Manage incidents
What this guide helps you do
Section titled “What this guide helps you do”Use incidents for larger building issues that affect multiple tenants or need coordinated follow-up.
Incidents help staff group related tickets, patterns, announcements, internal notes, contractor cases, and resident-facing updates around one operational issue.
Who can do this
Section titled “Who can do this”Organization admins and authorized landlords.
Observers can view incidents for assigned buildings, but cannot create, edit, publish, archive, or remove them.
Where to find it in Sicket
Section titled “Where to find it in Sicket”Go to Incidents.
You can also create or link incidents from ticket detail pages, announcement detail pages, and pattern detection flows where available.
Before you start
Section titled “Before you start”Use an incident when the issue is broader than one private ticket.
Examples include an elevator outage, repeated access problems, a major leak, heating interruption, water outage, or recurring building-wide maintenance issue.
Do not use incidents for normal one-off tenant requests.
Step-by-step
Section titled “Step-by-step”- Open
Incidents. - Choose
Create incident. - Select the building.
- Enter a clear incident title.
- Add a staff summary.
- Link existing tickets, announcements, or patterns if useful.
- Create the incident.
- Add incident updates while staff coordinate the issue.
- Publish the incident when residents should be able to see it.
- Continue adding incident updates until the issue is resolved.
- Resolve or archive the incident when coordination is complete.
Field-by-field explanation
Section titled “Field-by-field explanation”Incident title should describe the building issue in plain language.
Staff summary is internal context for staff. Tenants do not see this text.
Status shows the operational lifecycle, such as investigating, action planned, in progress, monitoring, resolved, or archived.
Visibility shows whether the incident is still staff-only or visible to residents.
Incident updates are the resident-facing feed. Updates can be prepared before publishing; once the incident is published, previous incident updates become visible to residents.
Internal notes are staff-only. Use internal notes for context that should never be shown to residents.
Related records connect tickets, announcements, and patterns to the incident.
Contractor cases let staff share selected incident context externally with a contractor.
What tenants can see
Section titled “What tenants can see”Tenants only see incidents that have been published for their building.
Tenants can see incident updates and status changes intended for residents.
Tenants can see linked community tickets and tenant-visible announcements where they already have access.
Tenants do not see personal tickets, staff summaries, internal notes, source pattern evidence, or private staff-only records.
What happens next
Section titled “What happens next”A staff-only incident does not notify residents.
Publishing makes the incident visible to residents.
New incident updates can optionally send no notification, an in-app update, an email update, or both.
When an incident is resolved, Sicket may suggest creating an announcement to tell residents the issue is resolved.
Common issues
Section titled “Common issues”If residents cannot see an incident, check whether it has been published.
If a staff-only detail should not be resident-facing, put it in internal notes instead of an incident update.
If related personal tickets are linked, staff can see them, but tenants cannot.
If an incident is archived, it should stay available for audit history unless permanent removal is explicitly needed.