Incident Management Tool

Andy’s Incident Management tool records any incidents detected during the workday and the corrective actions taken by the team. Its main function is to inform about and quickly resolve any non-conformities in the kitchen by determining their solution.

The incident management tool presents corrective plans used to determine in real-time whether everything is functioning correctly in a particular store or whether an employee has reported an issue that needs to be addressed.

A corrective plan refers to the actions to be taken when an inconsistency is identified. For example, a corrective plan is activated when a temperature is outside the appropriate range.

One of Andy’s Incident Management Tool’s main features is the ability to create records and/or tasks with specific corrective actions for each template in case an incident occurs. In other words, the incidents created serve as action plans that can be used as solutions in different templates/modules.

Incident Status

The status of an incident defines whether it has been completed or it is pending completion. This status can be updated in the Andy App by Store (as explained later) and in the Control Panel by supervisors/managers using the steps here outlined: Managing Incidents from the Control Panel.

Andy features two customisable status types that define whether an incident is Open o Closed:

Open Status:

This is assigned by default. When an incident is created, it is automatically assigned to this status.
Customisable statuses to be created by the account, e.g., awaiting supplier, in progress, technician review, etc.

Closed Status:

Once an incident is closed, it cannot be modified.

Andy App - which is where the incident is created and all ítems completed - only allows you to Close the incident once all compulsory items have been addressed.

That’s why it’s important to mark optional items as "Not Applicable" and set mandatory items as "Not Applicable," as detailed in this article: How does the "Not Applicable" setting work?

In other words, it is important to enable "Not Applicable" for optional items and disable "Not Applicable" for mandatory items.

Once all mandatory items are completed, the following message will appear, allowing you to keep the incident open or to close it:

At the bottom, once all mandatory items are completed, you can mark the incident as closed by clicking on Close Incident.

You can also change status within the incident itself from Completed (Closed) to Pending (Open) if you need to complete any unanswered items.

To view incidents in the app, you can see all of them from the list of Open and Closed incidents.

Andy also allows you to filter the search for incidents by days or even by the name of the incident template by clicking on:

What are the advantages of the Incidents Management Tool?

You can see all the incidents generated in your restaurants in real-time.
You can configure incidents to notify the responsible person when they are created or closed, enabling them to be resolved quickly. Find out more about this tool in this article: Email notifications when creating or closing an incident.
You can create an incident directly from a task. For example, if an employee is taking temperatures and a refrigerator exceeds the specified range, they will receive a notification to create an incident.

And there you have it!

Next, find out more about Managing Incidents from the Control Panel.

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