Users

There are three types of System users – Requester User, Investigating Officer/Risk Manager and Administrator, who have work queues.

• Requester User: Users have to register themselves in order to raise incidents. Once logged in the system, users can manage their details, send comments/remarks/requests to the Administrator, report an incident, set SLAs and see the status of the incident, save cases in draft mode and later submit an incident.
• Administrator: Administrators can manage Incidents, Users, Incident screens and Information related to organisation’s office locations. They can add details such as Offender Details and Progress Notes to cases. They can assign cases to investigating officers or risk managers. Administrator can monitor the Incident workflow, view incidents in “Draft”, “Pending”, and “Open” or “Closed” work queues based on the status of the case. Administrators can run various tabular as well graphical reports using “Reportula.net” – a powerful reports generation tool, to analyse the different types of incidents that occur. A quick view on “Dashboard” enables the administrator to get real-time view of crime, risk and incident information across the organisation.
• Investigating Officers/Risk Managers: Officers can investigate the incidents and record their findings. They can monitor the incident workflow. The Investigating Officers can view the reported Incidents in “Draft”, “Pending”, and “Open” or “Closed” Work queues, based on the status of the case.

Process Workflow

Login-Protected

• Users can register themselves to report incidents and raise a case. To report an incident, the user or requester fills in User Details, Incident Details, Property Details and Custom Details. When the user submits an incident, an e-mail is sent to the Administrators, notifying them of the new incident. 
• Administrators can view the incident cases, and assign it to either themselves or other investigating officers. The administrators and investigating officers can add in the Offender Details, Custom Back-office Details and Progress Notes.
• Administrators can also Manage Users, i.e., set up login accounts for administrator users, requester users and investigative officers. The administrators can also Manage Look-ups, i.e., add, edit or delete the items in fields, and Manage Screens, i.e., decide on the elements of a particular screen.
• Administrators can customise the incident reporting system for their company by adding in the company logo and welcome notes in the Home Page. Also, they can run various reports to analyse different the types of incidents that occur. These reports give a view of incident information by incident types, incident locations, users and offenders etc.

Work Queues 

• The Work queues in the incident reporting and management service enable the members of the Security function to set SLAs, and manage and track the information and time for investigating and resolving cases.

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