Report an incident

Record damage, a breakdown, a loss or a theft with «New incident», from a resource's «Lost and damaged» tab or straight from a return.

People with the «Lost and damaged» permission in edit mode. With view mode you can open incidents and repair tickets, but not change them.

Maintenance is the «Incident and repair management» add-on, billed per user, with a 30-day free trial. Without it, «Maintenance» doesn't appear in the sidebar.

When something breaks, gets lost or is stolen, the first thing to do is write it down where everyone can see it. An records the problem with the resource, the order where it happened and who's dealing with it, so the damage doesn't get forgotten until the next job.

Before you start

Know what the problem is about. The says what kind of resource it is, and it can't be changed once the incident exists:

Scope	Use it for
«Bulk»	Equipment you track by quantity, like the chairs. You can narrow it to a variant and a warehouse.
«Serial number»	One specific unit, like one of the tents.
«Space»	A space you rent out.
«Transport»	A vehicle.
«Custom»	A problem with nothing from your catalog.

A person is never the affected resource. Assigning someone as an owner doesn't record a leave.

The «New incident» window with the title «Cracked lens on two uplights» and a description. In the options bar, the scope pill reads «Custom» and its list is open: «Bulk», «Serial number», «Space», «Transport» and «Custom», with «Custom» ticked. — The scope is a pill in the options bar, and it starts as «Custom».

Report the torn tent

One of the Landmark Venues tents came back with a torn side panel. Let's record it.

Open the form Go to «Maintenance» → «Lost and damaged» and click «New incident».
Give it a title Type "Torn side panel". It's required, up to 100 characters. Add a description if it helps.
Choose the scope and the resource Pick «Serial number» and the tent's unit.
Classify it In the options bar, set the type to «Damage», the priority and the severity («Low» or «High»).
Assign owners and the project Choose who handles it. Leave the status as «Open», or pick «Draft» or «Waiting».
Add the extras you need In the form's extra options, set a «Due date», an «Estimated cost», or a reminder.
Attach evidence Use the paperclip to add photos of the tear.
Create it Click «Create incident».

The «New incident» window filled in for two uplights with a cracked lens. Under the title and the description, the options bar shows «2 affected», «Open», «Damage», «Priority», «Low» and the item «Battery-Powered LE…» with an ✕, then «Assign responsible users (optional)», «Project» and «⋯». At the bottom, the paperclip, the «Create more» switch and «Create incident». — The options bar holds the status, type, priority, severity and resource; «⋯» opens the extras.

Types are «Damage», «Loss», malfunction, cosmetic, «Theft» and «Custom». Priority goes from urgent to low, with «No priority» as the default.

What Filmo does when you create it

Gives it an identifier like «INC-2026-00001».
If you turned on «Blocks availability» for a unit with a serial number, deactivates that unit in your inventory so it can't be booked.
If you set a reminder, adds a task to the Calendar on that date and time, linked to the incident and not assigned to anyone.
Notifies the owners you assigned, except yourself.
Uploads the evidence. If the upload fails, the incident is still created and Filmo tells you.

To record several problems in a row, turn on «Create more»: the form clears after each one.

What happens next

Without a block, the tent can still be booked. Turn it on if it can't go out. See Block damaged equipment so it can't be booked.
Move the status along as the repair progresses. See Follow up an incident.
When you know what the repair costs, put it on a repair ticket. See Create a repair ticket.

Other ways to do it

From a resource's «Lost and damaged» tab

Open the item, unit, space or vehicle, go to its «Lost and damaged» tab and create the incident there. The resource is already filled in.

Create incidents for damage found on return

When you check in the return, you mark each line's condition. Lines marked «Incident» or «Lost» become alerts, and when you finish the return Filmo offers «Create incidents». See Return and check in equipment.

Click «Create incidents» It appears in the dialog that finishes the return, with the alerts.
Review each prepared incident There's one per line, already filled in.
Create them Click «Create incident» on each one, then «Finish».

Each incident comes prefilled: the title is the equipment followed by "Lost and damaged" or "Lost", the type is «Damage» or «Loss», the severity is «Low» or «High», the status is «Open», the quantity is the returned quantity, and the order is set. For the chairs, change the quantity from 120 to the 2 that broke.

Warning: Incidents created from a return don't block anything. If the equipment can't go out again, turn on «Blocks availability» on each incident afterwards.

If you leave alerts unconverted, Filmo asks «You have N unmanaged alerts, continue anyway?». An alert you don't convert isn't recorded anywhere. A bulk return never creates incidents: use the return page when something came back damaged.

Reported by the client

If your portal allows it, the client can report damage on equipment from one of their orders in the . It arrives as «Draft», without a block and already visible to them. Review it and move it to «Open».

With NEO

Ask NEO to record an incident: it opens the form already filled in for you to confirm.

If you see an error

What you see	What to do
«Create incident» stays greyed out	Fill in the title and the resource, and the variant or warehouse if the form asks for them.
This item is serialized. Select it from the serial number scope.	You chose «Bulk» for equipment with serial numbers. Switch to «Serial number».
affectedQuantity es obligatorio para incidencias bulk bloqueantes… (in Spanish)	You're blocking a bulk item without a quantity. Enter «Affected quantity».
Cannot block availability because there are future reservations	Create it without blocking, or free the reservations first. See Fix "Cannot block availability…".

Frequently asked questions

Still stuck? Contact support