Incidents

The Incidents page (under Operations) is where staff report anything that goes wrong on shift - from a near miss to a customer complaint. Any signed-in employee can report an incident; reviewing and resolving them is limited to Supervisors, Managers, Ops Managers, and Owners (“triage” roles).

Reporting an incident

1. Go to Incidents and click Report incident.
2. Choose a type: Incident, Near miss, Customer complaint, Equipment failure, or Food contamination (Incident is selected by default).
3. Choose a severity: Low, Medium, or High (Medium is selected by default).
4. If your restaurant has more than one branch, optionally pick which branch it relates to - the branch picker is only shown at all when the restaurant has branches configured; single-branch accounts skip straight to the description.
5. Describe what happened in the text box (required - this is the only required field besides type and severity).
6. Optionally attach a photo as evidence.
7. Click Submit report.

The incident immediately appears at the top of the list, tagged with its type, severity, and status. There’s no anonymous option - every report is tied to the account you’re signed in as, and your name is shown as the reporter to anyone viewing the list.

What gets recorded

Each incident shows:

• Type and severity badges.
• Status: Open, In review, or Resolved.
• The full description of what happened.
• Who reported it and when, and which branch it’s linked to (if any).
• Who it’s assigned to, once a manager assigns it.
• The attached photo, if one was uploaded (click it to open the full image in a new tab).

The list shows only the 100 most recently reported incidents, newest first, and there’s no search or filter box - once an incident scrolls past the 100th spot it’s no longer visible on the page at all. A photo’s link is a temporary signed URL that expires after about an hour (the same behavior as SOP attachments elsewhere in the app); if an old photo stops opening, just reopen the Incidents page to get a fresh link.

Who can view and resolve incidents

• Every employee can see the incident list and submit new reports - there’s no per-branch restriction on viewing, so staff can see incidents reported anywhere in the restaurant.
• Supervisors, Managers, Ops Managers, and Owners additionally see a triage panel alongside each incident, letting them:
  • Change the status (Open → In review → Resolved).
  • Assign the incident to any Supervisor, Manager, Ops Manager, or Owner in the restaurant for follow-up (the assignee dropdown is limited to those roles, listed alphabetically by name).
• The page header shows a running count of open (unresolved) incidents for anyone with triage access, so managers can see at a glance how much is outstanding. This count is calculated from the same 100 most-recently-reported incidents shown on the page - if your restaurant has more than 100 incidents on record, any still-open ones older than the most recent 100 aren’t included in the header count.
• Marking an incident Resolved timestamps when it was closed; switching it back to Open or In review later clears that resolved timestamp.
• There’s no way to delete or withdraw an incident report once submitted, by the reporter or by triage staff - the status workflow (Open/In review/Resolved) is the only way to close one out.

Frequently asked questions

I reported the wrong type or severity by mistake - can I fix it? Not from the incident list itself. The report form has no edit action after submission; someone with triage access can change the status and assignment, but not the type, severity, branch, or description. Report a corrected follow-up and note the mistake in its description.

Can I report an incident without my name attached? No - reporting requires being signed in, and the reporter’s name is always shown to anyone who can view the incident list (which is everyone, not just managers).

Nobody’s been assigned to a high-severity incident - will anyone get notified? There’s no automatic notification when an incident is submitted or when its severity is high; triage staff need to check the Incidents page (the open-incident count in the header is the closest thing to an alert) and assign it manually.

Why is there no branch picker when I report an incident? The branch field only appears if your restaurant has more than one branch configured. Single-branch accounts skip it since there’s nothing to choose between.

A photo I attached to an incident won’t open anymore - is it gone? No, the file is still there. Photo links are temporary and expire after about an hour; reopen the Incidents page to get a fresh link to the same photo.

Why doesn’t the open-incident count in the header match what I’m seeing? The header count only looks at the 100 most recently reported incidents (the same set shown in the list). If your restaurant has built up more than 100 incidents total, older open ones that have scrolled off the visible list aren’t included in that count.