The use cases for Incident Management reporting include, injury and illness, environmental or security incidents, a near miss, a spillage, a safety observation or a failure in a safety process. These are events with an HSE impact, for non-HSE related events the Defects (HSE) application can be used.
Incident reporting can be performed through a self-service application, a mobile application or directly in the Incidents (HSE) application. An Incident of a certain type can also be created directly from a Start Center by using the Quick Insert portlet and associating a Ticket Template this reduces the effort in creating the initial incident record. Incidents can also be created from an email using the Email Listener.
Ticket Templates (HSE)
A Ticket Template is a template for a Service Request, Incident, Defect or Investigation, the classes of a ticket. Each record has a status of Draft, Active or Inactive. Draft is the default and a ticket template must be in an Active status to be applied to a ticket.
The Ticket Template will typically default the description, classification, owner or owner group and the internal priority when it is applied to a class of ticket. The Service Group and Service might be used as an alternative to the classification. One useful feature of a ticket template is that it can be applied when a user chooses an option in a Quick Insert portlet on their Start Center. Additional fields can be added to the Ticket Template and copied across to the corresponding field on a ticket by adding them to the Crossover Domain TKTEMPLATE.
A Ticket Template supports a set of activities which are also copied to the ticket. The activity may have a different owner or owner group and classification. A Job Plan can be applied to create a set of tasks, an Activity is a class of work order. The activity will be created in the default insert site of the person who applies the ticket template, unless the site is referenced on the ticket template activity. The Incident (HSE) and Investigation (HSE) applications have an Activities tab but the Service Request (HSE) and Defects (HSE) application do not, but this could be configured to add one.
For the HSE product three additional fields have been added to the Ticket Template and each will appear only when the class of ticket is INCIDENT, otherwise they are hidden. Each field is supported by a value list, the standard values are shown below:
- Incident Category – Property/Equipment Damage, Environmental, Explosion, Fire, Hazard Report, Illness, Injury, Leakage, Safety Observation, Other, Spills, Vehicle.
- Incident Type – Major, Minor, High Potential, Near Miss
- Safety Observation Type – Intervention, Unsafe Act, Unsafe Work Condition
The Safety Observation Type field is read-only except when the Incident Category is set to Safety Observation when it will become editable.
These three fields will be copied when the ticket template is applied to an Incident, they are listed in the Crossover Domain TKTEMPLATE.
Create Incident (HSE), Review Incidents (HSE)
The Create Incidents (HSE) application is for use by occasional Maximo users who need to report an Incident without having to use the main Incidents (HSE) application. It would be used for incident reporting, hazard reporting and safety observations.
The fields associated with the sections What happened? Where did it happen? Who was involved? What did you do about it? are described below as part of the main Incidents (HSE) application.
For Maximo Anywhere users there is a similar mobile application for creating an Incident.
The Review Incidents (HSE) application provides a search capability with a table window below providing the results of the search. From the table window you can review an incident, but it is read-only, it cannot be modified from this application.
The Incidents (HSE) application is based on a view of a ticket called INCIDENT. The Defects (HSE) application also shares this view, this is for non-HSE related incidents.
Incidents (HSE) is a clone of the Maximo Incidents application, a lot of additional functionality has been added. The functionality of the base Incidents application is very similar to that described for Service Requests (HSE), a Service Request is another class of ticket.
The additional functionality added to Incidents (HSE) is as follows:
- The statuses of an Incident are New, Queued, Waiting on Review, Pending, In Progress, Resolved, Closed. There is an action to view the status and ownership history.
- The Incident Type, Incident Category, and Safety Observation Type are copied from the Ticket Template and have the same lookups (see Ticket Template (HSE) for these values). The Safety Observation field becomes enterable if the Incident Type is set to Safety Observation.
- In the User Information section there is an additional set of name, phone and email address fields for the person that the incident was Reported To.
