page, press Choose categories.
2. Tick a category to offer it, untick it to take it off. Sub-categories are listed under their category, and each is ticked on its own.
3. Under Also change, tick the sub-areas that should get the same change.
4. Press Save. Incidents already reported under a category you take off keep it.

SLA and priority on a category's row gives the category its own SLA and priority in this area. Leave a field empty to use the category's own value.

You can also work the other way round: on the Categories page, Areas on a category's card ticks that category on many areas at once.

Area QR codes

Every area gets its own QR code the moment it is saved. You never type or choose a code. Scanning it opens the report form at that area.

1. Open the area and press QR code.
2. Download QR code saves it as a PNG image to print. The copy button next to it (Copy link) copies the address in the code, for an e-mail or an intranet page.
3. Print it and put it up where people will see it: by the door of a room, in a corridor, next to the coffee machine.

A code on a building or a floor works too: the form then asks which area inside it the problem is in, and the reporter can also report on the building or floor itself.

Assets have QR codes of their own, which open the form at the asset. Pre-printed QR stickers are linked to an area or an asset with Scan a QR code on the area's page. Both are in the Asset Management guide.

Categories

A category says what a problem is about, such as Plumbing, Cleaning or Doors and locks. It decides what a new incident starts with: its priority, and its SLA, the time allowed to resolve it. Open Categories in the incident menu.

Making a category

1. Press New category.
2. Give it a Name: what reporters and your team see.
3. Choose the Type. It cannot be changed later.
4. Under SLA and priority, set the Default SLA (a number and a Unit: Minutes, Hours or Days) and the Default priority.
5. Press Create category. The panel that chooses where it is offered opens by itself: tick the areas and press Save. Ticking an area ticks the areas inside it.

Under each list, New area category, New asset category or New maintenance category does the same with the type already chosen.

Add sub-category on an area category lets people be more precise, for example Blocked drain under Plumbing. A sub-category starts with its parent's SLA and priority, and can be added straight to the areas that offer the parent.

SLA and priority

A reported problem gets the priority and the SLA of its category, or the area's own priority and SLA where the area sets them for that category. The SLA gives it its deadline, shown as SLA deadline in the details. Without an SLA, an incident gets no due date and never shows on the SLA risk list.

There are four priorities: Urgent, High, Medium and Low. They are the same at every location and cannot be renamed or added to. A reporter who switches on Mark as urgent makes the incident Urgent.

Other

Every location has Other, marked System. It is always there and offered in every area, so people can report something that fits nowhere else. It cannot be renamed or deleted, but its SLA and priority can be changed. Someone who chooses Other must describe the problem.

The figures on a category

Once a category has been used, its card shows how: Open now (open at the moment), and for the last 30 days its Average resolution time against its SLA, its SLA breaches and its number of Incidents (an asset category shows Assets covered instead). A line at the top of the page warns about categories that are offered nowhere, so nobody can choose them, and about categories without an SLA.

Team and roles

The Team page decides who works with incidents at a location, and what each of them may do. Open it in the incident menu, under People. Only administrators of the company can open it. If the company uses the module at several locations, the location menu next to the title switches between them.

1. Press Add a person and pick someone from the company under Person.
2. Under Roles, choose what they do here (see the table below).
3. Press Add to the team. The person's card shows their role from then on.

Edit on a card changes the role later. Remove from the team, in the card's menu, takes away their role at this location. Their user account stays, and so do any filter groups they are in, until you edit them.

Executor on top of another role

Executor on top of Admin, Manager or External also gives a person work and a lane on the Scheduler. This is how you set up the facility manager who runs the module and also fixes things, or a contractor you hand jobs to: tick both. An external person cannot also be an admin.

Inviting someone from outside

1. Press Invite an external person.
2. Under The person, fill in their details. If the e-mail address already has a BmyGuest account, that account is used.
3. Under Executor access, choose No executor access (the default), Executor, any work at this location or one of the executor filter groups. They can be given incidents to do only with executor access, which also lets the Scheduler plan their day. Without it they can still be added to an incident as a stakeholder.
4. Leave Email notifications on to send them incident e-mails as well as the notifications in BmyGuest.
5. Press Send invitation. They get the External role and a sign-in link by e-mail.

