Cancel Incident

Available in Responder Explorer.

Responder Explorer provides the option to cancel an incident. This removes the incident from the database. If you choose to cancel an incident that has customer calls associated with it, you may delete the associated calls or assign them to a new incident. If configured, cancelled incidents may be archived and viewed in Archive Explorer. Cancelled incidents are displayed in gray text in Archive Explorer.

Quick Steps

Cancel Incident

Right-click incident.
Select Cancel.
Click OK to confirm.

Right-click an incident and select Cancel.
If a switching order with tags and/or grounds is associated with the incident, Responder prompts the user to remove all tags and grounds before the incident may be cancelled.
A confirmation screen will ask you to confirm the cancellation. Click Yes to cancel the incident, and click No to keep the incident and dismiss the confirmation screen.

The Confirm Cancel screen may prompt you to enter a reason for the cancellation. This field will only appear if your administrator has configured it to be displayed.

Cancel Incident with Associated Calls

In this case the user is not prompted with the usual confirmation window (as shown above). Instead the user is prompted to choose how the associated calls are handled when the incident is cancelled.

Warning: If you are cancelling an incident with a multi-customer load point (e.g., apartment building), note that any changes made using the Select Affected Customers tool will be lost. If the user elects to reassign calls, only calls will be reassigned. If a dispatcher used the Select Affected Customers tool to indicate a customer at the load point as out, this information will be lost.

If calls are associated with the incident, you will receive the following error message:
Select Deleted to delete the calls associated with the incident. If you select Reassigned, Responder will evaluate the calls associated with the cancelled incident and assign them to an upstream incident device if one exists or create single premise incidents for each call. Assume, for example, an incident on a transformer is cancelled and customers associated with that transformer placed calls reporting outages. Responder will trace upstream to determine if another incident exists on an upstream device. If an incident exists on an upstream fuse, the calls will be associated with that incident. If no upstream incident exists, Responder creates individual incidents for each customer call.