- In the Incident Details section:
- Reportable – this check box indicates whether the incident should be reported to a regulatory authority or agency.
- Action Taken – this field has a list of values, Temporary Solution in Place, Reported to Supervisor, Warning Placed in Vicinity, Advised Violator of Violation.
- Action Details – Positioned below the Action Taken is a field to enter the details, rich text formatting is supported.
- Regulation – this field is used to specify the regulation that has been breached by the incident. There is a go to menu to take the user to the Regulatory Compliance (HSE) application.
- External Incident Reference – this field is used to record the incident number provided by the regulatory authority.
- Is Defect – this check box is read-only and indicates an incident created in the Defects (HSE) application. There is no out of the box ability to change a Defect to an Incident and vice versa.
- Investigation Required – this check box would be checked if an investigation is required, it is not set automatically if the Create Investigation action is used.
- High Context – this check box would be checked if the incident is considered high context (see section on High Context tab).
- From Review Required – this check box is read-only. It is checked when an Incident is created from a work order and a similar field in Work Order Tracking (HSE) – Details tab has been checked. It is used to indicate that the work order should be reviewed as part of continuous improvement. It does not become unchecked if the same field on the work order subsequently becomes unchecked.
- Persons Impacted by Incident table window:
- Multiple persons can be added whether they already exist in the Person table or are an External Person.
- Person Impacted – This field is used for selecting someone who is in the Person table. There is a go to menu to take the user to the People (HSE) application.
- External Person – When this check box is selected it will blank the Person Impacted field.
- Name, address, phone, email, date of birth, gender, title, date of hire, are fields which can be populated whether the Person Impacted is selected or the External Person is checked. If a person is selected, then these fields are copied from the Person record.
- External Person Relationship – This field is supported by a value list with values of Contractor, Customer, Public, Vendor. It is enterable if External Person is checked, otherwise it is read-only.
- External Company/Vendor, External Company Name, Company/Vendor Phone – These fields are enterable if External Person is checked, otherwise they are read-only.
- Person Role – This field is supported by a value list with values of Injured/Ill, Primary, Secondary, Witness. When set to Injured/Ill then the Injury and Illness Details section will be displayed, otherwise it is hidden.
- A long description field with rich text formatting is provided to describe the role of the Person Impacted in the Incident.
- The Injury and Illness Details will only appear if the Person Role is selected as Injured/Ill and the user is assigned to a Security Group where the option “Controls the Illness and Injury Details” is selected.
- Reportable Injury or Illness – if the check box is selected it does not update the Reportable field higher up in the Incident Details section.
- Date of injury or onset of illness, Time of injury or onset of illness, and a checkbox to indicate that “Time cannot be determined”. If date and/or time is entered the checkbox can still be selected.
- Time Employee Started Work – This is a time field assumed to be earlier than the time of injury. If shown later then it is assumed they started a shift the previous day.
- LocationA physical place where assets exist and where work can be performed. More of Incident – Field provides a go to menu to take the user to the Locations (HSE) application.
- Describe what the employee was doing just before the incident occurred – a long description field with rich text formatting.
- Describe the injury or the illness – a long description field with rich text formatting.
- Describe the object or the substance that directly harmed the employee – a long description field with rich text formatting.
- Injury/Illness High Level Grouping – A set of six check boxes for indicating the type of injury or illness. User ticks those applicable from Injury, Skin Disorder, Respiratory Condition, Poisoning, Hearing Loss, Other.
- Type of Injury or Illness – This field is supported by a value list with 30 values, amputation, animal/snake/insect bite, burn, etc.
- Impacted Body Part – This field is supported by a value list with 35 values, abdomen, arm, buttocks, etc.
- Outcome – This field is supported by a value list with values of Death, Job Restriction, Job Transfer, Out of Work.
- Date of Death (if applicable) – a date/time field, it does not become mandatory if Death was chosen as the outcome.
