Incident handling

When a driver runs into a problem (vehicle breakdown, accident, traffic, customer absent...), they report from the mobile app. The Dispatcher resolves it from the web.

Updating screenshot

This section needs a real incident dataset to demo — screenshots will be added after a driver tests reporting one.

Incident report flow

Driver hits a problem
       ↓
Open app → "Report incident" → choose type + photo + note
       ↓
Backend creates Incident record + push notification to Dispatcher
       ↓
Dispatcher resolves → closes the incident

Incident types

The driver app supports 6 types:

Type	When to use
🚗 Vehicle issue	Engine failure, blown tire, out of gas
🚦 Traffic jam	Heavy congestion impacting ETA
📍 Wrong address	Can't find the delivery point
🚫 Customer refused	Customer won't accept the goods
👤 Customer absent	Arrived but nobody answered
⚠️ Other	Other cause + description

Each incident can include up to 3 photos (broken vehicle, customer signboard, scene...).

View incidents on web

Incidents appear in two places:

1. Live monitoring page — popup alert + red marker on vehicle
2. Sidebar > Admin > Incidents (if module enabled) — historical list

Resolve an incident

Click an incident → detail modal:

Information shown

• Incident type + occurrence time
• Driver's description
• Attached photos
• GPS location when reported
• Active trip + related stop

4 Dispatcher actions

1. Contact the driver

• Click the phone number to call
• Or send an in-app message (💬 icon)

2. Reroute

For serious incidents (vehicle disabled):

• Open the Planning page → select the relevant date
• Unlock the trip (Admin permission)
• Drag remaining undelivered orders to another standby vehicle

3. Mark stop as failed

For "customer absent / refused":

• Close that stop with status FAILED
• Note the reason for reporting

4. Close incident

• After resolution, click "Close incident"
• Enter a resolution note (e.g. "Dispatched replacement vehicle at 14:30")
• Status moves: OPEN → RESOLVED

Incident report

The Reports > Incidents page (optional module) shows:

• Incident count in period
• % of trips with incidents
• Most common incident type
• Driver with most incidents

Use it to improve: vehicle maintenance, driver training, customer negotiation.

FAQ

Q: What if the driver reports the wrong incident? A: Dispatcher can close it with note "false alarm". The incident remains in audit log but doesn't count in reports.

Q: What if the Dispatcher isn't online? A: Notification also goes to the IT Admin of the org + persists in DB. Incident stays OPEN until someone resolves it.

Q: Can the driver continue after reporting? A: Yes. Reporting does not lock the app — the driver continues delivering other stops if the vehicle can still drive.

Next

• Live monitoring — Where incidents are first detected
• Transportation reports — Incident KPI rollups