Let anyone at your venue report a hazard from the sign-up page — with photos, a video and a voice message — and triage every report in one queue.
Reports From the Public
Every sign-up page (the page a QR poster opens) can carry a second capability: Report an issue. Anyone who scans the poster — signed up or not — can describe a hazard, damage or behaviour that concerns them, and it lands in a Security Operations queue rather than in somebody's inbox. The reporter walks away with a reference like IR-7KQ4XN, chosen so it reads cleanly over a radio.
Reading the queue needs security_ops.view; triaging needs security_ops.manage. Report forms are built by anyone holding security_ops.manage or messaging.manage.
Building a Report Form
A report form is a reusable question set, attached to a sign-up link. Build one from the recipient-list screen, with a live preview of the real public page beside it. Every form has exactly one free-text "what happened" question; you can add a category chooser, a location question (with an optional one-tap GPS button), multiple choice, numbers and extra text questions — up to sixteen. Choose whether the reporter's name and contact details are never asked for, optional, or required.
A form that offers attachments opens short. Venues told us the page asked too much before anyone had said anything, so it now leads with the recorder, the photo picker and the video buttons, followed only by what a report cannot be sent without: the questions you marked required, the what happened box (which disappears once a recording replaces it), and a contact detail where you have made one mandatory. Every other question you wrote sits one tap away under Answer the full form instead, and nothing you marked required is ever hidden. Forms with no attachments enabled are unchanged — the questions are the form, so they all show.
Deleting a form never breaks a printed poster: the page quietly goes back to offering sign-up only. And every answer is stored with the question it was actually asked, so editing a form never rewrites past reports.
Photos, Video and Voice Messages
A form's Attachments panel adds three things to the public page. Photos — choose how many a reporter may attach, up to four. Video — offer one video of up to two minutes, recorded on the spot or chosen from the phone. Voice messages — pick the room recordings should land in, and the page gains a recorder: sometimes it is easier to say it than to type it. A recording can stand in for the written account entirely — a report needs the typed "what happened" answer or a voice message, never necessarily both, and a voice-only report shows the recording's summary in the queue. Attachments are only sent when the reporter taps Send report, and the page says so in as many words.
Voice — The clip arrives in your chosen room as a playable, transcribed message, and on the report itself with an automatic one-line summary for the queue.
Photos — Re-encoded on the reporter's own phone before upload, which strips any embedded location data. Visible only to Security Operations, on the report.
Video — Sent straight from the phone as recorded (up to 200 MB), with a progress bar and a Cancel. A web-friendly copy and a still frame are prepared within a few minutes; the original is kept as evidence exactly as sent. Visible only to Security Operations, on the report.
The two-minute rule is checked twice. The phone reads a video's length before anything uploads and refuses a longer clip with a plain message, so nobody spends their data allowance on a video that cannot be sent. The server reads it again once the file has arrived and removes a clip that is over — the report still lands, and it says the video was removed. Videos are re-encoded for playback after upload, not on the phone, which is why the phone's own footage is what Security Operations can download.
Use a dedicated TX Only room with transcription enabled — reporters' clips go in, only Security Operations listens, and ordinary room traffic stays out. Each recording is transcribed, which is billed as transcription time.
Triaging the Queue
Open Incidents → Issue Reports. Reports arrive newest first, and the tab badges the open count. A report moves through new → acknowledged → in progress → resolved (or dismissed), can be assigned to a person, and carries a running history of every change. Priority is set here, by you — never by the reporter, because a public form where anyone can assert urgent would sort the queue by confidence rather than risk.
Flagged audio — An amber chip on the row when the automatic review of a recording heard strong language, or something that may not be a genuine report. It is advisory: listen before acting on it.
The map — A reported coordinate opens on your own incident map, in a dialog, with the accuracy circle drawn.
Photos — Open in a gallery you can page through with the arrow keys.
Video — Plays inline and in the same gallery, with a still frame once the web-friendly copy is ready; Download original fetches the file exactly as the phone sent it. A clip that was over two minutes shows as removed.
Voice — Plays inline, with the summary above it and the full transcript underneath.
Reporter details are self-declared and unverified — the page is public and asks for no login. The queue says so next to them; treat a typed name as a claim, not an identity.
Every new report notifies whoever holds security_ops.manage (tenant admins as the fallback), with a link straight to the report.
Grouping Reports Into Issues
Twelve people report the same smoke and the queue shows twelve rows. An issue is the record you open to hold them: one title, one summary, one status and owner, with the reports kept underneath as the evidence. The Issue Reports view has two tabs — Reports, the inbound stream of what has not yet been grouped, and Issues, the things being worked. Grouping a report moves it out of the Reports stream and onto its issue; a line under the toolbar shows how many are grouped and brings them back if you need to see them. Issues have their own references, IS- followed by six characters, minted from the same radio-safe alphabet as reports.
Group from the queue — Tick reports and choose Group into new issue (the title, category, priority and location are prefilled from what you ticked, and every member can be unticked before you confirm) or Add to issue… to put them on an issue that already exists. The same bar acknowledges, assigns or dismisses the ticked reports together.
Suggestions — When a new report looks like an open issue — same category, close in place, close in time — its row carries a dashed Looks like IS-… chip with the reasons and an Add button. Open a report and it also shows the other ungrouped reports that look like it, with Group these N. These are suggestions: nothing is ever grouped without a person deciding.
Work the issue — Acknowledge, Start work, Resolve or Dismiss the issue and every report inside it that is still open moves with it (a report already further along is left alone; reopening moves none). Priority and assignee belong to the issue and do not touch the reports. Merge into another issue… moves every report across and dismisses the emptied issue with a note saying where they went.
Draft from reports — While editing an issue, the summary field can be drafted from the reports' own words and any voice-message summaries. Read it before saving — it is not the record until you save it.
The system suggests; you group. A wrong merge hides a second fire under the first. The chips say why they think two things are the same — the category, a distance, a time gap — so you can disagree, and a report whose position disagrees with an issue's is never suggested for it.
Escalating an Issue Into an Incident
When an issue becomes an incident, Escalate to incident on its card opens the same Declare launcher you would use from the phone or the Overview: the scenario you pick decides whether an alarm sounds, in which rooms, which SMS lists are texted and which checklist runs. The issue's title becomes the incident's, its reference and report count open the notes, and the issue is put on the incident in the same step. If an incident is already running, Attach to active incident puts the issue on it instead. An incident holds any number of issues; an issue belongs to at most one.
On the incident, the Reports tab shows its issues and lets you work them in place, lists ungrouped reports that look like them with a one-click add, and can attach another open issue. Their photos, videos and voice messages appear in the Media tab beside response-page media, their position fixes on the Map labelled by report reference, and every change — a report added, a status moved — on the Timeline as it happens. The incident's dossier and PDF export carry a Linked issues section: what the public told you, when, and what was done. Resolving the incident offers to resolve its open issues and their reports at the same time; untick that to leave them open.