Incident Types and Sub Types

An incident type is the top-level classification an incident. To add a new incident type:

1. On the Add Incident Type pane of the page, in the Add Incident Type field, enter a name for the new incident type.

   This name should define the type of incident at the highest level. The name you enter must be unique. If you enter a incident type that already exists, an error message appears.

2. In the Incident Class field, select an incident class to associate this incident type with.

   An incident class is used to organize sets of similar incidents (for example, hurricane, flood, and earthquake might be incidents types in the natural disasters class). Administrators can assign User Defined Fields to an incident class.

3. Click ADD and then click OK in the confirmation dialog box that opens.

   At the top of the page, additional fields appear allowing you to further define the incident type.

4. Modify the value in any of the following fields:

   • Tab Order – This is a numerical value that specifies the position of the incident type in a drop-down menu, where lower numbers are displayed toward the top. Incident types with the same tab order value are sorted alphabetically.
   • Rename – This field allows you to modify the incident type name. If you rename an incident type, all historical information will reflect the new incident type name.
   • Incident Class – This field defines the group into which the incident is organized.
   • Status – Indicates whether the incident type is currently active in the system. Active incident types are displayed to users; Inactive incident types are not.
   • Request Type – Select a request to automatically generate a work request when an incident of this type is created.
   • Sub Type – Select a subType to further define the type of automatically generated work request.
   • Event Type – Set to Yes to allow this incident type to also be used as an event type.
   • Display Setting – Select a value to indicate which system modules can use this incident type.
   • CDW Enabled? – Select Yes to display the Company Doing Work field for incidents of this type. This value is typically used for vendor-related incidents to indicate what company was working when the incident occurred.
   • Print Format – Select a value to indicate the Print Format associated with the incidents of this type.

5. Click UPDATE.

An incident subType defines a more granular classification of incident below the type. For example, beneath the "Accident" incident type, you could define the "Vehicular" and "On Property" subTypes. A subType can only be added beneath an incident type. To add a new incident subType:

1. In the Incident Type field, select the incident type you want to add the subType to.

   The detail fields for the incident type appear.

2. On the Incident SubTypes pane of the page, in the Add Incident SubType field, enter a name for the new subType.

   This name should further define the type of incident. The name you enter must be unique within the incident type. If you enter a subType that already exists, an error message appears.

3. Click ADD.

   The subType is added to the list of subTypes displayed in the yellow pane.

4. Modify the value in any of the following fields:

   • Status – Indicates whether the subType is currently active in the system. Active subTypes are displayed to users; Inactive subTypes are not.
   • SubType – Allows you to rename the subType.
   • Confidential – Indicates whether the incident is confidential or not. Only users with the appropriate security rights can view confidential incidents.

   • Notify on Update? – Allows a you to set notification rules for an incident subType.

     • No – No notifications are sent.
     • Change in Status – Notifications are sent only when a change in status occurs.
     • All Updates – Notifications are sent only when changes occur to the Incident Status, Description I, Description II, Description III, Root Cause Code, and Root Cause Description.
5. Click UPDATE.

Existing incident types can be edited. To edit an incident type:

1. In the Incident Type field, select a incident type.

   The detail fields appear as well as a list of the defined subTypes.

2. Modify any of the following fields:

   • Tab Order – specifies the position of the incident type in drop-down menus

   • Rename – allows you to modify the incident type name

   • Incident Class – the group into which the incident is organized

   • Status – indicates whether the incident type is active or inactive

   • Request Type – type of work request to automatically generate

   • Sub Type – subType of work request to automatically generate

   • Event Type indicates if this incident type is also an event type.

   • Display Setting – which system modules can use this incident type

   • CDW Enabled? – indicates if the Company Doing Work field is displayed

   • Print Format – the format for printing the incident

3. Click UPDATE.

Existing incident subTypes can be edited. To edit an incident subType:

1. In the Incident Type field, select the incident type that the subType was created beneath.

   The detail fields appear, as well as a list of the defined subTypes.

2. In the Incident SubTypes pane of the page, modify any of the following fields:

   • Status – indicates whether the subType is active or inactive
   • SubType – the name of the subType.
   • Confidential – indicates whether the incident is confidential or not

   • Notify on Update? – allows a you to set notification rules

3. Click UPDATE.

Incident types that have not been used can be deleted from the system. An incident type cannot be deleted if it has any subTypes associated with it, if a user has been granted security rights to it, or if it is has been used to classify an incident.

Incident types that have been used cannot be deleted, but they can be inactivated to prevent users from accessing them.

To delete an incident type:

1. In the Incident Type field, select the incident type you want to delete.

   The detail fields for the incident type appear.

2. If the incident type has any subTypes associated with it, delete all subTypes.

3. Click DELETE.

   A dialog box opens asking you to confirm your choice.

4. Click OK.

Incident subTypes that have not been used can be deleted from the system. An incident subType cannot be deleted if it a user has been granted security rights to it or if it is has been used to classify an incident.

To delete an incident subType:

1. In the Incident Type field, select the incident type that the subType was created beneath.

   The detail fields for the request type appear, as well as a list of the defined subTypes.

2. In the yellow pane, locate the subType you want to delete and click DELETE.

When a user creates a new Incident, the default behavior is that the system automatically selects an incident type and subType based on the default property and other security settings for that particular user. However, administrators can force users to specifically select an incident type and subType, rather than allowing the default values to be used. To do so:

1. Create a new incident type named "Select…".
2. Add a new incident subType to the newly created incident type where the incident subType name contains a single period ( . ).
3. Change the Tab Order value for all Active incident types so that the newly created incident type has the lowest value, and will appear first in the drop-down menu.

After the steps listed above have been completed, if a user attempts to create a new incident and they do not specifically select an incident type, an error message will direct the user to select an incident type before proceeding.