How do I Pre-Set an Incident To-Do Checklist?

Pre-set checklist items let you standardize how common incidents are handled by automatically adding a checklist when a specific incident reason is selected. This helps ensure consistent follow-up steps and reduces the need to manually build checklists each time an incident is created.

For example, if “Missed Pickup” always requires the same verification and communication steps, you can attach those steps to that reason so they appear automatically on new incidents.

Who Can Use This Feature

  • Administrators can create and manage checklist templates for incident reasons.
  • All users can view and manage checklist items on individual incidents.

How Pre-Set Checklist Items Work

Pre-set to-do checklist items can be attached to Incident Reasons.

When an incident is created and a reason with pre-set checklist items is selected:

  • The checklist items are automatically added to the incident
  • The items appear in the To-Do Checklist of newly created incidents.

This means:

  • Editing a checklist template does not change existing incidents
  • Each incident’s checklist can be edited independently

Incident reasons without checklist templates continue to work as they always have, and users can still add checklist items manually.

How to Set Up a Pre-Set To-Do Checklist

Administrators manage checklist templates from the Incident Reasons settings.

  1. Search for the Incident Reason you want to configure.
  2. Click on Edit.     

  1. On the Incident Reason edit page, under Checklist Item Templates, click on Add Item.

  1. A textbox will appear.  Enter your first checklist item. and then hit enter or click on the checkmark on the right side to save it.

  1. Enter additional to-do items until you have entered your full checklist.

Reorder Checklist Items

Checklist items appear on incidents in the same order shown in the template.

To change the order:

  1. Click and drag items in the list.
  2. Drop them in the desired sequence.
  3. The order is saved automatically.

Edit or Delete Checklist Items

To update an item:

  • Click the item text and edit it.

To remove an item:

  • Use the delete button next to the item.

Deleting an item from the template does not affect incidents that already exist.

What Users See When Creating an Incident

When a user creates a new incident and selects a reason that has pre-set checklist items:

  • The checklist is automatically added
  • Items appear in the normal checklist area
  • There is no visual difference between pre-set and manually added items

Managing Checklist Items on Individual Incidents

Once checklist items are added to an incident (whether automatically or manually), users can manage them normally.

Users can:

  • Add new checklist items
  • Edit existing items
  • Reorder items
  • Remove items

These changes apply only to that specific incident and do not affect the template or other incidents.

Important Notes and Limitations

  • Checklist templates apply only to newly created incidents.
  • Updating templates does not update existing incidents.
  • Checklist behavior and performance are the same as manually created items.

Frequently Asked Questions

Will updating a checklist template update existing incidents?

No. Templates are only used when an incident is created. Existing incidents are not changed.

Can I tell which checklist items were pre-set versus added manually?

No. Once items are added to an incident, all checklist items behave the same and look the same.

What if I don’t want to use the pre-set checklist for a specific incident?

You can edit or remove any checklist items on that incident as needed.

Do I have to use checklist templates for every incident reason?

No. Templates are optional and only apply to the reasons you configure.

If you have additional questions or need more in depth information, please feel free to send us a message using the help beacon in the lower right-hand corner.

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