Who is this article for?

Administrators and Managers who want to learn about workflows, actions, and reporting.

Administrator permissions are required to follow some of these steps.

This article focuses on the lifecycle of issues, from creating actions to closing out and reporting as well as workflow process, including approving and closing issues, as well as how to handle situations where issues need to be reset or deleted. The reporting capabilities of Lucidity Incident will also be covered, enabling you to generate detailed reports for individual issues or comprehensive Excel exports for analysis.

1. Issue actions

Video: Issue Actions

A draft action, also known as a placeholder, will be created automatically as a result of a causal analysis for incident and non-conformance issue types only, specifically for causal factors which have been specified as a root cause. Actions can also be added on an ad-hoc basis as required. Actions created automatically will need editing in order for the action text, actionee and due date to be entered.

To create an action from the Manage page:

1. Click Add.

   

2. Complete the fields.

The status of the action will remain on Draft and the actionee is unaware of the action until the responsible manager has reviewed and approved the Issue. Once approved, the action status is set to Open and actionees are notified of their requirements via email notification. Actions can be edited up until this point.

A close date is entered once the action is completed by the actionee and marked as closed. It is not until all actions are closed that the issue is set to a status of Complete and then the issue as a whole can be closed by the close-out manager.

1.1 Actions Tab

Actions can also be managed from the Action tab. 

2. Issue workflow

The Workflow page is a key component of all issue types. This is where issues are approved and closed, and risk assessments conducted. 

2.1. View workflow

To view the workflow, from the Manage page:

1. Click View Workflow.

   

    

2. An issue cannot be approved until at least one action has been raised. Refer to the Issue Actions section in this user guide below

3. Different options will be displayed dependent on the issue type, permissions of the logged in user and the stage of the issue.

4. The Workflow page displays:

• Return button: Click to return to the Manage Issues page.
• Issue Status: Displays the current status of the issue.
• Name of the responsible and closeout manager, if not the logged in user.
• Prerequisites required to undertake the next step, such as an action must be raised.
• Approve and close buttons.
• Active only once prerequisites are met.
• Risk assessment hazard.
• Non-conformance and incident issue type only.

2.2. Access to workflow

Users may have access to view the Workflow page but only those assigned the role of responsible manager (investigate and approve) and/ or closeout manager for the individual Issue are able to perform any tasks within the page

2.3. Alternate responsible and close out manager

When assigned the Shortcut to Responsible Manager or the Shortcut to Close Out Manager privilege, users will have the ability to approve and close out all issues, even if they are not the designated responsible or close out manager. This is useful in the event of the designated manager being unavailable.

When correct privileges are assigned, from the issue workflow page, an Alternate Responsible Manager  or Alternate Close Out Manager button will appear. By selecting this, the manager will be changed to the logged in user.

2.4. Approve issue 

Video: Approve Issue

2.5. Post approval

Post approval, most users will only have read-only access to issues. This is to avoid additional information being added that hasn't been approved. Changes can be made post approval by users with the Issue Admin privilege. This would typically be assigned to system administrator but can be combined with the closeout manager and responsible manager roles.

To approve an issue, the responsible manager must view the workflow and:

1. Review the issue and validate assigned actions.

2. Click Approve from either:

3. The Manage page.

4. Or the Workflow page.

2.6. Approving issues

As soon as the responsible manager approves an issue, all actions are issued to actionees. This means a new action item will be listed in their personal Action tab within Lucidity Software. In addition, they will receive an email notification alerting them to the required action.

Actions are not sent until the approval is complete in case they need to be adjusted as a result of the investigation and allows for the investigation to be carried out in full first.

2.7. Close out issue

Video: Close Out Issue

To close out the issue, all actions must be completed and have a close out date entered. The closeout manager can then close out the Issue.

To close an issue, from the Manage page, the closeout manager:

1. Reviews the issue and is satisfied all required actions have been closed.

2. Complete the risk assessment matrix.

Note: This can be hidden from view for all issues. 

3. Enter a close out comment.
4. Click Close.

3. Reset closed issue back to draft

Video: Reset Closed Issue Back to Draft

If an issue is closed prematurely, it can be reset back to a status of draft, generally by an administrator.

To reset a closed issue back to draft, from the Report page:

1. Click Reset to Draft at the top of the page.

   

2. Click OK to confirm.

3. The issue will now be reset back to a status of draft and the workflow recommences.

3.2. Reset to draft

Only the status of the issue is changed when this feature is utilised. Any additional notes, actions, casual analysis etc are not affected or changed in anyway. They can be edited as required.

4. Delete issue

If an error is made, an issue can be deleted.

To delete an issue, from the List Issues page:

1. Locate the relevant issue using filters.

2. Click Actions to the far right-hand side of the issue.

3. Click Delete.

   

    

4. Click Delete to confirm the deletion.

   

5. Reporting from the list issues page

Video: Reporting from the List Issues Page

5.1 Print issue report

A PDF copy of all issue details can be printed and is accessible from several different locations:

From the List Issues page:

1. 1. Locate the relevant issue using filters.

   2. Click Actions.

   3. Click Print Report Only for a PDF of the report details.

   4. Click Print All for a PDF of all the report, workflow, casual analysis etc details.

From the Report Edit screen:

• Click Print for a PDF of all the report (e.g. workflow, casual analysis).

• From the Manage Issue screen.

5.2. Excel list report

To generate a report for a specific group of issues, from the List Issues page:

1. Select the relevant filters.
2. Click Filter.
3. All results will be displayed at the bottom of the screen.
4. Click Excel Export to generate this report into Excel.

6. Further reading

• Configuring Incident statistics
• Incident access roles and navigation
• Managing specific issue types