Once a Ticket or an Incident is submitted, it will go through a workflow where an Opener/Resolver is significant in the process.
Pending → Open → Resolved
Pending:
After submission, the incident is marked as "Pending" and awaits categorization.Open:
After categorization, the Opener receives a notification to review the incident. They can update the Investigation details and change the status to "Open."Resolved:
The Resolver is notified when the incident is opened. After verifying the details and ensuring everything is complete, they can mark the incident as "Resolved."The Resolver can also skip the “Open” stage and directly mark the incident as Resolved if appropriate (e.g., for minor incidents).
How to assign the Opener/Resolver?
Go to Health & Safety tab, then select Incident Categories
You’ll be directed to a page displaying the different Incident Categories.
Select the category where you want to set up the Opener/Resolver or create a new category.
Scroll to the Opener/Resolver section.
Click the blue drop-down arrow on the right-hand side and choose the Group Contacts or Users you want to assign.
Click Update to save your changes.
Incident Emails
When an incident is submitted in 1Place, you’ll automatically receive an email notification like the example below. This email contains all the key details of the incident so you can quickly review what happened and take any necessary actions.
At the bottom of the email, you’ll find a green “Update Incident” button.
Clicking this button takes you directly to the incident record in 1Place so you can:
Add more details
Update the status
Review progress or complete the incident
