You can configure incidents, eg: a failed delivery of pickup that can be used on orders or trips. This will record an incident specifically associated to a stop.
Navigate to RATES > Order input
Left-hand menu: Stop Options - Click on 'Incidents'
Click on 'New incidents' to add a new option & complete the details under 'General Info'.
Select which stops the incident can be used on
Set customers that can view incidents via Customer Portal (All / Selected customers only)
Set Stop action on recording incident, options include:
Block execution - can't be replanned and moved to Blocked status
Don't replan - No further action, but available To Plan
Retry Collection / Delivery - Reschedule stop.
Set question path (option) if using the Qargo mobile app and specific steps/information is required.
If charges apply, add charge template that can be applied to specific rate cards
Link specific rate card to the transport service as required.
Ensure that the incident is set to "Active" against the transport service, in the configuration settings. This will make it visible in the dropdown menu when adding an incident.
Select the PRIMARY ACTION that is required once an incident is recorded. Options include:
Block execution: The order will be blocked and no further planning activity will be available. The order will move under the 'BLOCKED' tab in Orders.
Cancel consignment (Collect): Consignment is cancelled. The order status updates depending on the consignments on the order (Planned, In Transit, Delivered).
Don't replan: The order incident will be recorded, but the order status will not update.
Retry Collect / Delivery: This option will record the stop as an incident and create a new To Plan status on the order. For delivery a default hub location must be specified for the re-delivery. This will be where the freight onboard will be rescheduled to ship from for the next trip.
Return to collection location (Delivery): The consignment will be replanned. A default hub location must be specified for the re-delivery. This will be where the freight onboard will be rescheduled to ship from for the next trip.
If a Retry / Return option is selected, the hub location will show when recording the incident. This can be updated to an alternative location if necessary.
Once the configurations are saved, you can select those incidents on orders and trips.
Configuring & viewing incidents in Customer Portal
Where enabled, customers can view stop incidents in the portal:
Viewing can be enabled to ALL customers or specific customers only.
Each incident can be configured uniquely to show or not to the customer
What Changes on the Customer Portal
When an incident is logged and visible to the customer, users will see the same Incident indicator icon and a summary, when hovering over the icon.
For a customer who is not allowed to see an incident type, it no longer appears anywhere on the portal:
The incident indicator next to the order name in the order list.
The incident indicator in the order detail header.
The Incident label in the execution section of the order detail.
The related incident columns available under Customise.
Internal recording is unchanged - incidents are still logged as before, and only the portal visibility changes.
Troubleshooting
Issue | Resolution |
An incident still shows on the portal | Confirm the customer is excluded from Customers who can see this incident on that incident type. |
The setting cannot be edited | Super Admin access is required to edit incident types. |
Incidents need hiding on the subcontractor portal | This feature covers the Customer Portal only. Subcontractor portal visibility is tracked separately. |