For: Admins
Many plans now include the Incident Module, but having access doesn't switch it on for existing accounts. An admin chooses when to move from the current incident form to the Incident Module. Use this article to turn it on, check the mobile button will appear, or switch back.
Turn on the Incident Module
You'll need Incident access on your plan or account first. If you can't see Incident Settings, contact [email protected].
Log into the Admin Console
Go to My Business
Click Settings
Open Incident Settings
Tick Use Incidents
Click Save
Note: Phones and tablets pick up the change the next time they refresh organisation data. Saving in the Admin Console doesn't update an app that's already open.
What changes when you turn it on
Ticking Use Incidents does two things together:
On web, the Incidents menu, register and analytics appear, and completing the Incident report form can create an incident
On mobile, the Report Incident button on the home page opens the Incident report form instead of your existing incident form
Note: You can't turn on the web Incident Module and keep your existing form on the mobile button. Use Incidents switches both.
Check the Incident report form is available
The mobile Report Incident button only appears when the Incident report form is available to your organisation. The form needs to be:
the Incident report form, not your older incident form
not a draft
scheduled, or set to ad hoc
If it isn't available, a warning shows under the setting: "The Incident report form isn't available to your organisation, so the Report Incident button won't appear on mobile. Ask your group administrator or Support to make the form available." You can still save the setting. The web Incident Module works, but the mobile button stays hidden.
Who can make the form available:
Your group administrator, if your organisation is in a group. Groups that control form availability still decide which forms your organisation can use.
Support at [email protected], if there's no group administrator.
Important: If your team needs to report incidents from the app today, leave Use Incidents off. Your current form and button stay as they are. Turn it on once the Incident report form is available and your team is ready to use it.
Who already has Use Incidents turned on
Organisations already using the Incident Module stay on. Nothing has been switched off.
Existing organisations that gain Incident access through a new plan stay off until an admin ticks Use Incidents. Their Report Incident button keeps opening their current form.
Existing organisations with no incident button or form don't get a button automatically. It stays hidden until Use Incidents is turned on.
New organisations created with Incident access start with Use Incidents on. An admin can untick it to keep using the older form.
Go back to your existing incident form
Log into the Admin Console
Go to My Business
Click Settings
Open Incident Settings
Untick Use Incidents
Click Save
The Incidents menu is hidden and the Report Incident button goes back to opening your existing incident form. That form is still in your form library. Incidents already in the Incident Module are unchanged, but completing the Incident report form won't create new ones until Use Incidents is turned on again.
Troubleshooting
I can't see the Incidents menu
Your plan includes the Incident Module but Use Incidents is still off. This is expected for existing organisations. Follow the steps above to tick it. If you can't see Incident Settings at all, your plan doesn't include Incident access yet.
The Report Incident button has disappeared
Use Incidents is on but the Incident report form isn't available, so the button is hidden. Either untick Use Incidents to go back to your existing form, or ask your group administrator or Support to make the Incident report form available.
I saved the setting but the app still shows the old form
The device hasn't refreshed organisation data yet. Refresh the app, or close and reopen it.
I can't find Use Incidents in my group settings
Use Incidents is set for each organisation, not for the group. Open the organisation, then go to My Business, Settings and Incident Settings.
I can see Use Incidents but can't change it
Users with read-only settings see Yes or No. An organisation admin who can edit settings needs to change the checkbox.