Walkthrough Incident Registration

This example is based on a NAV Food W1 demo database and the Incident Registration setup data provided in the RapidStart packages provided with the release. The functionality is only available on a NAV 2018CU4 release and higher.

1. Registering the incident

The first step is to start the incident search page.

  • In the menu go to Q/C & Compliance, Quality Control and under Tasks select Incident Search.
  • In the Find What field under Search, enter a known posted receipt number (e.g. PR000035). The system will now look for any source record with that value and list it in the space below it. It is also possible to enter an item number or a lot number as initial search parameters, but the search will take longer and the results will be numerous.
  • The results shown are for both the Receipt Header (1 record) and the Receipt lines (multiple records). It is therefore necessary to execute an additional search for an item (e.g. P1780). Under the Result Set caption, enter P1780 in the Find What field. The result is a single line found.
  • In the ribbon, select the "Create Incident" button and confirm that you want to create a new incident. Note that the Incident Entries Confirm page is pre-filled with as much data as available: The Source document, the Incident Classification, the status and in the Source Details tab all information available as defined in the Incident Search setup.
  • Lookup and enter an Incident Reason Code and enter the appropriate comment of why the incident was raised.
  • Now select OK and observe the Incident Search page with the found record, but now in the Incident Entries tab, a new line is visible.
  • Hit OK to close the Incident Search Page.

2. Managing the incident

  • Open the Incident Entry List and search for the record you just created. Select it and choose the Edit button in the ribbon.
  • Select a Sales person Code and confirm that all additional data from the Receipt Line has been added. The field Additional Description should contain your comment. Set the status to "Assigned".
  • In the ribbon, select the "Create To-Do" button and observe the creation of a To-Do. This interaction in the CRM-part of NAV Food is not going to be part of the training, but be aware of it's possibilities.
  • Set the status to "In-Progress".

3. Resolving the incident

  • In the ribbon, select the "Create Resolution" button. Confirm the question with Yes and enter a resolution comment.
  • Now select OK. Observe the line in the Incident resolution Entries tab of the Incident Entry Page.
  • In the Incident Resolution Entries tab, select the line and select the Edit button. The Incident Resolution Page opens with additional details about the resolution.
  • Enter a resolution code and set the Active Boolean to Yes. Confirm with OK.
  • Close the page and set the status of the Incident to "To be Approved".

4. Closing the incident

  • Try to set the status to "finished" and observe the error-message.
  • You first need to accept the resolution by selecting the "Accept Resolution" button in the ribbon. When you do this, the Accept-boolean on the active Incident Resolution Line is now set to yes.
  • Now set the status of the incident to "finished" and observe that the active resolution line now has "Accepted" set to yes.
  • Close the Incident Entry page and observe the status of the incident in the list page.

5. Additional steps to take

The main process of Incident Registration is covered by this walkthrough. It is now possible to extend the functionality by: Adding multiple resolution entries where only one is valid and active Creating multiple incident entries on the same source record Adding external documents through the record link on the Incident Entry Page Using the "Advcanced Search" button on the Incident Search Page to set your own filters looking for a source record