Work an incident: assignee, priority, and progress

A claim is not finished when you log it. The Details tab is where you say who owns it, how much it matters, and what it is waiting on.

What you'll need

• Available on the Bundle plan, or on a Custom plan that includes Incidents.
• Anyone at the location can assign a claim and set its priority and progress.
• Changing the status, and closing the claim out, are for Admins and Super Admins.

Assign an owner

To assign a claim:

1. Select Incidents in the side menu.
2. Select Assign To on the claim's card, or open the claim and use Assigned To.
3. Pick the person who is handling it.

They get an email and a push notification. The list only offers people assigned to this location, and picking nobody removes the assignment.

Set the priority

Priority is Urgent, High, Normal or Low, and it is how your team reads what to pick up first. Open the claim, select Priority and choose one. Remove Priority clears it.

Move it through progress

Progress is the step inside the claim's current status: where the work has actually got to. The steps change with the status, so moving a claim from Under Review to In Progress clears the old step and starts it on the new set.

Open the claim, select Progress, and choose the step. Remove Progress clears it.

Change the status

Admins and Super Admins pick Under Review or In Progress from Status on the Details tab. It saves as soon as you choose, and notifications go out.

Resolved and Denied are not in that list. They go through the Resolved / Denied button, which checks the documentation your company requires first.

Common questions

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