Every incident carries exactly one status, and it's the only thing that moves a claim through the list. Anyone who can open the incident can change it. There's no approval step.
| Status | Color | What it means | What to do next |
|---|
| Under Review | Red | Where every new incident starts. Nobody has accepted or rejected the claim yet | Pull the footage, talk to the customer, then move it on |
| In Progress | Yellow | You've taken the claim on and someone is working it | Assign an owner and keep notes and photos on the record |
| Resolved | Green | The claim is settled and closed out | Nothing. It stays searchable on its own tab |
| Denied | Green | You reviewed the claim and aren't paying it | Note why before you close it, so the record holds up later |
Change an incident's status
The status sits in a dropdown at the top of the incident, colored to match. Pick a new one and the badge changes color straight away, but nothing is recorded until you select Save at the bottom of the form.
What each status change sends
- Under Review goes out when the incident is created, to everyone at the location subscribed to incident notifications.
- In Progress sends its own notification when the status changes.
- Resolved and Denied share one notification, listed under Settings > Notifications as Resolved/Denied.
Each one is an email and a push notification, and each row can be switched off per location.
Good to know- Denied is green, the same as Resolved. The color tells you the claim is closed, not that you paid it.
- Resolved and Denied share a single notification row, so you can't keep one and switch the other off.
- Anyone at the location can change a status, a Team Member included. Only Admins and Super Admins can delete an incident.
Related articles
Intro to IncidentsWork an incident: status, assignee, notes, and photos
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