Following standard operating procedures for incidents - Genetec Mission Control™ 3.0.1.0

As the Genetec Mission Control™ incident owner, you must follow a predefined sequence of steps called the standard operating procedure (SOP). The SOP guides your response to the incident and helps with the traceability and auditability of your actions.

Before you begin

If the incident belongs to another user, you must first take ownership of the incident before you can complete any step in the SOP. If the incident has no owner, completing a step in the SOP automatically makes you the owner of the incident.

What you should know

When a procedure is associated to an incident, the User procedure section appears below the Overview section of the incident details pane.

There are two types of SOPs:

Simple SOP: A simple user procedure (or simple SOP) is an ordered list of steps that do not involve multiple-choice questions.
Dynamic SOP: A dynamic user procedure (or dynamic SOP) is a standard operating procedure where the step sequence depends on the response provided by the operator at each step. The dynamic SOP is represented by a flowchart in Config Tool.

You must complete all the steps found in the SOP in the prescribed order before you can change the state of the incident to Resolved, unless your system administrator has configured differently.

NOTE: If you skip a step, your supervisor is notified by the system.

Procedure

In the Incident monitoring task, click the incident you want to work on.
You can click in the list or on the map.

The incident details are displayed in the incident details pane.
If additional information is available to help you complete a step, do one of the following:
- Simple SOP: Click View document () to open the support document.
- Dynamic SOP:
  
  Supporting documents
  
  Click the link below the step instruction to view the support document.
  
  Custom actions
  
  If the dynamic user procedure steps includes custom actions such as a button to make a Sipelia™ call, click the button to perform the action.
Complete a step by doing one of the following:
- Simple SOP: Select the checkbox beside the step name. If a comment is required, enter a comment in the text box that opens and click OK.
- Dynamic SOP: Click the appropriate response button. If a comment is required, you must enter a comment before you can select a response. If you want to provide a comment when no comment is required, click Add comment and enter your comment before clicking any response button.
  NOTE: You can set up keyboard shortcuts for the dynamic SOP step options from the home page under Options > Keyboard shortcuts > Incident Manager. The keyboard shortcuts are mapped based on the options configured in the dynamic SOP step:
  - Done: Shortcut configured for Select dynamic SOP step option 1.
  - Yes/No:
    - Yes: Shortcut configured for Select dynamic SOP step option 1.
    - No: Shortcut configured for Select dynamic SOP step option 2.
  - Custom: Shortcuts configured for Select dynamic SOP step option 1 to Select dynamic SOP step option 10 in the order of the custom options configured.
  For more information, see Customizing keyboard shortcuts
NOTE: If the dynamic SOP is configured for the system to auto-select step options, then user input is not required. If you click Back in the dynamic user procedure, the system will take you back to the last step that was answered by you.
(For simple SOP) If you cannot complete a step and the system prevents you from advancing, click Skip beside the step name and provide the reason why you cannot complete the step.
(For dynamic SOP) Click the User procedure section heading to expand the section to fill the entire incident details pane.
In this mode, you can see the elapsed time and the cumulative time taken for each step.
Continue with the next step from the list.

Results

After you have completed all the steps, you can change the incident state to Resolved.

Example

Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available languages.

NOTE: Although we do our best to keep our videos current, the information presented in this video might become outdated with each new release. If you find anything wrong with this video, feel free to contact us.