Overview

Corrective actions track follow-up work from incidents, audits and hazards. Each action has one owner, and the Actions page lists every action you can see. An incident action ends when someone verifies it. Other actions end when they're resolved.

Steps

1. Raise the action
   • On an incident, click + Add Action in Step 8: Corrective & Preventive Actions. On an audit, it's on the Actions tab. Otherwise, click + New Action on the Actions page.
   • Enter a Title, choose an Owner (anyone in your company) and a Due date, then click Create action.
2. Enter several incident actions at once
   • Set Status on save to the state the work is in. Finished work can go straight in as Complete.
   • Click Save and add another to keep the owner, due date and settings for the next one, then Done.
3. Start the work
   • The owner opens the action from the Actions page, the clipboard icon in the top bar, or their email, and clicks Start Action.
4. Finish an incident action
   • The owner clicks Mark Complete and attaches proof: Add evidence on the incident, or Evidence in the action on the Actions page.
   • Someone with edit access to incidents then clicks Verify Action and confirms. The action locks.
5. Finish any other action
   • Tick off its checklist, if it has one. Once every item is ticked, the action moves to In Review if it has a reviewer, or Resolved if not.
   • Or click Send for Review, check the Reviewer is the person who should sign off, and click Send for review. The reviewer then clicks Mark as Resolved.
6. Correct a status if you need to
   • If you can raise actions, open one on the Actions page and click Change status…. A move outside the normal order needs a note.
   • History in the same window shows each change, who made it and when.

Troubleshooting

• I don't see + New Action or + Add Action → Raising an action needs edit access to audits, risks, documents or tasks, and incident actions also need edit access to incidents. Ask your Company Administrator.
• The owner can start an incident action but can't edit or verify it → That's expected when the owner doesn't have edit access to incidents. They can still start it, mark it complete and attach evidence. Someone with that access edits or verifies it.
• There's no Mark as Resolved button → The action has a named reviewer, so it's theirs to resolve. A company administrator can step in if the reviewer is away.
• A resolved action went back to In Progress → Someone unticked a checklist item or added a new one. Tick the outstanding items to move it on again.

FAQs

Who gets notified about an action?
The owner gets an email and a bell notice when an action is assigned to them, unless they assigned it themselves or it was saved as Complete. When an incident action is marked complete, the person who raised it is told it's ready to verify. For other actions, the reviewer hears when it's sent for review, and the person who raised it hears when it's resolved.

When do I choose the reviewer?
When you click Send for Review. The dialog suggests the person who raised the action. Change it if someone else should sign off, or choose Nobody in particular so anyone involved can resolve it.

Where do I find the actions assigned to me?
Under Assigned to me on the Actions page, or under My Actions from the clipboard icon in the top bar.

Can I assign an action to a service provider?
No. Owners are people in your own company.