The Triage Queue holds incidents that have not yet been classified and routed.
Triage runs as a three-step wizard: Review and Classify, Route and Assign, Flag Actions and Complete.
Only groups set up for incident handling can be assigned an incident.
Choose the group first, then the lead, because the lead list is scoped to the group you route to.
The Triage Queue
The queue lists incidents waiting on triage, each with its title, code, how long ago it was reported, its severity, and any flags. Incidents that have not been routed to a specific group sit in the global triage queue until someone picks them up. To set a group that unrouted incidents fall to automatically, see Incident settings and the default triage group.
Open an incident from the queue to start the triage wizard (/app/identification/incidents/triage/[id]).
Step 1: Review and Classify
Confirm what the incident is:
Incident type (required): Complaint, Injury or Illness, Near Miss, or Something Else.
Severity (required): Insignificant, Minor, Moderate, Major, or Catastrophic.
Which group did this occur in? Record where the event actually happened; this is separate from who will handle it.
Flags: tick any that apply.
Flag | Use it when |
Immediate Risk | There is an ongoing risk to health or safety that needs urgent attention |
Notifiable Incident | The event may be reportable to a regulator |
Workers Compensation | A compensation claim is likely or already in play |
Restrict Access | The report is sensitive and only named people should see it |
An optional Refine classification section lets you add more detail before you move on.
Step 2: Route and Assign
Send the incident to the team that will handle it:
Assign to Group (required): pick the handling group. You can drill into subgroups. Only groups that have been set up for incident handling appear as options, so if a group is missing, it needs to be enabled for incidents first.
Assign Lead (optional): choose a lead from the assigned group's members. Members are shown with Lead and Reviewer badges.
Group first, then lead: The lead list is scoped to the group you route to. If you pick a lead and then change the group, the lead resets to the new group's members. Always confirm the group before choosing the lead so your choice sticks.
Step 3: Flag Actions and Complete
Decide what needs to happen right away, then close out triage:
Immediate Actions: choose from a set of recommended, scored action templates. Each action you select creates a task assigned to the group you routed the incident to, so the work is owned from the moment triage completes.
Custom Actions: add your own actions where the templates do not cover the situation.
Triage Notes: capture any context the handler will need.
Select Complete Triage to finish. The incident moves out of the queue to its assigned handler, and any actions you flagged appear as tasks for the routed group.