A key has gone missing or been stolen, and whoever had it tells the key desk. A card runs the same way. A Credential Manager, Access Manager or Organisation Admin reports the incident, the Security Monitor checks what the key opens, and an Access Manager or Organisation Admin closes it. Everything starts at the copy, on the key's Copies tab or in the Access Credentials list.
Each step names the role that acts.
Only the report blocks the copy in portierX.
A Credential Manager, Access Manager or Organisation Admin reports the copy or card as lost or stolen with Report Incident in its menu (Report a lost, stolen or damaged key or card).
portierX blocks it at once and passes only a loss to a connected access control system. A stolen card or key is blocked there by whoever runs that system (Incident types and outcomes).
What the key opens decides whether cylinders change.
The Security Monitor, emailed for a loss, reads on the key's Spaces and Access points tabs which spaces and doors it opens (Find a key and read its page).
For a master key, an Organisation Admin or Access Manager reads in the locking plan how far it reaches in the master key system (Read your locking plan).
If the person still needs the access, they receive another copy of the same key.
If no copy is in stock, an Organisation Admin adds one on the Copies tab (Manage a key's copies).
A Credential Manager, Access Manager or Organisation Admin issues a copy to the person with Issue, and the person confirms receipt (Give a person access).
If the key needs approval, the copy is handed over only after the yes. For a marked master key, the owner of its master key system decides (When access needs approval).
Close the incident once it is clear what happened to the key.
An Access Manager or Organisation Admin closes the incident with Resolve on the copy, as found or as not recoverable (Close out an incident).
If a connected access control system blocked the lost key and the key goes back to the same person, whoever runs that system lifts the block there (Incident types and outcomes).
The reported copy carries no open incident, and Resolve no longer shows on it.
A stolen card or key is blocked in the connected access control system too.
The Security Monitor knows which spaces and doors the key opens, and the decision on the cylinders is made.
If the person needed a replacement, they hold another copy and its receipt is confirmed.
The reported copy is issued or in stock again, or shows its reason, Lost, Stolen or Destroyed.
Under Reports, Credentials with Reported Incidents shows the incident with its outcome.