- Days Out/Transferred/Restricted – a decimal field for entering the number of days work the person has been/was affected.
- Transfer or Restriction Details – a long description field with rich text formatting.
- Treatment / Services Provided Details – a set of fields for:
- Physician or Healthcare Provider
If treatment was given away from the worksite, where was it given:
- Name of Facility
- Street Address
- Treatment Provided – This field is supported by a value list with values of Emergency Room, In-Patient Overnight.
- Incident Follow-up Actions. This section appears at the bottom of the details section of the Persons Impacted by Incident table window. It is applicable whether or not the “Injured/Ill” Person Role was selected.
- Follow-up Required – a check box when selected will make the Follow-Up Action enterable
- Follow-up Action – This field is supported by a value list with values of Insurance claim, Interview required, Legal action, Training required.
- Operating Procedure – The operating procedure associated with the follow-up action. There is a go to menu to take the user to the Operating Procedures (HSE) application.
- Owner – The owner of the follow-up action. There is a go to menu to take the user to the People (HSE) application. Selecting a value will blank the Owner Group field.
- Owner Group – The owning group of the follow-up action. There is a go to menu to take the user to the Person Group application. Selecting a value will blank the Owner field.
- Standard Action Group – The group of standard actions to be used in the follow-up. There is a go to menu to take the user to the Standard Action Groups (HSE) application.
- Risk and Consequence section
- Hazard – The hazard that was a cause of the incident. There is a go to menu to take the user to the Hazards (HSE) application.
- Risk Assessment – There may be a need to perform a Risk Assessment particularly if it is believed that there are lessons to be learnt from the incident. There is a go to menu to take the user to the Risk Assessment (HSE) application. The risk assessment can identify multiple hazards and the potential consequences if the hazards occurred. It is therefore unlikely that both the Hazard and Risk Assessment fields will be used together.
- Risk Ranking – This read-only field shows the most significant risk ranking from the hazards added to the Risk Assessment.
- Potential Consequence – This is the expected consequence of the hazard occurring. There is a value list with the set of values being entered in the Risk Matrix (HSE) application.
- Potential Severity – This is the value of the severity field for the selected potential consequence and is derived from the Risk Matrix (HSE) application. Default values for severity are Critical, Major, Minor, Significant.
- Actual Consequence – The actual consequence also uses values from the Risk Matrix. In a near miss situation the potential consequence may be quite different to the actual consequence.
- Actual Severity – This is the value of the severity field for the selected actual consequence and is derived from the Risk Matrix (HSE) application. Default values for severity are Critical, Major, Minor, Significant.
- Impact section
- You can specify whether the incident is global, regional or local. Three check boxes are provided. If Worldwide Incident is selected, then Regional Incident and Local Incident are made null and read-only. If Worldwide Incident is left unchecked, then one or both of Regional Incident and Local Incident can be selected.
- The Impact field allows you to quantify the losses associated with the incident. There is a go to menu to take the user to the Benefits and Losses (HSE) application.
- Impact Area is a field associated with the Impact record and is read-only. It has values of Environmental, Production, Reputation, Health & Safety.
- Process Safety Tier identifies the level of process safety and its consequences that has resulted from the incident. Values are Tier 1 through Tier 4.
- If the Global Issue checkbox is selected it means that this Incident is considered a master incident against which other incident records can be related.
- Related to Global ID and Global Class fields are used to relate this Incident record to another ticket record that is being used as the master. This will normally be another Incident record, but it could be a record from another ticket class. The master ticket will be used for tracking progress and is the driver for status changes, log notes and communications to associated parties.
Sequence of Event Tab
- The tab header has a repeat from the Incident tab of the summary and detailed description, internal priority and the name, phone and email address of the person who reported the incident. Below this is a table window for the sequence of events.
- Sequence – a number that starts at 10 with increasing increments of 10 for subsequent rows.
- Date – a date and time when the event in the sequence of events occurred.
