Note: The following features are not added to Incident Management by default. For information on adding these features to your version of the app, contact your CSM.
New Features
Intelligent Triage
Users can make use of intelligent triage to automatically identify entities when triaging incidents. This helps to improve an organization's understanding of the incident, the accuracy and completeness of the documentation, and the efficiency of the triage process. This feature must be enabled on the org and relies on specific fields, forms, relationships, and objects. Customers on v3.4 of the base app can use Intelligent Triage out-of-the-box. Other customers' environments can be modified in Swagger.
Additional Limited User Support: Officer
An Officer (Limited User) User Group has been added to the app. Users in this group are able to create, monitor, and update incidents, but will not be able to route or close them. They can also monitor Activities from Command Center and promote them to Incidents if needed.
New Reports
The following reports have been added to Incident Management:
Persons of Concern: Displays bad actors and persons of interest that should be flagged in external visitor management systems such as Envoy Integration. A future iteration will include history obtained from the integration such as their visits to a certain location.
Incidents by Time Period: Displays the number of incidents broken down by the day of the week and the time of day they were reported on.
