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Must know
  • Incident Reporting must be on your plan, and you need the View Incidents permission to open Athletes > Incidents.
  • Status changes need the Resolve Incidents permission, which only the Admin role has by default. Coach, Volunteer and Accountant need it added. Without it, the incident page shows no status buttons.
  • Resolving requires resolution notes. Moving a resolved incident back to open clears who resolved it and when.
  • Archiving cannot be undone. It hides the incident from the default list, but you can still find it with the Archived status filter.
Find an incident. On Athletes > Incidents, click any row or card to open it. Filter by Status, Category and Severity, and switch between Table and Cards. Filters, search and rows per page are kept when you return from an incident. Search says Search title but also matches the description, athletes, program, facility and reporter. An athlete’s profile has an Incidents tab (Incident history, with Total, Open and Resolved counts) that opens them too.
1

Open the incident

Buttons at the top depend on the status. An Open incident offers Mark in progress, Resolve and Archive. An In Progress incident offers Move to open, Resolve and Archive. A Resolved incident offers Reopen and Archive.
2

Resolve it

Click Resolve. In the Resolve incident panel, describe how it was handled in Resolution notes (up to 5,000 characters). Resolve stays disabled until you type notes, and Cancel closes the panel. A message confirms “Incident resolved”.
3

Reopen or archive

Use Reopen if new information comes in. To close a report out, click Archive, then Archive again in the Archive this incident? box. This cannot be undone.
What the page shows. While an incident is Resolved, a Resolution card shows who resolved it, when, and the notes. Reopening removes it. Status history starts with a Created (Open) entry, then each change with who made it and when. Resolution notes are not repeated there. Find archived incidents. They are not deleted. In Filters, pick Archived under Status to list them again. Editing a report. The incident page has no edit form. Ask Hero can propose edits to the report’s details (category, severity, title, description, time, location, program or facility) for you to confirm, if you have Create Incidents. Hero can also propose a status change, which needs Resolve Incidents. In the Activity log. Status changes also appear in My Organization > Activity log, showing who changed the status and to what. If a note was left, the entry says so but never shows the text. Resolution notes stay on the incident page. Related: How do I file an incident report? · How do I see who changed what in my club? · What happens when Hero prepares a change (nothing changes until you confirm)?