User Story: Incidents Management (AX05US02)

1. Problem Statement

Based on the provided screenshots, the following user roles face distinct challenges in incident management:

1. Call Center Representatives

Manual data entry leads to inconsistent incident reporting
Difficulty prioritizing incidents without clear triage protocols
Time-consuming location verification and asset linking process
Limited ability to provide real-time updates to customers
Challenges in creating service orders from incident reports

2. Asset Managers

Lack of automated incident-to-asset correlation
Difficulty tracking incident patterns across infrastructure
Manual asset linking creates delays in response time
Limited visibility into recurring issues with specific assets
Challenges in analyzing incident data for preventive maintenance planning

3. Field Technicians

Receive incomplete incident information affecting response quality
Limited ability to update incident status in real-time from field
Difficulty accessing asset history and previous incident patterns
Challenges in documenting resolution actions and findings
Manual coordination with dispatch and customer service

Core Problem: The utility lacks a streamlined, integrated incident management system that can efficiently capture, route, track, and resolve water utility incidents while maintaining comprehensive asset correlation and customer communication throughout the resolution lifecycle.

2. Who Are the Users Facing the Problem?

Primary Users:

Call Center Representatives: Handle incoming incident reports from customers via phone, email, and web portals
Asset Managers: Oversee infrastructure assets and coordinate maintenance activities based on incident patterns
Field Technicians: Respond to incidents, perform investigations, and execute repairs
Dispatchers: Assign and coordinate field resources for incident response
Customer Service Representatives: Provide updates to customers and manage expectations

Secondary Users:

Customers: Report incidents through multiple channels and receive status updates
O&M Managers: Monitor system performance and resource allocation
System Administrators: Configure incident types, priorities, and workflows

3. Jobs To Be Done

For Call Center Representatives: When I need to log a customer-reported incident, But I struggle with inconsistent data capture and manual location verification processes, Help me streamline incident creation with guided workflows and automated asset linking, So that I can reduce call handling time and improve incident accuracy.

For Asset Managers: When I need to identify patterns in infrastructure failures, But I can't efficiently correlate incidents with specific assets and their maintenance history, Help me automatically link incidents to assets and analyze failure patterns, So that I can implement preventive maintenance strategies and reduce recurring issues.

For Field Technicians: When I need to respond to an incident with comprehensive context, But I receive incomplete information and can't easily update status from the field, Help me access complete incident details with asset history and provide real-time status updates, So that I can resolve issues efficiently and keep all stakeholders informed.

For Dispatchers: When I need to assign the right technician to an incident, But I lack visibility into technician skills, location, and workload, Help me optimize resource allocation with intelligent assignment algorithms, So that I can minimize response time and maximize first-call resolution rates.

For Customers: When I need to report a water service issue, But I face long wait times and lack visibility into resolution progress, Help me report incidents through multiple convenient channels and receive proactive status updates, So that I can minimize service disruption and stay informed about resolution progress.

4. Solution

The SMART360 Incident Management System provides a comprehensive platform for capturing, managing, and resolving water utility incidents with seamless integration across all operational stakeholders.

Key Capability Areas:

1. Multi-Channel Incident Capture

Web-based incident reporting portal for customers
Mobile app integration for field-reported incidents
Call center interface with guided data collection
Third-party API integration for automated incident creation

2. Intelligent Location and Asset Management

GIS-integrated location selection with map interface
Automated asset proximity detection and linking
Asset search functionality with filtering capabilities
Location validation and geocoding services

3. Smart Prioritization and Routing

Priority-based incident classification (High, Medium, Low)
Automated assignment algorithms based on skills and availability
Escalation workflows for high-priority incidents
Service level agreement (SLA) tracking and alerts

4. Real-Time Status Tracking

Comprehensive status history with timestamps
Role-based status updates and comments
Automated notifications to stakeholders
Customer communication management

5. Field Operations Integration

Mobile-optimized incident details for technicians
Real-time status updates from field locations
Photo and attachment capabilities for documentation
Service order creation from incident reports

6. Analytics and Reporting

Incident trend analysis and pattern recognition
Asset performance correlation with incident data
Response time and resolution metrics
Customer satisfaction tracking