Filter groups and skills

With Teams and scoped access switched on, the Team page also has Filter groups. A filter group is a named set of areas, categories and assets, for example Plumbing or Building A, made with New filter group. It decides which work its members see as Manager, or are given as Executor. Several people can share one.

An executor group works as a skill: the Scheduler and Auto-plan only give its members work the group covers, and being in one also makes someone an executor. A group's role is set when it is made, so make a new group for the other role.

Suppliers

With Suppliers switched on in Module settings, administrators of the company get Suppliers in the incident menu. It is a register of the outside firms you work with. Each supplier has its People, its Scope and priority and its Purchase orders, and Invoicing gathers the costs they register, with Export to CSV.

A supplier's people find the work in their firm's scope under Work from client in their menu. A supplier's manager lands there when signing in, and the supplier's executors land on My work.

Module settings

Module settings switches the optional features on and off for one location, and sets its notifications and the Scheduler's calendar options. Open Module settings at the bottom of the incident menu. Administrators of the company and incident administrators can open it, and receptionists cannot. If you look after several locations, choose one under Location.

Incidents, areas, categories, the team and QR codes are always on. The rest is off until the location needs it, and the menu shows only what is on.

Features

The Scheduler card

Shown while the Scheduler is on. Under Travel time, Open next to Addresses opens the address book (see Addresses and travel time). Under Outlook calendar there are three options:

Notifications

More

The More card opens the Setup guide, the Activity log and, for administrators of the company, the Incident administrators list, which is kept on the add-on's own page.

Addresses and travel time

For sites spread over several addresses, the Scheduler and Auto-plan can count the driving time between jobs. With the Scheduler switched on, open Module settings and press Open next to Addresses, under Travel time.

1. Add the places where work happens. Each address is looked up on the map when you save it, and shows On the map, Not on the map yet or Not found.
2. Under Executors' start addresses, give each executor the address where their day starts. Without one, the day starts at the first incident.
3. On each area's page, Set address picks one from the address book, and Also change gives it to the sub-areas you tick. Nothing is passed down: every area has its own, and an area without one is left out when the Scheduler plans travel between jobs.

Reporting

Reporting a problem with a QR code

The form a QR code opens is built for a phone. Nobody needs an account or an app.

1. Scan the QR code with the phone's camera and open the link.
2. Select area: if the scanned area has areas inside it, the form says where you are and lists them. Pick the one the problem is in (an area with more areas inside it opens those), or press Continue to report on the area you are at.
3. What's the issue?: tap what the problem is about. A category with sub-categories opens them. Where the area has assets, they are shown after the categories: tap one, and the form shows what can be reported on it.
4. Describe the problem: write a short description (required for Other), add a Photo taken with the camera or chosen from the phone, and switch on Mark as urgent if it needs attention right away.
5. Press Report. Someone who is not signed in is then asked for an e-mail address (below).
6. Thank you! confirms the report has been sent. Report another starts again at the same area.

If you are signed in to BmyGuest on the phone, the form leaves out the e-mail step: the report is filed under your name, and you see it on My reports straight after.

Already reported

Once a category is chosen, the form looks for open reports of the same thing in the same place (not for Other). If it finds one, Already reported lists it. Press Report anyway if what you see looks different or has got worse. Cancel ends with Nothing reported: no new report was created, and Report something else goes back to What's the issue? for the same area.

That keeps ten reports of the same broken coffee machine down to one, without ever stopping someone with a new problem.

Without an account

1. Your email: We use this to connect the report to you. No password needed. Type the address and press Continue.
2. If the address belongs to someone in the company (a host, a receptionist or an administrator), the report is sent straight away under their name. It shows on their My reports, and they are told about it as if they had reported it signed in.
3. If not, Your details asks for a Name and a Mobile phone number, both required. Press Report.

What happens to the report

The report is on the Incidents list at once, as Unassigned, with the priority of its category, or the area's own (Urgent, if it was marked as urgent) and a deadline from its SLA. The people who oversee the location are told (see Notifications). From there the team takes over: Giving an incident to someone.

Reporting from the menu

Report a problem in the reporter's menu opens the whole form on one page:

1. Where is it?: pick the room or area. Type to search.
2. What is wrong?: if it is about one thing in the room, pick it under Item (optional) first. Then tap what the problem is about.
3. Describe it: a few words, Add photos or Take a photo (JPG, PNG, GIF, BMP or WEBP, up to 10 MB each), and Mark as urgent if it needs attention right away.
4. Press Send report.

