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Incident Management — User Guide

Incident Management — User Guide

Module: HSE (Health, Safety & Environment)
Audience: HSE staff, managers, administrators
Version: 1.0.0
Last updated: 2026-07-22

Overview

The HSE module provides a structured way to report, track, and resolve workplace incidents — accidents, near-misses, hazards, and similar events. Any authorised staff member can report an incident; the HSE team manages it through a configurable workflow until it is closed.

Four concepts drive the module:

  • Incidents — what happened, where, when, who reported it, who is assigned
  • Services (incident types) — categories such as Accident, Hazard, Near-Miss
  • Statuses — workflow stages from submission to closure
  • Predefined replies — saved message templates for common responses

Prerequisites

Test / role accounts (from QA guide)

Role Typical permissions
Administrator Full admin — all HSE permissions + Settings
HSE Staff HSE → View, Create, Edit
View-only staff HSE → View only
Restricted staff No HSE permissions

Pre-use checklist

  • HSE module is activated (sidebar shows HSE with hard-hat icon)
  • At least one Service and Status exist (defaults are seeded on install)
  • Staff accounts have appropriate HSE permissions assigned

Accessing the HSE module

  1. Log in as a user with HSE access.
  2. Open HSE in the left sidebar.
  3. Child links appear for Incidents and Knowledge Base (and Settings for administrators).

Expected: Users without HSE permission see access denied if they open admin/hse directly.

HSE dashboard

Navigate to HSE → Incidents.

Expected:

  • Three summary counts: Total, Open, and Closed incidents
  • Incidents table below the summary
  • Clicking a summary count filters the table (Open / Closed / Total)
  • Filter icon reveals Status and Incident Type dropdowns

Reporting an incident

  1. Click + Add Incident (requires Create permission).
  2. Complete the form:
    • Subject (required)
    • Service / incident type (required)
    • Priority (Low, Medium, High, Critical)
    • Location
    • Description
    • Assigned to (optional)
  3. Click Save.

Expected:

  • Success message and return to the dashboard
  • New row in the incidents table
  • Status defaults to Submitted
  • Reporter is set automatically to the logged-in user

Validation: Leave Subject blank and save — the form should not submit.

View-only users: The Add button is hidden; direct navigation to the create URL is denied.

Editing an incident

  1. Open an incident from the dashboard table.
  2. Update fields (e.g. Notes, Assigned to, Location).
  3. Save.

Expected: Success message; Date updated refreshes. View-only users cannot save changes.

Changing incident status

  1. Open an incident (Edit permission required).
  2. Change Status in the sidebar panel.
  3. Click Save.

Expected: New status appears on the record and in the dashboard table after save.

Closing an incident: Set status to Closed by HSE (or your organisation’s closed status). The Closed summary count increases; the incident moves out of Open.

Deleting an incident

  1. On the dashboard, use the row Delete action (administrators or users with Delete permission).
  2. Confirm the deletion.

Expected: Incident removed from the table and counts. Users without Delete permission do not see the action.

Using predefined replies

  1. Open an existing incident.
  2. In the Predefined Replies section, select a template (e.g. Incident Submission Acknowledgment).
  3. Review the preview text.
  4. Copy or adapt the text into Notes as needed.
  5. Save the incident.

Expected: Template text matches the configured reply. You may edit the text before saving.

Filtering incidents

Action Expected result
Filter by status Table shows only matching status
Filter by incident type Table shows only matching service/type
Click Open summary Table shows open incidents; dropdown filters reset

Administrator settings

Navigate to HSE → Settings (administrators only). Three tabs:

Services (incident types)

  • Add types (e.g. Equipment Damage)
  • Cannot delete a type assigned to existing incidents

Statuses

  • Add workflow stages (name + colour)
  • Cannot delete the default status (Submitted)
  • Cannot delete a status in use by incidents

Predefined replies

  • Add/edit HTML message templates used on the incident form

Non-administrators receive access denied on the Settings URL.

Common issues

Symptom Likely cause What to do
HSE not in sidebar Module inactive or no view permission Activate module; grant HSE View
Cannot add incidents Missing Create permission Grant HSE Create
Cannot change status Missing Edit permission Grant HSE Edit
Cannot open Settings Not an administrator Use admin account
Service won’t delete Incidents use this type Reassign incidents first
Status won’t delete Default or in-use status Change default or reassign incidents
Closed count seems wrong Only Closed by HSE counts in summary stats Rename closed status or align with HSE policy

Related features

  • Knowledge Base — safety articles (separate guide; not yet published in knowledge repo)
  • Quick action — New incident may appear in the global quick-actions menu

Test execution sign-off (QA)

Section Description
1 Accessing the HSE module
2 Reporting an incident
3 Editing an incident
4 Changing incident status
5 Deleting an incident
6 Using predefined replies
7 Filtering incidents on the dashboard
8 Admin settings

Record Pass/Fail per section when executing the full QA guide on Confluence page 304250902.

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