7. Document and Evidence Management

File upload and attachment system
Photo documentation with timestamp and location
Historical document access for asset-related incidents
Secure document sharing with external stakeholders

5. Major Steps Involved

Call Center Representative Flow:

Access incident management dashboard from SMART360 main navigation
Click "Add New Incident" button to initiate incident creation
Complete Customer Information section (Name, Contact, Email)
Select incident type from predefined dropdown (Low Pressure, No Water, Leakage, etc.)
Set priority level (High, Medium, Low) based on severity guidelines
Choose location input method (Select on Map or Enter Address Manually)
If using map: Click on map location and verify address auto-population
If manual entry: Enter street address and city information
Optionally link specific assets by searching asset database
Add detailed incident description and location specifics
Review all information for accuracy and completeness
Submit incident to create unique incident ID and initiate workflow

Asset Manager Flow:

Navigate to Field Alerts > Incidents from main dashboard
Review incident list with filtering by status, priority, and date range
Click on specific incidents to view detailed information
Access "Linked Assets" section to review associated infrastructure
Use "Link Asset" function to connect additional relevant assets
Search assets by ID, name, type, or proximity to incident location
Select appropriate assets and establish relationships
Add asset manager notes and recommendations
Create preventive maintenance tasks based on incident patterns
Generate asset performance reports incorporating incident data

Field Technician Flow:

Receive incident assignment notification through mobile or dispatch system
Access incident details including customer info, location, and asset data
Navigate to incident location using integrated mapping
Arrive on-site and update status to "Investigating"
Perform field assessment and document findings in technician notes
Upload photos and attachments as evidence
Access linked asset information for historical context
Update incident status based on resolution progress
Create service orders for additional work if required
Mark incident as resolved with final resolution notes
Complete any required follow-up documentation

6. Flow Diagram

7. Business Rules

Dashboard and Navigation Rules:

Dashboard displays real-time incident counts: New Incidents (12), High Priority (5), Unassigned (8), Avg. Time to Resolution (3.2 hours)
Navigation breadcrumb must show current path: Dashboard > Field Alerts > Incidents
"Add New Incident" button only visible to users with incident creation permissions
Export functionality requires minimum read access to incidents module
Filter dropdown must retain last applied settings for user session

Incident List Display Rules:

Incident list shows maximum 50 records per page with pagination
Default sorting by Reported Date (newest first)
Status column displays color-coded badges: New (red), Investigating (orange), Asset Identified (blue), Resolved (green), Ignored (gray)
Priority column displays: High (red), Medium (orange), Low (gray)
Action buttons (view, edit, delete) based on user role permissions
Search functionality requires minimum 3 characters across ID, Location, Asset, Subject fields

Customer Information Rules:

"Reported By (Full Name)" field is mandatory with 2-50 character limit
"Customer Contact Number" field is mandatory, must be valid phone format (555) 123-4567
Phone number validation accepts formats: (xxx) xxx-xxxx, xxx-xxx-xxxx, xxx.xxx.xxxx
"Customer Email (Optional)" field validates email format when provided
Email field placeholder: "customer@email.com"
Customer information auto-populates from existing customer database if phone number matches

Incident Details Rules:

"Incident Type" dropdown is mandatory with predefined options only:
- Low Pressure
- No Water
- Leakage
- Smelly Water
- Discolored Water
- Other (requires additional description)
"Priority" dropdown is mandatory with three levels:
- High: Service-affecting issues requiring immediate response
- Medium: Quality issues requiring same-day response
- Low: Non-urgent issues requiring 24-48 hour response
"Date/Time Reported" defaults to current timestamp, editable to past dates only (not future)
Date format: August 4th, 2025 with time picker
"Customer's Description" is mandatory with 10-500 character limit
Description field placeholder: "Describe the incident in detail..."
Character counter displays remaining characters

Location Details Rules:

