Incident Management
From alert to resolution. Nothing falls through the cracks.
SYAG Incident Management is the operational backbone of your facility security. Every incident — from a motion detection alarm to a medical emergency — follows a structured lifecycle with full evidence capture, escalation rules, and audit trail.
Incidents come from everywhere. They all end up in one place.
An incident in SYAG can be created by:
- A guard filing a report from the mobile app
- A camera event triggering a Flow rule
- An IoT device event (panic button, sensor alarm)
- A visitor overstaying or a blacklisted individual arriving
- A supervisor opening an incident manually from the web dashboard
- A Flow automation rule detecting a condition
Regardless of origin, every incident enters the same structured pipeline.
A clear lifecycle. Every time.
| Status | What it means |
|---|---|
| Open | Incident created, not yet assigned |
| Assigned | Assigned to a specific guard or supervisor |
| In Progress | Guard acknowledged and is responding |
| Pending Review | Guard closed field response, supervisor reviewing |
| Resolved | Supervisor confirmed resolution |
| Closed | Final closure with full documentation |
SLA timers run at each stage. Incidents that breach their SLA are automatically escalated or flagged.
Rich evidence. From the field.
Guards attach evidence directly from the mobile app at the time of response:
- Photos — taken in-app with automatic timestamp and GPS metadata
- Audio recordings — voice notes attached to the incident
- Video clips — short video from the scene
- GPS coordinates — exact location of the incident on facility map
- Linked camera footage — clip from the camera that triggered the incident
- Guard notes — structured text description of what was found
All evidence is stored with a tamper-evident chain of custody.
Automatic escalation. No incident goes unresolved.
Configure escalation rules per incident type and priority:
- If an incident is unassigned for more than {X} minutes → notify supervisor
- If an incident is unresolved after {Y} minutes → escalate to admin
- If a critical incident has no response after {Z} minutes → escalate and page all available supervisors
Turn your incidents into insights
- Incident volume by type, time period, and severity
- Average response time and resolution time
- Incidents by location (heat map on facility map)
- Repeat incident hotspots — flag areas with recurring issues
- Guard response performance — who responds fastest, who resolves thoroughly
- Monthly incident trend — are incidents increasing or decreasing?
Export any report as PDF or CSV for insurance, compliance, or management reporting.