To create a new incident type, click the orange Create incident type button in the top right corner.

You’ll be presented with a box asking you to to name your new incident. There's a 50 character limit on incident type names.

When you click the Create button, the page will refresh and you’ll be presented with the configuration options for your new incident type.

We’ll run through the items you can configure in the General tab.

The Status setting allows you make the incident type visible in the app.

It also allows you to work on the setup of your incident type and save your progress without it appearing in the app or web form, if required.

By default, when you first create a new incident, it will be Off. If you want to modify your incident without it appearing in the app or web form:

The Status can also be used to activate or deactivate incident types you only want to use at certain times of year, without needing to create, delete and re-create the same incident type each time.

This is where you can modify the name of your custom incident. There’s a 50 character limit on incident names.

Note 👉 In some instances, if you have an active API integration between Snap Send Solve and your ERP, changing the name of an incident might affect your integration.

We recommend consulting your IT department before making changes to any incident name.

Choose a Category that each incident will appear in.

Depending on the type of issues you solve, you may have incident types that can appear in more than one category. That’s alright! We want it to be as easy as possible for Snappers to find the incident type they need.

You can select multiple categories for the incident to appear in. Click on the categories it makes sense for the incident to appear.

This indicates whether the incident is Default (provided by Snap Send Solve) or Custom (set by your organisation). Not all Solvers will see default incident types.

You can specify which email address receives Snaps for each incident type. You can select your organisation’s Default email address (specified in the Authority menu option) or you specify another email address. Multiple email addresses can be notified on a per-incident basis.

If you require Snappers to provide their phone number when a certain incident is submitted, set this option to mandatory. Before submitting a Snap, Snappers will have to enter their phone number to proceed.

Snap Send Solve has a feature called Nudge, which allows Snappers to let you know if they’re seeking an update on the progress of their Snap.

The default settings only allow Snappers to send Nudges 14 days after their Snap is sent. The ability to Nudge only becomes active if there has been no activity on the Snap on the Solver’s side meaning nobody in your organisation has viewed or modified the Snap. As soon as the Snap is updated in some way, the counter starts again.

You can extend the amount of time from when a Snap is sent to when the Nudge becomes available. You can select 14 days, 21 days or select Custom and enter your preferred number of days. This is useful if you want to allow more time to resolve certain types of incidents, for example, a resolution that will be included in regularly scheduled works.

Private reporting is an additional module. If it’s included in your subscription, the Private reporting setting allows you to designate the incident type as a Private Reporting incident type that won’t be be visible on the public version of the app.