An open report of the same thing in the same place is shown before you send, as on the QR form. If you hold equipment borrowed from the location, the form also offers Or report something you are carrying. After sending, Thank you, your report is in appears at the top of My reports.

My reports

My reports lists everything you have reported, under Open (newest first) and Done (most recently done first), with a search box. Each report shows how far it has come, Received, With the team, Planned or Done, with a line such as Waiting to be picked up or the day it is planned for. Updated marks a report where something has happened since you last looked.

Click a report to open its details: Progress, with a line saying what happens next, then Details, the description, any photos and Messages.

• Messages: write to the team handling your report. Their answers show up here.
• Edit report: change where it is, what it is about or how you described it, until somebody on the team picks it up or it is done.
• Withdraw report: for the first five minutes after you report something, and only while nobody on the team has picked it up, you can take it back. It is removed and the team will not work on it. On the list it is in the menu next to Edit.

Daily work

The incident list

Open Incidents in the incident menu. Each open incident is a block, and once it is split into tasks, its tasks are rows under it. Click a block to open the details.

The list shows one location at a time, and opens at the location you last worked at. If you look after several, the location menu next to the title switches between them, and the incident menu follows the location you choose.

Counters

Click a counter to see only those. A red badge on a counter shows how many of them are past their due date.

Search and filters

• Search incidents... finds incidents by their description, number, place, category, executor, status or stakeholders.
• Next to All (every open incident) are the quick filters Done, SLA risk (open incidents past their SLA deadline, or in the last quarter of their SLA) and Deleted.
• Filters narrows the list by priority, category, area, executor and more. Save current view keeps a filter, which then shows as a button in the toolbar.
• The chart button, Deadlines, shows or hides the strip of the coming two weeks: how many incidents are due each day, how many are overdue and how many have no deadline. Click a day to see only the open incidents due that day. Click it again, or the × on the filter it adds, to see them all.

Seeing it as another role

View as in the top bar switches between Admin view, Manager view, Executor view and Reporter view, so you see the module as that role does. Administrators get all four, and managers all but Admin view. The bell beside it holds your notifications.

Registering an incident yourself

For a problem that was phoned in or spotted on a round, press Create incident.

1. Under Location, choose the area. Then choose the Category, or an Asset if the area has assets.
2. Write a Description. It is required.
3. Set what you already know: Priority, Target due date, who it is Assigned to, Stakeholders, and photos under Attachments. An administrator can also choose who it is Reported by: Myself, or someone they report it for.
4. Press Save incident.

The checklist is added afterwards, in the incident's details.

Incident details

Click an incident to open its details in a panel from the right. You change things in place: click a row, make the change, and it is saved. A pen marks what you may change. The category and the status are shown under the title. The Open the incident button in the e-mails opens the same details on a page of its own.

The buttons under the title: Mark done (or Reopen), Restore for a deleted incident, Add photo, Activity log (administrators and receptionists) and, on the right, the bin, Delete incident.

The Asset row, shown when the incident's area has assets, says which asset the incident is on (No asset if none). Click it to choose another. If you move an incident to a place that does not offer its category, you are asked to choose one of that place's categories before the move is saved.

Comments and mentions

Write in Write a comment… and press the send button. Type @ and a name to mention someone: they are told straight away. Everyone involved in the incident sees the comments and hears about new ones, including a reporter who reported it with their account. The reporter's messages from My reports show up here too.

Photos, checklist and time

• Add photo adds a picture, for example of the finished job.
• Checklist: click to add the steps of the job, each with an estimate. Ticking a step adds its estimate to the time spent.
• Workload: Estimated is how long the job should take, and the Scheduler plans with it. Spent is the time used. Click to change either.

Giving an incident to someone

1. Open the incident and click Executor (No executor assigned).
2. Pick the person. The list offers the people who can be given work here, and greys out anyone who cannot, with the reason.
3. The incident becomes Assigned, and the executor is told: You are made responsible for an incident.

