Nov 2026: Incident Management - More efficient management when events occur

What it is and why it matters Incident Management

A collection of improvements has been introduced across Incident Management to reduce unnecessary clicks and make incident information easier to manage.

Incident email subject lines now provide more useful status information, reporter types can be tailored to your organisation, simple forms can automatically select the only available severity or priority, and Incident History can be filtered using a range of hours.

Together, these changes make it easier for busy teams to identify incidents requiring attention and review incident activity.

When to use this

These improvements are useful when:

• Managing several active incidents at the same time.
• Reviewing incidents directly from email notifications.
• Your organisation uses different terminology for reporter types.
• Only one severity or priority option is normally used.
• Analysing incidents that occur during a particular part of the day.
• Reviewing patterns in Incident History.

How it works

Clearer email subject lines

Incident emails now include the incident status and number in the subject line, making it easier to understand what the notification relates to before opening it.

Configurable reporter types

A new Reporter Types area in Incident Management Settings allows the standard reporter types to be renamed or hidden.

The standard options are:

• Staff
• Contractor
• Visitor
• Public
• Unknown

Any updated names are then shown in the Reporter Information section when users create an incident.

Automatic severity and priority selection

If only one Impact Severity or one Priority option has been configured as visible, the Add New Incident form selects that option automatically.

Filtering Incident History by time

The Hour filter in Incident History now uses From hour and To hour fields, allowing users to review incidents within a defined time period alongside the existing date filters.

The time of each incident is also displayed in the Incident History list.

Best practice tips

• Tailor reporter type names only where doing so makes terminology clearer for your teams.
• Hide reporter types that are not relevant to your organisation.
• If only one severity or priority is genuinely used, hide the unused options so the remaining choice can be selected automatically.
• Remember that the To hour is excluded from the results. For example, 08:00 to 17:00 includes incidents occurring from 08:00 through to 16:59.
• The time filter uses the Incident Time entered on the report, rather than the time the incident record was created.
• Draft incidents created before this update may still require users to select severity or priority manually when reopening them.