The incident draft is a draft of a new message created by an internal user of the system. May contain any information. If there is enough information, the note can be submitted as a new incident report.
A message is an information from an informant about an event or incident that has been registered in the system by its users. After registration and categorization in the system, each message receives its unique number in the system (case number) and can then be called a case. In most cases, the values of the message and the case are identical.
A case is a message that has been accepted for consideration.
Message status - means the state or stage of message processing according to the current process, which is provided for a particular organization.
Priority is a property of a case that shows its importance and affects the order of sorting and consideration. The basis for the appointment of priority is the subjective judgments of the manager about the level of risk of violation, the nature of the violation and the subsequent risks of late response to it, as well as taking into account the desired response time.
Response time (regulatory response time) - the number of days provided to respond to a message in accordance with company policy. There may be several deadlines depending on the priority of the case. By default, the standard period is 30 days. The calculation is based on calendar days.
Response - part of the process of incident management, which involves immediate notification of the responsible representative of the company (system user) about receiving an alarm from the informant, prioritization of messages, the ability to delegate messages to other users, and control the timeliness of such messages.
Escalation is the message transfer to persons independent of those concerned by the message. Typically, escalation occurs to a higher level in the organizational hierarchy, although there may be horizontal escalation.
Incident, violation - an event with negative consequences for the organization or stakeholders; it is an unpleasant event, misunderstanding or accident. Within the system, incidents and violations are considered information that comes with reports.
Category of violation - a general name for a group of violations with a similar economic or social nature, the same properties: the object, subject, nature or means of violation. The categories can be found in the section "Categories of violations"
System elements - information created (downloaded) by system users - are database records and files. The elements of the system can be: Informant's message, Tasks, Materials, Facts, Documents, Files and Records of text forms and tables.
Users of the system are representatives of the organization in whose favor the hotline has been set up, who have received a login and password for login and the appropriate access rights to messages and cases.
User roles are a named collection of user privileges and access rights that correspond to the responsibilities of the employee in a particular system or regulated mandatory actions according to the design of the process.
An administrator is a user who is responsible for setting up the system and running it. The set of administrator rights allows you to manage users, their rights and other elements of system settings.
The supervisor (moderator) is a user who is responsible for the proper functioning of the process of registration of messages and their investigation, as well as control over the proper use of the system, has broader rights than ordinary users, has the ability to perform any operations with cases.
An analyst is a user who is an assistant supervisor and can receive some authority from him. The analyst is responsible for quality control of input information, as well as methodological or analytical support for other users.
Manager - a user who is responsible for responding to messages and reviewing the case within the prescribed time limits. The manager has the widest authority within the assigned case, can assign tasks, define a team, modify and delete items that have been created by other members of the case team.
Responsible person, or case manager, is the manager who is assigned to a particular case.
Decision-maker - the user authorized to make a decision regarding the adequacy of the work performed and the conclusions of the case team, as well as the final decision on the existence of an offence and the response to it.
A team member is a user who is allowed to work on a case. By default, team members see only part of the information: self-created items or items granted access to tasks.
Invited - a person who is temporarily assigned the role of user of the system in order to perform certain tasks. The guest's access rights are limited to reading the provided task and related documents. The guest can create Documents and Facts, as well as comment or change the status of the Task.
Notified - a person who has been notified by the system about the presence of the case and / or any other details. Notified does not have access to the default case.
A witness is a person without access to the system but is a participant in a certain case as a witness.
A probable violator is a person who is considered by the case team as one of or the main perpetrator of the violation, which is the subject of consideration in the case.
The alleged infringer is the person identified as the probable infringer in the infringement report.
The violator is a probable violator who has been found guilty by the case team and / or management on the basis of the facts and evidence gathered.
Access rights - a set of rules governing the procedure and conditions of user access to elements (objects) of the system (information, processes and other resources), established by regulated documents, process, administrator, supervisor, manager or owner of the information. Access rights define a set of actions (such as read, write, execute) that are allowed to perform actions on data objects (elements that have been created in the system).
Differentiation of access rights - the functionality of delimitation of access rights allows to manage the rights of users to read or write both at the level of types of cases (cases, messages), and to establish the individual list of persons with the right of access to each separate case.
Case delegation - allows one user of the system to forward tasks (incident, message, case) to another, who will act on behalf of the first. A typical scenario that uses this feature is the interaction between the manager and his subordinate, or when the supervisor delegates the incident to a specific case manager. Along with the delegation, the rights of access to a particular case (notification of the informant) in the system are transferred.