How to Log and Track Incidents
How to Efficiently Track and Manage Community Issues with Proptia’s Incident Directory
Effectively managing incidents is essential for maintaining a safe and well-operated community. Proptia’s Incident Directory centralizes the logging, tracking, and resolution of events like gate hardware malfunctions, parking violations, and security reports—all in one streamlined workflow.
1. Access the Incident Directory
Click Operations in the top navigation bar.
What to look for: The image highlights the Operations tab at the top—this is your entry point for administrative tools. Ensure the correct navigation area matches the screenshot before continuing.
Select Incidents from the dropdown menu.
What to look for: The dropdown menu is opened, and Incidents is highlighted—verify you are selecting the same option to launch the Incident Directory.
You are now on the Incident Directory dashboard, which presents an overview of all incident records.
What to look for: An overall dashboard appears, listing incidents with metric cards (e.g., number of open, closed, and in-progress incidents) at the top.
2. Review Incident Status Metrics
View the status cards at the top: Closed, Open Incidents, In Progress, and Average Days to Close.
What to look for: Metric cards summarizing incident statuses—these provide real-time insight into team workload and trending issues.
Closed: Total fully resolved issues.
Open Incidents: Number of unassigned or new issues.
In Progress: Ongoing investigations or tasks.
Average Days to Close: Average closure time, helping track team responsiveness.
3. Filter Incident Records by Date
By default, incidents from the past 30 days appear.
What to look for: Date filters at the top—these show the default 30-day range.
Click the From Date or To Date fields in the top area to open a calendar picker.
What to look for: The calendar picker is visible in the screenshot—use it to adjust your date range.
Hit the purple Search button to refresh the directory based on your selected dates.
What to look for: The Search button is highlighted—pressing it displays only records within your specified timeframe.
4. Search and Filter for Specific Incidents
Type keywords (such as a topic or reporter's name) in the Search bar in the upper right to instantly filter incidents.
What to look for: The search bar is active with a filtered list below—use this to quickly find relevant records.
Select a Category (e.g., Security) to limit the list to specific incident types.
What to look for: The filter dropdown is expanded to show categories—confirm your selection matches the screenshot for accuracy.
Use the Export CSV, Export Excel, or Print PDF buttons near the search area to download or share data.
What to look for: Export and print buttons are grouped and highlighted—choose your preferred format to save or distribute records.
5. View, Edit, or Delete Incidents
Click the vertical ellipsis (three dots) at the far right of any incident row to open quick actions.
What to look for: The ellipsis menu appears next to each incident—use this for rapid access to further options.
Choose View to display the full incident log.
What to look for: Detailed fields of the incident are displayed including ticket number, status, topic, and more—ensure the layout matches for in-depth review.
Select In Progress (within the menu) to quickly update an incident’s status.
What to look for: Status is being updated—reference the screenshot to verify you’re changing the correct field.
Click Delete to remove an incident if necessary (confirmation required).
What to look for: Deletion confirmation dialog is visible—double-check before confirming, as shown.
6. Add a New Incident
Click the purple Add button in the top-right corner of the Incident Directory dashboard.
What to look for: The Add button is prominently displayed—make sure you click the same one as shown in the image.
Complete the Add Incident form with all relevant fields:
Related Ticket: Link to an existing ticket if applicable.
What to look for: The Related Ticket dropdown is open—pick the correct entry matching the image.
Status: Set the appropriate status for your incident.
What to look for: Status dropdown menu is visible—verify that you select from valid options depicted.
Category: Choose the area of concern (e.g., Access Control, Security).
What to look for: Category selection is expanded—ensure you’re assigning the incident to the right group as demonstrated.
Topic: Select context-sensitive topic options (changes with Category).
What to look for: Topic dropdown adjusted to your category—see screenshot for match.
Reporter: Defaults to your name, but you can choose any resident or staff.
What to look for: Reporter search and select interface is displayed—pick the correct individual or yourself, matching the layout.
Location: Enter or select the property address.
What to look for: Property search function in progress—look for building/unit/lot fields as shown.
Subject: Compose a short, descriptive headline.
What to look for: The subject entry box is ready—enter a headline similar to the sample.
Description: Fill in further notes in the detailed entry field.
Expand for Additional Details (bottom of form): - Track involved users, visitors, vehicles.
What to look for: Additional options expanded; confirm involved parties and vehicles section appears like the screenshot. - Add Manager Note and supporting evidence (upload images, docs).
What to look for: File upload and note entry fields are visible—ensure you are using the correct components. - GPS Location: Drop an address pin for more precise mapping.
What to look for: The map interface is active with an address pin—check for correct placement in comparison to the screenshot.
Click the purple Save button at the bottom right to store the new incident.
What to look for: The Save button is highlighted—verify all fields, then press as shown to complete entry.
Pro Tip: Use Detailed Fields for Better Reporting
The more information and supporting documentation you attach to each incident, the easier it will be to track trends, answer resident or board questions, and keep historical data organized. Frequently leverage the search, export, and filter tools for efficient management and reporting.
Master these workflows to ensure your community’s issues are handled accurately and transparently, with nothing slipping through the cracks.