Incident Profile

The Incident Profile is the complete view of a single incident record. This is your central workspace for managing a repair from start to finish - viewing damage details, tracking repair progress, uploading photos, managing billing, and documenting the complete incident timeline.

You access incident profiles by clicking on any incident from the View Incidents list, or from device/user profiles.

Permission Required

To view incident profiles, you need the View Incidents permission assigned to your administrator role.

---

Understanding the Incident Profile Layout

The incident profile is organized into two main areas:

Incident Snapshot Sidebar (Left)

A quick-reference panel showing key incident information:

• Incident Date - When the problem occurred
• Incident # - Unique ID number
• Incident Status - Current state (Pending, In Progress, Completed, etc.)
• Completed Date - When repair finished (or N/A if still open)

Quick Action Buttons:

• Add Photos - Upload images of damage
• Print Snapshot - Print summary for paper records
• PDF Work Order - Generate printable work order

Main Content Tabs (Right)

The main area contains four tabs with detailed incident information:

1. Incident Information - Complete details about the incident
2. Incident Photos - Photo gallery of damage (if photos exist)
3. Billing History - Related invoices and charges
4. Incident Log - Activity timeline and notes

---

Incident Information Tab

This is the default tab when you open an incident profile. It contains three main sections.

Device Information Section

Shows details about the device that has the problem:

What you'll see:

• Device model (brand and model name)
• Insurance status (if your district tracks insurance)
• Serial number
• Asset tag

Quick action: Click the asset tag or serial number to open the device profile in a new window

Toolbar buttons:

• Edit - Modify incident details (requires Edit Incidents permission)
• Mark Completed - Close out the incident and set completion date

Marking Incidents Complete

The Mark Completed button only appears if the incident isn't already completed. Clicking it opens a confirmation dialog and automatically sets the Completed Date to the current timestamp.

User Information Section

Shows who had the device when the incident occurred:

If a user is associated:

• User's full name (clickable link to user profile)
• User type (Student or Staff)

If no user:

• "No User Associated" - Incident was reported for an unassigned device

Incident Details Section

This is the core documentation of the problem and repair work.

Always visible:

• Incident Date - When problem occurred
• Location - School Property or Off School Property
• Assessment - Initial evaluation of the problem
• Issue Summary - Auto-generated summary of selected incident flags
• Incident Submitted By - Administrator who created the incident

Conditionally visible (only if data exists):

• Repair Notes - Work performed, parts used, repair details
• Interview Notes - User's account of what happened
• Apple ID - Apple ID for the device (Apple devices only)
• Apple Password - Password for Apple ID (requires View/Edit Incident Passwords permission)
• Device Unlock Code - PIN/passcode to unlock device
• Incident Last Updated By - Admin who last modified the incident
• Confidential Notes - Sensitive information (requires View/Edit Incident Confidential permission)

Password Field Visibility

Apple Password and Confidential Notes are protected by special permissions. Even if you can view the incident, you may not see these fields unless you have:

• View/Edit Incident Passwords - To see Apple passwords
• View/Edit Incident Confidential - To see confidential notes

---

Incident Photos Tab

If photos have been uploaded to the incident, this tab appears showing a gallery of damage documentation.

What you'll see:

• Thumbnail images of all uploaded photos
• Photo count badge on the tab (e.g., "Incident Photos (3)")
• Click any photo to view full-size in a modal popup

Photo management:

• Upload new photos using the Add Photos button in the sidebar
• Delete photos (if you have appropriate permissions)
• Photos are stored permanently with the incident record

Why photos matter:

• Visual documentation for insurance claims
• Evidence for billing disputes
• Proof of damage for accountability
• Before/after repair documentation
• Training examples for common damage types

Best practices:

• Take photos immediately when damage is reported
• Capture multiple angles
• Include close-ups of specific damage
• Show serial number/asset tag in at least one photo
• Document damage progression if repair is delayed

Learn more about managing incident photos →

---

Billing History Tab

Shows all invoices related to this incident, linking repair costs to billing records.

What you'll see:

Column	Description
Date	When the invoice was created
Invoice #	Invoice identification number
Status	Paid, Unpaid, Partial, Canceled, etc.
Amount	Total invoice amount
Remaining Balance	Amount still owed
Action	Button to view invoice details

Creating invoices from incidents:

If you have the Add Invoice permission, you'll see a Create Invoice button at the top right of this tab.

To bill for this incident:

1. Click Create Invoice
2. The invoice creation form opens with incident information pre-filled
3. Specify the amount to charge
4. Add any additional line items (labor, parts, etc.)
5. Save the invoice

The invoice then appears in this tab, linking the charge to this specific incident.

