> ## Documentation Index
> Fetch the complete documentation index at: https://help.rekkeh.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Understanding Incidents in Rekkeh

> Learn what incidents are in Rekkeh, how they differ from emergencies, and the lifecycle statuses from Open to Closed.

An incident in Rekkeh is any recorded event that needs review by your security team or estate administrator. Incidents capture observations, disputes, breaches, and other noteworthy occurrences so your staff can respond and document outcomes.

## Incident vs emergency alert

An incident report is a logged entry for review. An emergency alert is an urgent broadcast that triggers real-time notifications and an escalation workflow. Incidents may involve issues that are important but not actively dangerous; emergencies require immediate action.

## Incident vs accountability check

An incident documents a past or ongoing event. An accountability check is an active roll call broadcast to confirm staff or resident safety during an emergency. The two are separate workflows in Rekkeh.

## Where incidents are reported and reviewed

You can raise and review incidents across Rekkeh:

| App or dashboard | What you can do                                                         |
| ---------------- | ----------------------------------------------------------------------- |
| Member App       | Submit incident reports and view your submitted incidents               |
| Gate Ops         | Submit gate-specific incidents and view open incidents for your gate    |
| Estate Admin     | Review all incidents, change severity and status, and add private notes |

## Incident sources and categories

Incidents come from three sources and map into categories:

| Source        | Available incident types                                                                                               |
| ------------- | ---------------------------------------------------------------------------------------------------------------------- |
| Member App    | Security breach, Vehicle incident, Access dispute                                                                      |
| Gate Ops      | Suspicious visitor, Visitor denied, Security breach, Vehicle incident, Emergency, Plate mismatch, Manifest discrepancy |
| Admin-created | Any type (admin-defined)                                                                                               |

## Incident severity

Each incident has a severity level that guides how quickly it should be handled:

* **Low**: Minor issue, no immediate risk
* **Medium**: Moderate concern, follow up same day
* **High**: Significant risk or repeated issue
* **Critical**: Active threat or major breach

## Incident lifecycle

Incidents move through five statuses. The lifecycle helps teams assign work, track progress, and close the loop on every report.

| Status           | Meaning                                                          |
| ---------------- | ---------------------------------------------------------------- |
| **Open**         | New incident, not yet reviewed                                   |
| **Acknowledged** | A staff member has seen the incident and taken initial ownership |
| **In progress**  | Active investigation or remediation underway                     |
| **Resolved**     | The issue is addressed, but may need final sign-off              |
| **Closed**       | Finalized and archived                                           |

<Note>
  Only users with the appropriate role in the Estate Admin dashboard can change an incident status.
</Note>

## Best practices

* Use **High** or **Critical** severity only when there is real risk to people or property.
* Add clear descriptions and photos so anyone reviewing the incident can act without asking follow-up questions.
* Link gate incidents to active patrols when possible for a cleaner audit trail.