The executor is responsible for the incident. Stakeholders adds others who should follow it, such as the manager of a building: they are told when they are added and hear about its messages. To give the work a day as well, plan it on the Scheduler, where dragging an incident onto someone's lane assigns and plans it in one go.

Statuses

The status follows from the incident's executor and scheduled date, so you rarely set it yourself. To set it by hand, click the status under the incident's title in the details.

Marking it done

Press Mark done. If no time spent has been entered, you are asked for it first: an incident cannot be done without it. A reporter who reported it with their account is told it is resolved. Reopen opens a done incident again, and its status is worked out again from its executor and date.

Only the incident's executor or a planner can change its status. Planners are the location's administrators, receptionists and incident administrators, and people with the Admin or Manager role there. Anyone else can still tick off the tasks assigned to them.

Deleting and restoring

Delete incident (the bin under the title) removes an incident registered by mistake. It moves to Deleted on the list, where Restore in its details brings it back. Administrators of the company, receptionists at the location and incident administrators can delete and restore incidents. The person who reported it can withdraw it themselves in the first five minutes, while nobody on the team has picked it up (see My reports).

Tasks

A bigger job can be split into tasks, each with its own executor and day: the electrician first, then the painter. In the details, Task plan holds the tasks, and Split into tasks starts them. On the list, an incident's tasks are rows under its block.

• Every task has a category. A new task on the incident's own place starts with the incident's category. Otherwise you pick one the place offers.
• A task can be placed in another area, or on an asset in its area: click its area or its asset on its row in Task plan, or choose them under Area and Asset in Add task. No asset keeps it on just the area. A new task starts where the incident is, and while it stays there it follows the incident.
• A task goes only to an executor whose filter group covers its category, area and asset. On the Scheduler, the lanes that cannot take it say why.

Opening a task slides it over the incident's details, with the incident dimmed beside it. The back arrow, Esc or a click on the dimmed part takes you back one step, and X closes both. A task opened anywhere, on My work or on the Scheduler, opens with its incident underneath.

When you mark an incident done while it still has open tasks, you are asked Close this incident? and choose Leave them open or Close them too.

My work

My work is the executor's list: the incidents and tasks given to you, and the incidents you are a stakeholder on. External people land here when they sign in, and the e-mails' Open my work button leads here. The counters Assigned, Scheduled, Reschedule! and Done, the search and the quick filters Open, Done and SLA risk work as on the incident list. With the Scheduler on, My week at the top switches to your plan.

Open an item for its details, as on the incident list but without the administrator's buttons: you cannot delete it, and its area, asset and executor are fixed. You can add photos, tick off the checklist, write comments, log your time and mark it done. What you reported yourself is on My reports.

Planning the week

With the Scheduler switched on in Module settings, planners get Scheduler in the incident menu. It shows who does what on which day: one lane per executor, one column per day, and on the left the backlog of work still to plan.

The board

• The arrows move a week at a time, and This week brings you back. With more than one location, the location menu at the top switches between them.
• Details shows every chip on the cards. With it off, a card shows its title, place and time, and only what needs attention.
• A card's time is when the work can be done that day: in the order the day is driven, after the drive to it, and never during one of the person's meetings. A day whose work cannot be done between its meetings is marked like an overbooked day, with Does not fit around the meetings on the day's total.
• View chooses whether the board shows Weekends, Group by incident (the tasks of one incident on the same lane and day in one stack), Stakeholder items (work you are a stakeholder on, greyed out in your own row) and Appointment details (what people's calendar meetings are about, where the location allows it).
• Filters narrows the board and the backlog.

The backlog

The Backlog column has two piles: Unscheduled (no day or no executor yet) and Reschedule! (planned for a day that has passed). Move all to Unscheduled empties the Reschedule! pile, either keeping the executor (Unschedule, keep executor) or removing it (Unschedule, remove executor). Hide the backlog folds the column away.

Planning by hand

Drag a card from the backlog onto an executor's lane and day. The incident gets that executor and that day, and becomes Scheduled. Drag it again to move it.

While you drag, the lanes that cannot take the card fold away, and a line says how many are hidden and why: their filter group does not cover its category, area or asset. Show them brings them back, and over such a lane the card says Cannot assign. A padlock on a card keeps it on its day. The lock is released by itself in the night after the day has passed.