Why link invoices to incidents:

• Track which repairs resulted in charges
• Generate reports on billing vs. warranty repairs
• Provide documentation for disputed charges
• Calculate total cost of incidents over time
• Identify repeat offenders for educational interventions

Payment tracking:

• View invoice status directly from the incident
• Click View to see full invoice details and payment history
• Remaining balance shows at-a-glance whether charges are outstanding

---

Incident Log Tab

The incident log is a chat-style timeline documenting everything that happens with this incident from creation through completion.

What the Log Shows

The log displays entries in chronological order (oldest to newest) with:

• Administrator name who made the entry
• Date and time of the entry
• The log message/note

Automatic log entries are created when:

• Incident is created
• Status changes
• Incident is edited
• Photos are added
• Incident is marked complete
• Flags are acknowledged

Manual log entries are notes added by administrators to document:

• Repair progress updates
• Communication with users
• Parts orders or delays
• Diagnostic findings
• Next steps or follow-up needed

Adding Log Entries

At the bottom of the Incident Log tab, you'll see a text area and Add Note button.

To add a log entry:

1. Type your note in the text box
2. Click Add Note
3. The entry appears in the log immediately with your name and timestamp

Permission Required

To add incident log entries, you need the Add Incident Log permission.

What to log:

• "Ordered replacement screen from vendor, ETA 3 days"
• "Contacted user, device dropped during PE class"
• "Attempted repair, screen replacement successful, testing now"
• "Device ready for pickup, notified user via email"
• "User picked up device, confirmed all functions working"

Why use the incident log:

• Creates accountability trail
• Documents decision-making
• Communicates status to other administrators
• Provides context for future reference
• Helps track repair timelines
• Useful for training and process improvement

Deleting Log Entries

Some log entries can be deleted if needed (user-created entries typically allow deletion, system-generated entries may not).

Permission Required

To delete incident log entries, you need the Delete Incident Log permission.

When to delete log entries:

• ✅ Accidentally posted duplicate entry
• ✅ Entry contains incorrect information
• ✅ Typo or formatting error
• ❌ Don't delete entries to hide mistakes - add a correction entry instead
• ❌ Don't delete entries when incident is completed (historical record)

---

Quick Actions from the Incident Profile

Add Photos

Click the Add Photos button in the sidebar to upload images of damage.

Photo upload process:

1. Click Add Photos
2. Modal window opens with file upload interface
3. Select one or more photos from your device
4. Add optional descriptions for each photo
5. Click Upload
6. Photos appear in the Incident Photos tab

Supported formats: JPG, PNG, GIF File size limits: Check with your administrator (typically 5-10MB per photo)

Permission Required

To upload photos, you need the Add Photos permission.

Print Snapshot

Click Print Snapshot to generate a printable summary of the incident.

What's included:

• Incident number and date
• Device information
• User information
• Status
• Assessment and repair notes
• Basic incident details

Common uses:

• Paper records for repair technician
• Attaching to physical devices in repair queue
• Filing in paper-based records system
• Quick reference during phone calls

PDF Work Order

Click PDF Work Order to generate a formatted work order document.

What's included:

• Complete incident details
• Device specifications
• User information
• Repair notes and assessment
• Professional formatting for external repair vendors

Common uses:

• Sending devices to external repair shops
• Documentation for insurance claims
• Archival records
• Sharing with vendors or third parties

Edit Incident

Click the Edit button (in the Device Information section toolbar) to modify incident details.

What you can edit:

• Status
• Incident date
• Assessment
• Repair notes
• Interview notes
• Location
• Incident flags
• Confidential notes
• Apple credentials
• Custom fields

After editing:

• Changes are saved to the incident record
• An automatic log entry is created documenting the edit
• "Incident Last Updated By" field updates with your name

Permission Required

To edit incidents, you need the Edit Incidents permission.

Mark Completed

Click Mark Completed to close out the incident and set the completion date.

What happens:

1. Confirmation dialog appears
2. You confirm the completion
3. Status changes to "Completed"
4. Completed Date is set to current timestamp
5. Automatic log entry is created
6. Button changes to show incident is completed

When to mark complete:

• Repair work is finished
• Device is tested and functional
• All documentation is complete
• Device is ready to return to service

Important notes:

• This action can be undone by editing the incident
• Completion date affects repair turnaround statistics
• Completed incidents no longer appear in "open incidents" filters

Permission Required

Marking incidents completed requires the Edit Incidents permission.

---

Flagged Incidents

If an incident has the "flagged for administrative review" indicator set, you'll see a warning banner at the top of the profile:

Warning message:

"This incident is flagged for Administrative Review. Please review this incident and acknowledge once completed."

