Manage incidents

What this guide helps you do

Use incidents to coordinate larger building issues in your assigned buildings.

Incidents are useful when several tenants are affected, multiple tickets point to the same problem, or residents need clear updates while work is handled.

Who can do this

Landlords assigned to the building, when incident access is enabled for the organization.

Observers can view incidents, but cannot create, edit, publish, archive, or remove them.

Where to find it in Sicket

Go to Incidents.

You may also see incident links on ticket detail pages, announcement detail pages, or pattern detections.

Step-by-step

Open Incidents.
Choose Create incident.
Select one of your assigned buildings.
Add the incident title and staff summary.
Link relevant tickets, announcements, or patterns.
Create the staff-only incident.
Add incident updates as the issue develops.
Publish the incident when residents should see it.
Resolve or archive the incident when coordination is complete.

Field-by-field explanation

Staff summary is internal context and is not shown to tenants.

Incident updates are resident-facing messages once the incident is published.

Status shows progress, such as investigating, action planned, in progress, monitoring, resolved, or archived.

Related records connect the incident to supporting tickets, announcements, or patterns.

Internal notes are staff-only.

What happens next

Residents only see the incident after it is published.

Residents can see incident updates, status changes intended for residents, linked community tickets, and visible announcements.

Residents cannot see personal tickets, internal notes, staff summaries, or source pattern evidence.

Common issues

If you cannot create an incident, check the current scope, assigned building access, and role permissions.

If an update should never become visible to residents, use internal notes instead of incident updates.