Incident Management (ERP)
Path: Operations → Incidents (
/app/pool-control/incidents-history)
Permission:INCIDENT_VIEW_ALL(typically Admin / Manager)
Client portal incidents and those created manually in the office converge here. The team sets priority, schedules urgent visits and closes cases with resolution notes.
See also: Client portal incidents.
Access
| Where | Path |
|---|---|
| Operations menu → Incidents | /incidents-history |
| Case detail | /incidents/{id} |
List filters: status (pending / resolved), client, text search, sort by date.
Incident sources
| Source | How it reaches the ERP |
|---|---|
| Client portal | Client reports at /portal/incidents; PENDING visit + notification created |
| Manual (office) | New incident button in history |
| Technician / QR | On-site urgency from scanner or work order (per configured flow) |
Management flow
1. Incident arrives (portal, manual or field)
2. Admin/Manager reviews list → opens detail
3. Adjusts priority (Low, Normal, High, Critical) and status
4. Creates resolution tasks and assigns technician if needed
5. Schedules urgent visit from planning (optional)
6. Closes with resolution notes → client sees status in portalIncident detail
On the record (/incidents/{id}) you can:
- Change priority and status (pending / resolved)
- Set resolution deadline
- Add concrete tasks (assign, comment, mark done)
- View activity timeline
- Resolve the case with final notes (client notified if portal is active)
Create manual incident
- Incidents → New incident
- Choose client and pool
- Describe the problem and priority
- Save — appears in history as pending
Useful when the client calls by phone and does not use the portal yet.
Planning link
- Urgent cases may generate special visits on the calendar.
- From Planning: visit type Urgency → origin in incident history.
- Control tower shows long visits or pauses; it does not replace the incidents module.
Notifications
The dispatcher alerts the team per Configurable notifications.
Export list
From history you can export CSV of the filtered list.
See also
** · Portal incidents