Reviewing an incident response

Who is this article for?
Users who need to review supplier incident responses.
No elevated permissions are required.

This guide explains how to review incident responses, manage corrective actions, and use the incident dashboard.

1. Reviewing an incident response

Once the supplier has completed their response and returned it, a task will appear on your homepage indicating that a response has been provided for review.
There are various stages of approval for the response:
- Root cause analysis: The information provided by the supplier requires approval.
- Corrective/preventative actions: Each corrective action entered by the supplier requires approval.

You can also add additional corrective and preventative actions to send back to the supplier if further actions are required to resolve or prevent the incident.

Once the response is reviewed and approved, the incident can be set to Closed. Corrective and preventative actions can remain open even if the incident status is closed, for example if longer-term preventative actions are required.

The incident module can be accessed via the Solutions area in the global navigation and by selecting Site Actions from the left-hand menu. The Incidents tab is selected by default. Here you can manage and review the status of all incidents raised against suppliers.
The top counts identify:
- Total incidents: The total number of incidents raised.
- Open incidents: The total number still requiring a response or review.
- Incidents in the last 30 days: A count of incidents raised in the past 30 days, highlighting increases compared to the previous 30 days.
- Closed incidents: The total number of closed or resolved incidents.

You can also access information on incidents for a specific supplier on their profile page. On the supplier’s company profile, all incidents are shown with their current status. All users within your organisation can view these, but only the creator and assignees can add or amend data.