There are different Statuses within the OnTrack Incidents system, depending on what action you are performing. The statuses are color-coded to assist with incident management through the resolution process.
The Base Incident Status List
This list applies to the overall life of an Incident as a ticket, from the moment the ticket is opened to when it is resolved.
Open: Incidents that have not been assigned to anyone or have been resolved. All new incidents are automatically assigned Open status and remain open until a status change is applied.
Dispatched: Incidents that have been assigned (dispatched) to a team or staff member to be resolved. If an incident is assigned to a team or staff member using the OnTrack system, the incident status will be automatically updated to Dispatched. If an incident has been assigned via radio, phone, verbally, etc. the status must be updated manually by the dispatcher. There are sub-statuses covered in the Dispatch Incident Status list.
Follow-Up: Incidents that need to be followed up on depending on the specific details of the incident. An incident may be marked as Follow Up if a team member has determined there are pending steps required to resolve the incident.
Resolved: Incidents that have been marked as resolved. An incident may be marked as resolved once a successful resolution has been confirmed, or once a logged incident has been evaluated and there is no need for resolution.
The Dispatch Status List
This list focuses on the dispatch cycle of the incident and how the ticket interacts with personnel. This list shares the Base Incidents Status List, plus the following statuses:
Responding: A team or person is responding to the Incident
On Scene: A team or person is at the scene of the Incident
Transport: A team or person is transporting someone related to the Incident
Arrival: A team or person has arrived at their target destination after Transport
Personnel Availability Status
Staff can be marked as Available or Unavailable depending on whether they can respond to an Incident.
Available: Staff can be dispatched to Incidents and assigned tasks
Unavailable: Staff should not be dispatched
Personnel Response Status
Staff can update their status from the field directly from the OnTrack mobile app.
Besides the Dispatch Status List, Staff has an additional status option called “Done”.
Done: Should be used by Staff updating their status from the field, to indicate when they have completed their tasks and are done with their assignment to that incident.