# Incident Management

Incident Management enables Org Admins to easily manage digital evidence and reporting. You can organize relevant video footage, append notes, and automatically generate incident reports. This helps you coordinate the investigation and document the findings and outcomes.

Use Incident Management to resolve incidents that occur on the organization's premises, such as trespassing, burglary, or slip-and-fall incidents.

***

## Incident management permissions

| Permission                                                     | Role                                                |
| -------------------------------------------------------------- | --------------------------------------------------- |
| Create an incident                                             | <p>Site Viewer</p><p>Site Admin</p><p>Org Admin</p> |
| View incidents they have created                               | <p>Site Viewer</p><p>Site Admin</p><p>Org Admin</p> |
| View all incidents, *including incidents they haven’t created* | Org Admin                                           |
| Assign the first owner to incidents                            | <p>Incident owner</p><p>Org Admin</p>               |
| Share an incident with a user                                  | <p>Incident owner</p><p>Org Admin</p>               |
| Remove or change ownership of an incident                      | <p>Incident owner</p><p>Org Admin</p>               |
| Delete an incident                                             | <p>Incident owner</p><p>Org Admin</p>               |
| Mark an incident as closed                                     | <p>Incident owner</p><p>Org Admin</p>               |

{% hint style="warning" %}
If certain roles have additional restrictions (such as not being able to share or download archives), they will apply to incident reports as well. See [Roles & Permissions Customization](https://help.verkada.com/verkada-cameras/getting-started/roles-and-permissions-for-cameras) for more information.
{% endhint %}

***

## Create a new incident

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents.**
{% endstep %}

{% step %}
**At the top, click Create New Incident.**

a. In the top left, a name is auto-generated in the format \[**DATE New Incident].** Click the name and change it if needed.\
b. In the **Summary** box, enter a brief description of the incident.
{% endstep %}
{% endstepper %}

***

## Add archives to an incident

#### Incident page

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents > your incident.**
{% endstep %}

{% step %}
**Under Videos, click Go to Archives.**

a. Click next to the archive you want to add.\
b. Select **Copy to Incident.**
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
You will see **Add another video** instead of **Go to Archives** after adding the first archive.
{% endhint %}

#### Archives page

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Archives.**

a. Click next to the archive you want to add.\
b. Select **Copy to Incident.**
{% endstep %}
{% endstepper %}

#### Add incident notes

You can add notes to archived clips to make tracking your investigation easier.

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents > your incident.**
{% endstep %}

{% step %}
**Under Videos, next to an archived clip, click Add note and enter your note.**
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
You will not see **Add note** if a note is already added. Click the text box with the existing note to edit.
{% endhint %}

***

## Review an incident

The **Summary** page for an incident lets you manage all its components in one place. At the top, in the Summary box, you can add a general description of the incident.

<div align="left" data-with-frame="true"><figure><img src="https://1795869993-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FylYKicREo6JpuOJH4teK%2Fuploads%2FhYc4jiHd4pxXGgGyMkKr%2FScreenshot%202026-03-05%20at%203.31.03%E2%80%AFPM.png?alt=media&#x26;token=4f93614f-51b1-40e4-8248-b2820e4a37fb" alt=""><figcaption></figcaption></figure></div>

### Timeline

The **Timeline** tab displays all the archives attached to the incident. This tab displays a comprehensive list of footage clips, archive duration, and notes.

### People

The **People** tab displays all the detected people from your archived clips. This makes it easy to quickly identify the individuals involved in the incident.

### Vehicles

The **Vehicles** tab displays all the detected vehicles from your archived clips. This makes it easy to quickly identify the vehicles involved in the incident.

{% hint style="danger" %}
If you remove a person or vehicle hyperzoom from an incident, it only removes that person or vehicle from the incident. It **does not** remove it from Command and will still be accessible under the camera’s analytics.
{% endhint %}

### Activity log

The **Activity Log** tab displays a comprehensive audit log of views, edits, and downloads, giving your organization full visibility into user org actions.

***

## Share an incident

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents > your incident.**
{% endstep %}

{% step %}
**In the top right, click Share.**

a. Enter the name, email, or group to share with.\
b. In the drop-down, select the role for the user.

* **Editor** - allows you to view all archived clips, annotate archives, share archives with assigned people, copy archives to an incident, view hyperzooms, and edit incident reports.
* **View Only** - allows a user to view all assets associated with the shared incident, such as archives or hyper zooms.
  {% endstep %}

{% step %}
**Click Done.**
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
External users can only be granted *View Only* permissions. They **cannot** edit an incident.
{% endhint %}

***

## Download relevant files

You can package and download all relevant files and information into a ZIP file for record-keeping or to share with external personnel, such as law enforcement or insurance providers.

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents > your incident.**
{% endstep %}

{% step %}
**In the top right, click > Download Incident.**
{% endstep %}

{% step %}
**On the Download Incident dialog, check the items you want to download:**

* **Incident Detail PDF**
* **Videos**
* **Activity Log**
  {% endstep %}

{% step %}
**Click Download. Your files will download to your designated folder as a ZIP file.**
{% endstep %}
{% endstepper %}

***

## Change incident status

You can close the incident and refer back to it anytime from the **Incident Management** page once you complete your investigation. You can also reactivate an incident if more information needs to be added. All incidents and their contents are retained indefinitely.

#### Mark closed

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents > your incident.**
{% endstep %}

{% step %}
**In the top right, click > Mark Incident Closed.**
{% endstep %}
{% endstepper %}

### Mark active

{% stepper %}
{% step %}
**In Verkada Command, go to All Products > Cameras.**
{% endstep %}

{% step %}
**On the left panel, click Incidents > your incident.**
{% endstep %}

{% step %}
**In the top right, click > Mark Incident Active.**
{% endstep %}
{% endstepper %}

***

{% hint style="info" %}
**Prefer to see it in action?** Check out the [video tutorial](https://www.youtube.com/watch?v=UrZNzxUpNzI).
{% endhint %}