Incidents

An Incident reference either a Client Service or Location. 

Incidents are further organized by their Type, Reason, and Status. Discovery allows for configuration of your Tenant's Type and Reasons via the administrator settings page, which permits deep customization of the system for each Tenant's business. Incidents give a centralized area for key customer data to sit inside Discovery, and allow for normalized storage of photos, comments, and files.

Features and Usage

An Incident should be opened for any client related activity that may need referenced in the future. This includes errors and omissions by the hauler, new service steps while on-boarding customers, and similar scenarios.

Incidents are also visible in the integrated Client Reporting Portal. Client Users in the portal can engage with Tenant Employees using External Comments.

Field List:

  • Assigned to: The employee who is responsible for this Incident. There is an Assignment History available to see a log of who else has worked on the Incident. 
  • Due on: The date on which the Incident next needs action, or is hopefully resolved. Think of this as a "target completion date".
  • Status: The stage of the Incident. This is updated as the incident progresses from receipt, to internal work, to relying on external subcontractors (Vendors), to completion (Closed).
  • New, Open, Awaiting Execution, Closed, On Hold, Escalated
  • Type: Billing, Feature Request, Question, Initiate Service, Swap Out Roll Off, Terminate Service, External Reporting
  • Reason: Missed Pickup, Other, On-call pick up needed, Broken/Malfunctioning Equipment, New Service Level Request, Missed Can Delivery, Damaged Property, Missed Can Removal, Transferring Service, Excess, Contamination
  • Internal Comments: Commentary log that is only visible to authenticated Employees.
  • External Comments: Commentary log that is visible to **anyone who can see the incident**, including customers and other non-employees via the Client Reporting Portal.
  • Documents: Fully featured file upload mechanism. Helpful for photographs related to the problem, PDF files, etc.