- Condition – a field that is supported by the ALN domain PLUSGSOECONDITIONS. which will need to be configured for it to be used.
- Description – a short description of the event.
- Notes – a long description of the event with rich text formatting.
- Witness – A person who is referenced in the People (HSE) application. Selecting a person will complete the name, address, email and phone fields. The field can remain blank if the person is not referenced in Maximo.
- Name – The name of the person who is the witness for the event record.
- Address1, Address2, City, State, Zip – Fields for the witness address.
- E-mail – the email address of the witness.
- Phone – the contact phone number of the witness.
Related Records Tab
In addition to Related Tickets and Related Work Orders, HSE provides:
- Related Operator Log Entries
Solution Details Tab
A solution is a knowledge document that can be applied for recurring incidents. Alternatively, the fields on the Solution Details tab can be used to capture the symptom, cause and resolution and the Create Solution action used to create the knowledge document. A checkbox indicates whether a user can search for the knowledge document using the Self-Service Search Solutions application. The Solution Details can have associated attachments. This is standard to the base Incidents application in Maximo, however HSE adds three additional fields which are read-only because they are on the associated Solution record:
- Solution Category – The category of the solution with standard values of Maintenance, Integrity, Operations, and Health, Safety & Environment.
- Solution Originator – The person who originated the solution record.
- Is Lesson Learned – A checkbox to indicate whether the solution is a lesson learned.
Action – Search Solutions
- The action Search Solutions can help to search the knowledge documents for solutions relevant to the classification of the HSE incident. One or more existing solutions will be shown, and the View Solutions table window details button used to view the details. By selecting a record from the View Solutions table window, you copy the Solution number to the Solution field on the Solution Details tab.
High Context Tab
When incidents occur analysis of the behaviours and attitudes can differ depending on the cultural backgrounds of those involved. What is common sense in one culture may not be in another. Similarly, what does acting naturally really mean?
People have both a high context and low context dimension to their behaviours and attitudes. Different cultures favour High Context (Chinese, Japanese) others favour Low Context (Swiss, German). For people who favour High Context behaviours and attitudes they:
- Rely on trust and relationships, people working better in groups
- People are indirect in their verbal communication, communication is an art-form often with a degree of flamboyance
- People are happy to stand close to others, low context people enjoy their own space
- Time is not easy to schedule as long as the task gets completed
- Learning occurs by observing rather than being instructed
If the analysis of the incident shows culturally specific attitudes or behaviours whether they have been effective or ineffective then the High Context tab might be relevant in order to prevent future reoccurrence of the event or to reinforce effective behaviour. The fields can be used to support an analysis method, for example Critical Incident Technique.
Review Information section:
- Incident Reviewed By – the person who reviewed the incident in the context of the behaviours and attitudes displayed. There is a go to menu to take the user to the People (HSE) application.
- Name – the name of the person who reviewed the incident for high/low context. This has to be a person who has a status of ACTIVE in the People (HSE) application.
- Accepted Incident – a checkbox which indicates that the incident has been accepted for behavioural analysis.
- Analysis Completed – a checkbox to indicate when the High Context analysis has been completed.
Incident Context section:
- Context of Incident – A field for the nature of the incident
- New Classification – Proposed new classification for the incident
- Suggested Cause – Proposed cause of the incident
- Suggested Remedy – Proposed remedy for the incident. A solution might be used instead of this field.
- Behavior Observed – A field to enter the behaviour observed. By default, this is 250 characters. A document can be attached or a long description added through configuration.
- Consequences of Observed Behavior – A field to enter the consequences of the behaviour, by default, 250 characters.
- Search Solutions
- Service Request
- MOC Request
- Work Order
- Risk Assessment
There is no Create Defect action, but this could be added through configuration.
- Incident Details
- Incident List
- Log of Work Related Injuries and Illnesses
- Summary of Work Related Injuries and Illnesses
- Injury and Illness Incident Report
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