On the incident Procedure page, you can define a standard operating procedure (SOP) that the operator must follow before changing an incident state to Resolved.
You can have either a simple SOP or a dynamic SOP.
- Procedure mode
- Select the type of incident procedure you want to work with.CAUTION:When you switch from one mode to the other, the steps you configured in the previous mode will be lost when you click Apply.
Simple SOPA simple incident procedure (or simple SOP) is an ordered list of steps that do not involve multiple-choice questions. Operators might be allowed to resolve the incident without validating all the steps, or to complete the steps out of sequence, depending on the configuration.
- Allow non-validated steps
- Select this option if you allow the operator to resolve the incident without validating all the steps. A validated step is a step that is either completed or skipped with a justification. The default setting is to validate all steps before resolving an incident. To resolve an incident without validating all the steps, the user must have the Forcibly resolve incidents having non-validated steps privilege.
- Force steps to be completed in sequence
- Select this option if you want the operator to complete the steps in the configured order. By default, the operator can complete the steps in any order.
- List of steps
- Each step is defined by the following:
- Step number (generated by the system).
- Force comment
- Indicate whether or not the operator must enter a comment before completing the step.
- Step name
- Simple instruction to follow (for example, "Call 911").
- Links to attached documents.
Dynamic SOPA dynamic incident 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.
Tip: You can Import () and Export () dynamic SOPs individually, as opposed to importing and exporting the entire incident configuration.