Each outage is represented by an incident in Responder and with symbology at the outage location in ArcMap. If the incident was generated by a customer call, that call is associated with the incident and also appears on the Calls tab of Responder Explorer. Incidents can be generated in a number of ways.
- Web Browser: When a client calls to report an outage, the customer service representative enters the information in the web browser. A customer service representative can enter customer calls as well as location calls which report outages or issues at locations other than a specific address (e.g., a burning transformer on Main Street).
- ArcMap: A dispatcher may create an incident by clicking a point on the map in ArcMap using a number of tools. You can create an incident on a fault or a non-electric incident, or create a hazard to an existing feature.
- Responder Explorer: A dispatcher may have an incident with multiple devices. She can select a single device on this incident and move it to a new incident.
In all instances, either an incident is created or an existing incident is updated to include the new outage point. This section outlines in step-by-step detail the various ways of creating an incident.
Web Browser
Customer Call
Location Call
ArcMap
Create Fault
Create Non-Electric Incident
Create Hazard
Responder Explorer
Save As New Incident