"Input Method" dropdown offers two options:
- "Select on Map" (default for web interface)
- "Enter Address Manually" (backup option)
Map selection requires clicking within utility service territory boundaries
Map displays message: "Click on map to set location" with pin icon
Map integration: "Mini Map Placeholder (Leaflet/ArcGIS integration)"
"Address / Site Label" auto-populates when map location selected
Address field shows: "Auto-prefilled from facility - editable"
Latitude and Longitude fields auto-populate, editable with validation
Coordinate validation: Latitude (-90 to 90), Longitude (-180 to 180)
"Location Details (Optional)" free text field for additional context
Placeholder: "Add specific details, e.g., 'leak is in the backyard near the fence'"

Manual Address Entry Rules:

"Street Address" field is mandatory when manual entry selected
Address validation occurs on blur, suggests corrections for invalid addresses
"City / Town" field is mandatory, must be within utility service area
Address geocoding automatically calculates coordinates when valid address entered
System validates address exists and is serviceable by utility

Asset Linking Rules:

"Link Asset (Optional)" checkbox enables asset search functionality
Instruction text: "Optional: If the affected asset is already known, find and link it below"
Asset search requires minimum 3 characters in "Search by Asset ID or Name..." field
"Find Assets Near Location" button triggers proximity-based search
Facility, System, Network dropdown filters with "All" options by default
Asset results table displays: Asset ID, Asset Name, Type, Location, Distance, Action
Distance calculated from incident location, displayed in miles (0.1-0.5 mile range typical)
Maximum 5 assets can be linked to single incident
"Select" button adds asset to "Linked Asset" confirmation area
Linked assets display format: "P-789 - Water Main - Pine St. Section 3" with remove (×) option

Status and Workflow Rules:

New incidents automatically assigned status "New"
Status progression: New → Investigating → Asset Identified → Resolved/Ignored
Status badges color-coded consistently across all interfaces
Auto-assignment triggers based on incident type and technician availability
High priority incidents auto-escalate if unassigned after 30 minutes

Incident Detail View Rules:

Incident header displays: Incident ID, description, priority badge, status badge
"Back to Incidents List" navigation maintains previous filter/search state
Incident Details section displays all creation information in read-only format
Customer contact displays formatted phone number with click-to-call functionality
Date/Time format: 2025-07-21, 11:32 AM (24-hour time with date)

Quick Actions Rules:

"Edit Incident Report" available to incident creator and supervisors only
"Add Comment/Update" available to assigned technician and dispatchers
"Create Service Order" creates linked work order with incident context
"Ignore Incident" requires comment explaining reason, changes status to Ignored
Action buttons disabled based on current incident status and user permissions

Location & Investigation Rules:

"Reported Location" displays complete address with map integration
"Assigned To" field shows full name and role: "David Chen (Field Technician)"
Assignment can be changed by dispatchers and supervisors
"Technician's Notes" section for field updates and investigation findings
Notes timestamp and user attribution for all entries

Status History Rules:

Status History table displays: Date/Time, Event, Details/Comment, Performed By
All status changes automatically logged with system timestamp
Event types: Reported, Status Change, Assignment, Investigation Update, Resolution
"Performed By" shows user name or "System" for automated actions
History maintained permanently for audit and reporting purposes

Photos & Attachments Rules:

"Upload Files" button supports multiple file selection
Supported formats: JPG, PNG, PDF, DOC, DOCX (configurable by admin)
Maximum file size: 10MB per file
Maximum attachments: 20 files per incident
Default message: "No photos or attachments have been uploaded"
Uploaded files display with filename, size, upload date, and download option
Photos automatically compressed and include EXIF data if available

Asset Integration Rules:

"Linked Assets" section shows "No assets have been linked to this incident yet" by default
"Link Asset" button available to Asset Managers and Field Technicians
Asset search results sorted by proximity to incident location
Asset types include: Pipe, Hydrant, Valve, Meter (from screenshots)
Asset locations reference utility grid system: "Pine St. Section 3", "Pine St. & Oak Ave"

Data Validation Rules:

All mandatory fields marked with red asterisk (*)
Form submission blocked until all required fields completed
Real-time validation messages display below invalid fields
Phone number auto-formats during typing: (555) 123-4567
Email validation on blur with error message for invalid format
Date picker prevents future date selection for "Date/Time Reported"
Map coordinates validate against utility service territory boundaries

