Incident Management FAQs

This topic answers frequently asked questions on using the application. The questions and answers are intended for individuals who are performing both end-user actions and administrative-type actions in the application.

Incident Management puts an array of incident tracking tools in your hands, allowing you to capture and track multiple aspects of any issue or event. You can investigate ethics and compliance cases when an employee files a report of wrongdoing or when an anonymous report is submitted. What you can see and do in the application depends, in part, on the tier access your administrator assigns to you.

When you log into Incident Management you are taken directly to the application unless more than one NAVEX point solution exists. In that case, you will see the NAVEX One landing page where you may have access to other applications based upon your role, permissions, and responsibilities.

Note: Administrators have access to the NAVEX One platform Admin Settings.

New user profiles are created using the Admin Settings of NAVEX One. Once a new user profile has been created in NAVEX One, access can be given to the Incident Management application. See Adding a User in NAVEX One for more information.

A user is given access to Incident Management when an administrator assigns Application Access using the Manage User Access option in the Admin Settings of NAVEX One. Options can include permission to view and edit Synopsis Fields, allow access to Premium Analytics, Tier assignment, and more. See Provisioning a New User for detailed instructions.

To access the application directly, type [clientkey].navexone.com/incidents in your browser. To confirm your organization's clientkey, contact your System Administrator.

You can unlock a user's account by changing the Locked Out? field under User Settings in the User Manager > All Users option of the Admin Settings in NAVEX One. See Managing Users for detailed instructions.

When you submit a case using Digital Intake, the origin of the case is shown in the Intake Method field of the case. See Cases Overview for more information.

When a case is created in Incident Management a case number is automatically assigned. There are different methods for determining a case number. See Editing Case Numbers for more information.

Note: The method your organization uses was determined at implementation. If you have questions about your organizations settings, contact NAVEX Customer Support by submitting a request in the Community.

System-wide numbering

One set of chronological case numbers is assigned for all cases throughout the system.
Tier-specific numbering

Each tier uses its own set of case numbers.

If this option is selected, your organization must also use tier-specific custom identifier prefixes to ensure each case number in the system is unique.
Dynamic numbering

When a case moves to a new tier, the case number will increment to the next available number in that tier. If this setting is not enabled, the case number will not change even when the case moves to a different tier.

To see a list of your cases, click Assignments, and in the Assigned To column locate your name. You can narrow a long list of cases by applying a filter using the Change view list, select Cases, and then select your name in the Assignees list.

In addition to the default case views on your Home page, you can add a Summary - Assignee widget. This widget displays cases assigned to each assignee in a donut chart. You can also view a full report by clicking on the gear icon. For detailed instructions on adding widgets to your Home page, see Home Page Overview.

Problems and requests for assistance should be directed to your internal help desk. Administrators can contact NAVEX Customer Support by submitting a request in the Community.

Administrators are responsible for case and user access management within the IM application. Only users designated as Administrators can perform administrative tasks. There are System Administrators, Tier Administrators, and NAVEX One Platform Administrators.

The below table lists some of the specialized responsibilities of each administrator type.

Administrator Type Description
System Administrator

  • Accesses and manages all functions under the Admin menu.

    • Manages non-Admin User Details and User Templates within IM.

    • Assigns Tier Administrator status to users.

    • Assigns tier access for all users.

    • Assigns access levels for use in all tiers.

    • Adds and manages Notifications.

    • Manages Custom Fields, Case Templates, Dropdown Settings, Default Settings, Case Due Dates, and Priority Keywords.

    • Manages Task Types.

    • Accesses all Reports.
Tier Administrator

  • Adds existing users to tiers they administer.

  • Assigns and manages access levels for users in the tiers they administer.

  • Adds dropdown settings to the tiers they administer.

 
NAVEX One GRC Platform Administrator

  • Creates new user profiles using Admin Settings in Navex One.

  • Manages system-wide user provisioning and authentication/security settings.

  • Manages user imports and application access for all users.

  • Manages Compliance Hub Settings.

  • Manages Digital Intake settings, including the Theme Manager.

System Administrators can submit a request for a new tier. To add a new tier, contact NAVEX Customer Support by submitting a request in the Community.

When submitting an incident report, it is recommended that you write down your Report Key and password and store them safely, as resetting them is not an available option. If you have lost your Report Key and password, submit a new report summarizing the incident previously reported and note that you no longer have the previous Report Key and password.

NAVEX One Platform Administrators can access the EthicsPoint External REST-based API using the Integrations option in NAVEX One Admin Settings. See Accessing EthicsPoint API for detailed instructions. To obtain an API Client

A single user can be provided access to both Web Services SOAP API and External Rest-based API.

Note: External REST-based API can only be enabled for a single user in the system.

Incident Management provides the ability to view your case management system in multiple languages. System Administrators can submit a request to activate languages. To activate languages, contact NAVEX Customer Support by submitting a request in the Community.

NAVEX provides an FAQ with information about AI in NAVEX products, AI Technologies in Use, Data Protection and Compliance, and Responsible AI Use. To access this FAQ, clickAdmin > Case Admin > AI Features in your Incident Management system.