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Resolve an Incident

STOP: Is the Incident module active for your organization?

 

Who can resolve an Incident?

  • The Assigner

  • The Responsible Person

  • Anyone with the "Assign" permission for Incidents in this Location

  • If the Incident is nested under a Project, the Project's Facilitators, Leaders, and/or Sponsors. If the Incident is nested under a Chart, the Chart's Authors.

 
The following people can add information to the Resolution, but can't finalize the submission unless they have the appropriate permissions:

 

How do I resolve an Incident?

Open the Incident you want to resolve, then:

  • Click the status indicator.

  • In the resulting drop-down menu, click 2017-10-08_1554.png.


Status_indicator_-_resolve.jpg

 

What you see on the resulting window is determined by your organization's settings. You may be prompted to fill out the following information.

 

Fields and Attributes

Various optional and required fields and Attributes may be shown on the Resolution screen. Fill them out as necessary.

If you want to work with the Incident’s other fields and Attributes, click “Details” near the bottom of the Resolution screen.

 

The “Change” question

By default, this question reads “Did this result in a change?” with “Yes” and “No” listed as its options, but that text and the available options may have been customized by your organization.

Click the circle next to the correct response to indicate whether or not the Incident was implemented.

 

Impact Types and “No Change” reasons

If you indicated that this Incident was not implemented, a list of “No Change” reasons will be added. Check the box next to the reason(s) you want to list in the Resolution.

If you indicated that this Incident was implemented, a list of Impact Types will be added. Check the box next to the impact(s) you want to list in the Resolution. Depending on the type of impact and on your organization’s settings, you will be prompted to enter certain information.

 

Qualitative Impact Types
These Impact Types are usually called “Safety,” “Satisfaction,” and “Quality,” but your organization may have customized those names. You will be asked some combination of the following:

  • “How would you classify this?”

    Pick either “Minor,” “Moderate,” or “Significant” by clicking the circle next to its name.

  • Attributes

    Some Attributes Types may have been added to this Impact Type. Choose the correct Attribute for each field as necessary.

  • Notes

    You may have the option of entering additional information in a “Notes” field.

  • Impact Location

    If your organization has the Advanced ROI module enabled, you may have the option of specifying in which Location(s) this Impact will be seen by entering the relevant Location(s) in the “Impact Location” field.

  • Log Occurrences

    Click 2018-05-11_1517.png to reveal additional fields which you can use to provide more information, including:

    • “How often do you believe this has happened in the past?”

      Check the box next to “Unknown” if you don’t know how many times this has happened. Otherwise, fill in the number of times it has happened and with what frequency.

    • “How often do you believe this could happen in the future?”

      Check the box next to “Unknown” if you don’t know how many times this might happen in the future. Otherwise, fill in the number of times it could happen and with what frequency.

    • “Has this decreased the change of this happening again?”

      Choose either “Yes,” “No,” or “Unknown.”

Quantitative Impact Types
These Impact Types are usually called “Cost Savings,” “Revenue Generation,” and “Time Savings” but your organization may have customized those names.

Click 2018-05-11_1522.png to add additional information. In the resulting window:

  • Enter the name of this impact in the “Summary” field.

  • If you’re logging Time Savings, enter the type of person whose time was saved in the “Person” field and how many people of that type were affected in the “How many?” field.

  • Choose between:

    • One-Time: Select this option if this impact occurred once. You’ll be prompted to enter the amount in the “Amount” field.

    • Recurring: Select this option if this impact will repeat. You’ll be prompted to enter the amount in the “Amount” field and specify how often it will recur.

    • Range: If the Advanced ROI module is enabled for your organization, you can select “Range” if the impact will recur over a set time period. You’ll be prompted to enter the amount in the “Amount” field and specify a start and end date.

    • Custom: If the Advanced ROI module is enabled for your organization, you can select “Custom” if the impact will occur irregularly over a set time period.

      Clicking this option will open a “Custom Schedule” page in which you can specify the impact dealt each month. Click 2018-05-11_1530.png to add an additional year to the schedule. Click 2018-05-11_1531.png when you’re finished.

    • Unknown Amount: Select this option if you’re not sure of the impact.

  • Explain how you calculated the impact in the “How did you base the above calculation” field.

  • Impact Location

    If your organization has the Advanced ROI module enabled, you may have the option of specifying in which Location(s) this Impact will be seen by entering the relevant Location(s) in the “Impact Location” field.

  • Click 2018-05-11_1534.png.

 

Review in the future

You may be asked to decide when and if this item should be reviewed by specifying “Yes” or “No” next to “Review in the future?” If you click “Yes,” you’ll be prompted to enter the date on which this item will be marked for review.

 

Investment

If the Advanced ROI module is enabled for your organization, an “Investment” section may be included on this Resolutions screen. Click the “Investment” header to open a list of all the Investments that are available for this template.

Check those that are relevant and log the details as described above.

 

Submit the Resolution

When you’re finished with the Resolution:

  • If the Assigner's approval is required, click 2018-04-18_1627.png.

  • Otherwise, click 2018-04-18_1627_001.png.

 

Have more questions? Submit a request