Acknowledge button: Click to remove the flag and mark it as reviewed

Why incidents get flagged:

• Certain incident flag types (like "Physical Damage") auto-trigger the review flag
• Administrators manually flag incidents requiring special attention
• High-cost incidents needing approval
• Patterns suggesting misuse or negligence
• Incidents requiring disciplinary follow-up

Permission Required

To acknowledge flags, you need the Flags permission.

---

Common Workflows

Scenario 1: Processing a Repair from Start to Finish

Student reports cracked screen, you handle the complete repair:

1. Open the incident profile
2. Review the Incident Information tab - read assessment and interview
3. Click Add Photos - upload images of the cracked screen
4. Add log entry: "Ordering replacement screen from vendor, ETA 2 days"
5. Two days later, add log entry: "Screen arrived, beginning repair"
6. Perform the repair
7. Click Edit - add repair notes: "Replaced screen assembly, tested touch response, fully functional"
8. Add log entry: "Repair complete, device tested and ready for user pickup"
9. Click Mark Completed
10. Notify user device is ready

Scenario 2: Billing for Damage

User damaged device through negligence, needs to be billed:

1. Review Incident Information - confirm assessment and interview support charging
2. Check Incident Photos - verify photo documentation exists
3. Switch to Billing History tab
4. Click Create Invoice
5. Fill in charge amount (screen replacement: $150)
6. Save invoice
7. Invoice appears in Billing History tab
8. Add log entry: "Invoice #12345 created for $150 screen replacement"

Scenario 3: Multi-Administrator Collaboration

Repair takes several days, multiple admins work on it:

Admin 1 (Day 1):

• Creates incident, adds assessment
• Adds log: "Device received, diagnosis needed"

Admin 2 (Day 2):

• Opens incident, reviews details
• Adds log: "Diagnosed as battery issue, ordered replacement battery"

Admin 1 (Day 4):

• Adds log: "Battery arrived, installed, device charging normally"
• Clicks Mark Completed

Admin 2 (Day 5):

• Reviews completed incident
• Adds log: "User picked up device, satisfied with repair"

Each admin sees the complete history, ensuring smooth handoffs and continuity.

Scenario 4: Insurance Claim Documentation

Device damaged, need to file insurance claim:

1. Open incident profile
2. Review Incident Information - verify location is "Off School Property"
3. Check Incident Photos - ensure multiple angles documented
4. Click PDF Work Order - generate documentation for insurer
5. Review Incident Log - confirm timeline is documented
6. Export/save PDF for insurance submission
7. Add log entry: "Insurance claim filed with [Company Name], claim #XYZ123"

---

Tips for Using Incident Profiles

✅ Do:

• Keep incident logs updated throughout the repair process
• Upload photos as soon as damage is discovered
• Mark incidents complete promptly when repairs finish
• Use the log to communicate with other administrators
• Review all tabs to get complete incident picture
• Document conversations with users in the log
• Link invoices to incidents for proper tracking

❌ Don't:

• Leave incidents in "In Progress" forever - update or complete them
• Forget to add repair notes when marking complete
• Skip uploading photos for physical damage
• Delete log entries to hide mistakes - add corrections instead
• Edit assessment to remove original information - add to repair notes instead

---

Understanding Permissions

Different actions on the incident profile require different permissions:

Action	Permission Required
View incident details	View Incidents
Edit incident	Edit Incidents
Mark completed	Edit Incidents
Add photos	Add Photos
View photos	Add Photos
Add log entry	Add Incident Log
Delete log entry	Delete Incident Log
View Apple passwords	View/Edit Incident Passwords
View confidential notes	View/Edit Incident Confidential
Create invoice	Add Invoice
Acknowledge flag	Flags

---

Common Questions

Q: Can I reopen a completed incident? Yes. Click Edit, change the status from "Completed" back to "In Progress" or another status, and save. The completed date will be cleared.

Q: What's the difference between assessment and repair notes?

• Assessment - Initial evaluation when incident is created ("cracked screen, 3-inch diagonal crack")
• Repair Notes - Work performed to fix it ("replaced screen assembly, tested touch response")

Q: Why can't I see the Apple Password field? You need the View/Edit Incident Passwords permission to see password-protected fields.

Q: Can I delete an incident from the profile page? No. Deletion is done from the View Incidents list page and requires Delete Incidents permission.

Q: How many photos can I upload? Limits vary by configuration, but typically 10-20 photos per incident. Check with your system administrator.

Q: Do log entries notify other administrators? No. The incident log is passive documentation. Use email or other communication methods to alert others about important updates.

---

Next Steps

• Add Incident Photos - Learn photo upload best practices
• Manage Incident Log - Deep dive into incident logging
• View Incidents - Return to the incident list

The incident profile is your complete workspace for managing device repairs from initial report through billing and completion!