Incident Status Updates

This article explains the Status Updates feature, which allows users to add updates, comments, or messages to an incident. It helps track the progress of an incident by maintaining a chronological record of key actions, developments, and communications.

Privileged users can attach documents, share important information with stakeholders, and maintain transparency throughout the resolution process. These updates also serve as a reference for audit and compliance purposes.

Incident Status Update messages can be edited to ensure accurate and up-to-date communication. All edits are logged in the incident's activity history, supporting accountability and improving response clarity.

The Status Updates section is divided into two tabs:

• Status Updates – This allows users to view and add progress updates or resolution messages related to the incident. 
• Discussion – This allows users to exchange internal comments and have conversations about the incident.

 This article covers the following topics. Click a link to jump to the section:

• Adding or Sharing a Status Updates
• Edit a Status Update
• Communicating Back to the Reporter (ComplianceLine Hotline Only)

Adding or Sharing a Status Updates

Follow these steps to add or share a status update:

1. Navigate to the Incident Queue page and choose the desired incident. The Incident Detail page will be displayed.
2. Scroll down to the Status Updates section, expand the header. The Status Updates tab is selected by default.
3. Expand the Write New Status Update.
4. Select the desired Message Type:
   • Status Update – To update ongoing progress or developments related to the incident.
   • Resolution – To provide details on how the incident was resolved, including final actions and outcomes.
5. Enter the necessary details in the comment field.
6. Share your message or comment by typing @ or clicking the @ symbol on the right of the text field, before or after your message, then selecting the user to share it with.
7. Users can drag & drop relevant documents into the Attach Documents box, or attach them by clicking inside the box to Browse Files on your computer.

Workflow Tip: Shared status updates or resolution messages remain within the system and are not included in email notifications. Instead, users receive an email with a link to view the message in Compliance Manager Messages, which includes a link to the related incident.

Note:

• • Only users with the required permissions (Admin, Manager with access, or Investigator) can view incident details.
  • Users with access can also use the Discussion tab to add/view the Discussion Message by following the Instructions of Add a Discussion Message.

6. Click Save to add the message's details. The added status will be listed under the Messages field.

7. All the messages and attached reference documents will be listed on the screen. Users can download the related document using the download icon.

8. Use the pencil icon to Edit the required details and save the information.

9. To remove a message, users can click the Delete icon

Edit a Message

Users can edit messages in the Status Updates section to keep information accurate and up to date. However, resolution messages are final and cannot be edited once submitted, ensuring the integrity of the incident's outcome.

Follow these steps to Edit a Message:

1. Navigate to the desired incident and select Status Updates from the left panel, or scroll down to the Status Updates section and expand it.
2. Choose the desired Message Type as Status Update to edit the desired message.
3. Navigate to the desired message and click the pencil icon. This will open up the message box to changes.
4. Update the message or attach any necessary documents, then click Save to update the changes. 
5. Edited messages will also have a label indicating they have been edited.
6. Users can download the desired document using the download icon.

Communicating Back to the Reporter (ComplianceLine Hotline Only)

Hotline incident details and any additional reporter updates are logged in Status Updates. To respond to a reporter’s request, use the Status Updates Resolution option, available only for hotline-reported incidents.

1. To log an internal update without sending it to ComplianceLine, select Status Update under SELECT MESSAGE TYPE and follow the steps in the Adding or Sharing a Status Update section.
2. Scroll down to the Status Updates section, expand the header, and click Write New Status Update.
3. Click the Resolution button under SELECT MESSAGE TYPE.
4. Enter the necessary details in the comment field.
5. Click Save to save the Status Update details.
6. Messages sent via Status Updates Resolution are transmitted to ComplianceLine for relay to the reporter when they call for an update. If using the web form, the reporter will see resolution messages.

Note: While the button in Compliance Manager is labeled Resolution, the reporter only receives the message without this label. It's up to you to indicate it as a resolution.

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