Who is this article for?

Administrators and managers who need to understand how incident notifications are triggered and who receives them.

Some configuration steps require Administrator permissions.

Lucidity’s Incident module automatically sends email notifications to keep key stakeholders informed as an incident progresses through its lifecycle. These notifications ensure that Responsible Managers, Closeout Managers, and other recipients are alerted when they need to take action.

1. Incident notifications

Each time an incident is created, updated, closed, or rejected, Lucidity sends an email to the relevant role. The content and recipients of these notifications depend on the incident’s status and the roles assigned to it.

Notifications are triggered by specific events, such as:

• Incident creation
• Assignment of a Responsible Manager or Closeout Manager
• Completion of all actions
• Closeout or rejection of the incident

The following sections describe each notification type and when it is sent.

2. Notifications sent when an incident is created

2.1. Responsible Manager assigned (INC.1)

When an incident is created, the assigned Responsible Manager receives a notification informing them that they are responsible for managing the incident.

2.2. Closeout Manager assigned (INC.2)

If a Closeout Manager is assigned at creation, they receive a notification confirming their role and providing a summary of the incident.

3. Notifications sent during the incident lifecycle

3.1. Incident awaiting closeout (INC.3)

Once all actions are completed and the incident status becomes Completed, both the Responsible Manager and Closeout Manager are notified that the incident is ready for closeout.

3.2. Responsible Manager updated (INC.4)

If the Responsible Manager is changed at any point, the new manager receives a notification informing them of their assignment.

3.3. Closeout Manager updated (INC.5)

If the Closeout Manager is changed, the new manager receives a notification confirming their role.

4. Notifications sent when an incident is closed or rejected

4.1. Incident closed (INC.6)

When the incident status becomes Closed, both the Responsible Manager and the Issue Respondent receive a notification confirming that the incident has been finalised.

4.2. Incident rejected after closeout (INC.7)

If an incident is rejected and returned to Draft after closeout, the Responsible Manager receives a notification explaining the reason for rejection and requesting further action.

4.3. Incident rejected (INC.8)

If the incident is rejected for any other reason, the assigned Closeout Manager is notified.

5. Customising notifications

Administrators can customise certain labels, roles, and workflow settings that influence who receives notifications and when they are triggered. For example:

• Updating Responsible or Closeout Manager roles
• Adjusting incident lifecycle settings
• Configuring email templates (if enabled for your organisation)