Search and Filter Rules:

Permission and Access Rules:

Incident creation restricted to Customer Service and Field Operations roles
Asset linking requires Asset Management role or above
Status updates limited to assigned technician and supervisors
Customer information editing requires Customer Service Manager approval
Incident deletion requires System Administrator role
Historical data view-only for non-administrative users

8. Sample Data

Sample Incident Types:

Low Pressure
No Water
Leakage
Smelly Water
Discolored Water
High Pressure
Meter Issues
Other (with description required)

Sample Customer Information:

Name: Anna Rivera
Phone: (555) 123-4567
Email: a.rivera@email.com (optional)

Sample Incident Details:

Incident ID: INC-2025-088
Type: Low Pressure
Priority: High
Date Reported: 2025-07-21, 11:32 AM
Description: "The water pressure in my house has been very low all morning. It's barely a trickle from the faucets."

Sample Location Data:

Address: 412 Pine Street, Maplewood
Coordinates: Lat 40.7128, Long -74.0060
Location Details: "Issue affects second floor bathroom primarily"

Sample Asset Data:

Asset ID: P-789
Name: Water Main
Type: Pipe
Location: Pine St. Section 3
Distance: 0.2 miles from incident

Sample Status History:

2025-07-21 11:32 AM | Reported | Initial customer report submitted | Anna Rivera
2025-07-21 11:35 AM | Status Change | New → Investigating | System
2025-07-21 11:40 AM | Assignment | Assigned to David Chen | Jane Doe (Dispatcher)
2025-07-21 12:15 PM | Investigation | Confirmed low pressure at meter | David Chen (Field Technician)

9. Acceptance Criteria

The system must allow incident creation through multiple channels (web portal, mobile app, call center interface, API)
The system must auto-generate unique incident IDs following INC-YYYY-NNN format
The system must require customer name and contact number for all incidents
The system must provide dropdown selection for incident types with minimum 6 predefined options
The system must allow priority assignment with High, Medium, and Low options
The system must support both map-based and manual address entry for location capture
The system must validate addresses and provide geocoding for manual entries
The system must enable asset search and linking with multiple filter options
The system must display distance calculation between incident and linked assets
The system must maintain complete status history with timestamps and user attribution
The system must support file attachments with maximum 10MB per file and 20 files per incident
The system must provide real-time notifications for status changes to relevant stakeholders
The system must enforce role-based permissions for incident management actions
The system must integrate with dispatch system for automatic technician assignment
The system must generate service orders from incident reports when required
The system must provide mobile-optimized interface for field technician access
The system must support bulk incident export for reporting and analysis
The system must track SLA compliance for response and resolution times
The system must provide customer communication portal for status updates
The system must maintain audit trail for all incident modifications and access

10. Process Changes

Current Process	New Process	Impact
Manual incident logging with paper forms	Digital incident capture with validation	60% reduction in data entry errors
Phone-only incident reporting	Multi-channel reporting (phone, web, mobile, API)	40% increase in reporting convenience
Manual location lookup and verification	GIS-integrated location selection with geocoding	70% faster location validation
Manual asset correlation by technicians	Automated asset proximity detection and linking	50% improvement in asset correlation accuracy
Paper-based status tracking	Real-time digital status updates with notifications	80% improvement in communication timeliness
Separate systems for incident and service order management	Integrated incident-to-service-order workflow	45% reduction in administrative overhead
Manual priority assignment by experience	Structured priority criteria with automated suggestions	35% improvement in priority consistency
Phone-based customer updates	Automated digital notifications with self-service portal	55% reduction in customer service calls

11. Impact from Solving This Problem

Metric	Improvement
Average incident resolution time	30% faster resolution through better information flow and automated routing
First-call resolution rate	25% improvement due to better incident documentation and asset context
Customer satisfaction scores	20% increase from improved communication and faster response times
Data accuracy in incident reports	60% reduction in errors through guided data entry and validation
Technician productivity	35% improvement through mobile access and integrated information
Asset maintenance planning effectiveness	40% better planning through incident pattern analysis and asset correlation
Administrative overhead	45% reduction in manual processes and paperwork
Emergency response time	50% faster dispatch for high-priority incidents through automated workflows
Customer communication efficiency	65% reduction in manual status update calls through automated notifications
Incident tracking and reporting capability	80% improvement in management visibility and decision-making support

