Incidents

How incidents work

An incident in Klani is any problem a worker encounters during a service: property damage, access difficulties, a broken item, or a client complaint. The system lets them document it instantly from the app, notify the coordinator, and track it until it is resolved.

Who creates them and who manages them

Workers create incidents from the mobile app during or before a service. The service does not need to be started to report one.

Coordinators and administrators manage them from the web panel: they can update the status, add resolution notes, and decide what happens to the affected service.

Incident types

• Damage — something in the property is broken or deteriorated.
• Missing item — something that should be there is gone.
• Access issue — the worker cannot get in: wrong code, key unavailable, door blocked.
• Equipment failure — a work machine or tool is not working.
• Safety hazard — a dangerous situation for the worker or the property.
• Customer complaint — the client has expressed dissatisfaction.
• Other — any situation that does not fit the types above.

Severity

When reporting, the worker can indicate how serious the incident is:

• Low — can wait, does not affect the service.
• Medium — needs attention soon.
• High — significant impact on the service or the property.
• Critical — needs immediate attention. Appears highlighted in the coordinator's panel with a special alert.

Incident statuses

• Reported — just created, pending attention.
• In progress — the coordinator is working on it.
• Resolved — the problem has been solved.
• Escalated — requires intervention at a higher level.
• Cancelled — discarded without resolving.

Resolving an incident

When a new incident arrives, the coordinator receives a push notification on their device. To manage it, open the Incidents section in the web panel.

Marking it as in progress

If you need time to resolve the problem before closing it, change the status to In progress. This signals to the team that it is being handled and prevents someone else from working on it in parallel.

Resolving the incident

From the incident detail, click Mark as resolved. A form appears with two parts:

• Resolution notes — describe what was done to solve the problem. This is required and is saved in the incident's history.
• What happens to the service — you have three options:
  • Reschedule — the service returns to "scheduled" status so the worker can restart it.
  • Mark as completed — the service is closed even though there was an open incident.
  • Leave unchanged — the incident is resolved but the service status stays as it is.

When saved, the worker who reported the incident automatically receives a notification in their app letting them know it has been resolved.

Escalating an incident

If the incident requires someone with greater authority — for example, approving a compensation or dealing with serious damage — you can change its status to Escalated and include a note explaining why. Escalated incidents are highlighted in the list so they are not overlooked.

Incident reports

The incidents panel gives you a complete view of the status of all reported problems in your company.

Metrics on the main dashboard

On the panel home page you will see:

• Open incidents — the total of those reported, in progress, or escalated.
• Critical incidents — those with critical severity that are still open.
• Closed today — those resolved during the current day.

There is also a widget showing the five most urgent open incidents, ordered by severity and report date.

List with filters

From the Incidents section you can filter by:

• Search — by title, description, property, or worker.
• Status — reported, in progress, resolved, escalated.
• Severity — low, medium, high, critical.
• Type — damage, missing item, access, equipment, safety, complaint, or other.

Incidents are shown ordered from most to least recent by default. You can reverse the order by clicking the date column header.