Auto-plan

Auto-plan suggests an executor and a day for the work you include, balancing workload, skills and driving time. Deadlines come first, and an SLA counts as one; of the rest, the most urgent priorities are planned soonest. With Show when people are busy on, it plans around people's Outlook meetings: each job goes, in one piece, into free time between them, and nothing is planned on a day the person is away.

1. Under Incidents to include, choose Unscheduled, Reschedule (past) and Scheduled (future). Include incidents without a time estimate plans those with Minutes to give un-estimated incidents.
2. Under Planning rules, choose Reset executors already assigned (on, everything is shared out afresh; off, an incident keeps its executor and only gets a day), Start planning from, Plan into following weeks, and the Longest working day, work and driving included. The day starts at 08:00, so 7 h 30 m is 08:00 to 15:30, as the line under the slider shows.
3. Under Candidate executors, tick who may be given work.
4. Press Generate suggestions. You get a few plans to choose between, drawn on the board with each card at the time the plan gives it. The summary says how many meetings the plan was fitted around, and warns when someone's calendar could not be read.
5. Accept plan saves the one you choose. Revert puts the board back as it was.

My week

With the Scheduler on, executors get My week: their own plan, on a month calendar. Auto-plan there suggests which day to do each of your jobs, in an efficient driving order. Nothing changes until you accept.

Notifications

The module tells people in three ways: the bell in the top bar of the incident pages, e-mail, and a Microsoft Teams or Slack message where your company uses the BmyGuest bot. There are no push notifications to phones and no SMS.

New incidents and the other oversight notifications go to the people with the Admin, Office manager or Manager role at the location (a Manager only for the work their filter groups cover) and to its incident administrators. An administrator of the company or a receptionist with no role there is not told. Notifications about work go to the people who hold it. Someone who reported a problem with their account hears about their report, and anonymous reporters get nothing. Nobody is told about their own change.

Each e-mail has a button that leads to the incident or to your work, such as Open the incident, Open my work, See your report or Reply in the incident, and a link to change which notifications you get. Messages follow the cooldown: the first message on an incident is sent, further ones are held back and sent together, and if you open the incident first, they are not sent.

My incident notifications

My incident notifications, in the profile menu on the incident pages, lists the notifications for the roles you hold, each with an E-mail and a Teams or Slack switch. Every change is saved the moment you make it. A notification your organisation has switched off for everybody is marked Turned off by your organisation. Under Messages, How often you are told about new messages overrides the location's cooldown, and mentions always come straight away. The bell shows your notifications either way.

Activity log

Activity log lists every change to the location's incidents and tasks, newest first and grouped by day, in the location's time: Time, Incident or task, By, Change and Details. The All users and All incidents menus narrow it, and Clear filters shows everything again. In a row, click the incident's number to show only that incident, or a name to show only that person's changes.

Administrators open it from More on Module settings, and receptionists have it in the menu. Both also find Activity log under an incident's title in its details.

Help

Limits and quirks

• No incident reports or exports. There are counters on the list, figures per category and area, and the activity log, on screen only. Supplier costs, on Invoicing, can be downloaded as a CSV file.
• No public API. Incidents cannot be created or read through the BmyGuest public REST API.
• No push notifications or SMS. The bell, e-mail, and Teams or Slack.
• Anonymous reporters get no receipt and cannot follow their report, unless their e-mail address belongs to someone in the company.
• The report form a QR code opens is in English, whatever language the person uses. So are its thank-you page and the page for a code that is not set up.
• Four fixed priorities. Urgent, High, Medium and Low cannot be renamed or added to.
• A category's type is fixed. To change it, make a new category.
• Categories are not passed down the area tree.
• Nothing assigns itself. New incidents wait for someone to give them to an executor.
• The e-mails' wording is set by BmyGuest and cannot be changed by a company.
• Travel time needs the map service on the server, and every area and executor needs an address.
• Maintenance plans, for planned, recurring work, are on the way.
• The Incident Management workspace needs a role. Someone who reports problems without a role on the Team page finds My reports after reporting signed in, from the buttons in the incident e-mails, or from a saved link.

Troubleshooting

Button and screen names are given in English, as they appear in the screenshots. If you use BmyGuest in another language, the wording differs, but every screen and button is in the same place. The screenshots show a fictional company, Northgate Group.