12. User Behavior Tracking

User Role	Metric	Event Name	Properties	Questions Answered
Call Center Representatives	Incident creation time per record	`incident_created`	`user_id` , `incident_type` , `priority_level` , `creation_duration` , `channel_source`	Which incident types take longest to log?
	Data validation error rates	`form_validation_error`	`user_id` , `field_name` , `error_type` , `incident_type` , `retry_count`	Where do users encounter most errors in the process?
	Location method selection	`location_method_selected`	`user_id` , `method_type` , `success_rate` , `time_to_complete`	What location method is most efficient?
	Priority assignment accuracy	`priority_assigned`	`user_id` , `assigned_priority` , `incident_type` , `customer_urgency` , `timestamp`	How consistent is priority assignment across representatives?
	Asset linking efficiency	`asset_linked`	`user_id` , `incident_id` , `asset_id` , `search_method` , `time_to_link`	Which asset search methods are most effective?
Asset Managers	Asset correlation frequency	`asset_linked_to_incident`	`user_id` , `asset_id` , `incident_id` , `correlation_method` , `confidence_score`	Which assets are most frequently involved in incidents?
	Pattern analysis usage	`asset_search_performed`	`user_id` , `search_criteria` , `results_count` , `filter_applied` , `time_spent`	How effective is automated asset correlation?
	Preventive maintenance creation	`maintenance_task_created`	`user_id` , `asset_id` , `task_type` , `incident_trigger` , `priority_level`	What maintenance patterns emerge from incident data?
	Performance report generation	`performance_report_generated`	`user_id` , `report_type` , `date_range` , `asset_count` , `incident_count`	Which assets show declining performance trends?
	Asset risk assessment	`asset_risk_evaluated`	`user_id` , `asset_id` , `risk_score` , `incident_history` , `maintenance_due`	How accurately does incident data predict asset failures?
Field Technicians	Mobile incident access	`incident_viewed_mobile`	`user_id` , `incident_id` , `view_duration` , `location_accuracy` , `offline_mode`	How do technicians prefer to interact with incident data?
	Status update frequency	`status_updated_field`	`user_id` , `incident_id` , `status_from` , `status_to` , `update_method` , `location`	What information is most valuable for field resolution?
	Documentation completion	`photo_uploaded`	`user_id` , `incident_id` , `attachment_count` , `file_size` , `capture_method`	Which incident types require most documentation?
	Service order creation	`service_order_created`	`user_id` , `incident_id` , `order_type` , `estimated_duration` , `parts_required`	Which incident types require service order creation?
	Resolution effectiveness	`incident_resolved`	`user_id` , `incident_id` , `resolution_method` , `time_on_site` , `first_visit_success`	What factors contribute to first-visit resolution success?
Dispatchers	Assignment optimization	`incident_assigned`	`user_id` , `incident_id` , `technician_id` , `assignment_criteria` , `response_time`	How effective is automated assignment logic?
	Resource utilization	`resource_allocated`	`user_id` , `technician_id` , `workload_current` , `skill_match` , `location_proximity`	Are technicians optimally distributed across incidents?
	Priority escalation	`priority_escalated`	`user_id` , `incident_id` , `original_priority` , `new_priority` , `escalation_reason`	What triggers priority escalation most frequently?
Customers	Self-service usage	`incident_reported_online`	`customer_id` , `incident_type` , `completion_rate` , `form_abandonment` , `time_to_complete`	Which channels do customers prefer for reporting?
	Status check behavior	`status_checked`	`customer_id` , `incident_id` , `check_frequency` , `notification_preference` , `satisfaction_rating`	How often do customers check incident status?
	Communication preferences	`notification_received`	`customer_id` , `incident_id` , `channel_type` , `delivery_success` , `response_rate`	Which communication channels are most effective?

Wireframe

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