This page lists the three kinds of incident, the outcomes that close one, and what each choice does. You report an incident with Report Incident in a copy's menu. You close it with Resolve on the copy, or with Resolve incident on the Open incident card.
Also called: loss report, theft report, damage report, lost key.
You choose the type under Incident type when you report the incident.
Type | The copy | The person who held it | Connected locking system | |
|---|---|---|---|---|
Lost | reads Lost | Their access through this copy is blocked. The key's People tab lists them under Held before with Reported lost. | is told at once: SALTO cancels the key, dormakaba MATRIX revokes the person's credential, ASSA ABLOY eCLIQ declares the key lost, Interflex blocks the badge. | Key reported lost, at once, to everyone with the Security Monitor role |
Stolen | reads Stolen | Their access through this copy is blocked, outcome Reported stolen. | is told nothing. The credential keeps opening doors there until it is blocked in that system. | none |
Damaged | reads Defect | Their access through this copy is blocked, outcome Returned, defect. | is told nothing. | no email |
For every type:
The copy is blocked for any assignment until the incident is closed. Its button reads Resolve.
The credential's details panel carries the Open incident card, headed Reported Lost, Reported Damaged or Reported Stolen.
The Audit Log records the report with its type.
For a defect copy with no replacement linked, the menu offers Link Replacement, to name the copy that replaces it.
How to report an incident is on Report a lost, stolen or damaged key or card.
Status | What it means | Where it shows |
|---|---|---|
Open | Reported and not closed. | The Open incident card, and Resolve on the copy |
Resolved | Closed as False report or Found / Recovered. | The card goes, and the copy shows its state again. |
Archived | Closed as Not recoverable. | The Archived (terminal record) card, with the outcome as a badge |
Under Reports, Credentials with Reported Incidents filters on these three statuses and on the type.
Outcome | When | The copy afterwards | Connected locking system |
|---|---|---|---|
False report | The incident was reported in error. | in the state it had before the report, with the same person | Nothing is sent. |
Found / Recovered, assigned back to the previous holder | The key has turned up and stays with the person. | in the state it had before the report, with the same person | Nothing is sent here either. |
Found / Recovered with Release (mark as available) | The key has turned up and goes back into stock. | In stock, with no holder | If the copy had a holder, the assignment ends as on a return, and the system is told as on a return. ASSA ABLOY eCLIQ keeps a key reported lost booked as lost. |
Not recoverable with Confirmed lost, Confirmed stolen or Destroyed | The key is gone for good. | Archived, with the reason as its badge: Lost, Stolen or Destroyed | No message goes out. |
With every outcome the Open incident card goes, and the Audit Log records the outcome, for a destruction with the certificate number. No email goes out when an incident is closed. The steps are on Close out an incident, and what each copy state means on Key, copy and card states.
The outcome Destroyed asks for a Destruction record with three entries:
Certificate number, 100 characters at most.
Destroyed on, a day between the date of the incident and today. That day counts as the day of archiving.
Proof file, the certificate as PDF, PNG, JPEG or WebP, 20 MB at most.
The proof stays with the copy. View proof in the copy's menu opens it for the Organisation Admin, Access Manager and Security Monitor roles.
Report: Organisation Admin, Access Manager, Credential Manager.
Close: Organisation Admin and Access Manager. For a Credential Manager, Resolve incident is disabled.
View incidents: the Security Monitor as well.
The roles in detail are on Roles and permissions.
At most one incident is open per credential. A copy with an open incident and an archived copy do not offer Report Incident.
A report applies to one copy, not to the whole key.
The outcome may differ from the reported type. A key reported lost can end as Confirmed stolen, a key reported stolen as Found / Recovered.
Confirmed lost and Confirmed stolen lead to the same result. The difference is kept in the record.
A copy can be assigned back only to a person who is still active in your records. Otherwise Release (mark as available) remains.
Archived is final. If the key turns up later, this record does not help.
When a connected locking system has blocked a key or card reported lost, the block stays there if the incident closes as False report or the copy goes back to the previous holder. Lift the block in the locking system itself, or the credential opens no door there.
Edit incident on the card changes only the reference. Type, date and description stay as reported.
An incident opens no door and closes none. On a mechanical master key system the reported key keeps turning.
