In caseit user_manual_v_1_1

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In caseit user_manual_v_1_1

  1. 1. Complete user descriptionBraathens IT Solutions AS Ver: 1.3 28oct2012 p:1
  2. 2. Table of Contents1. CONTEXT .................................................................................................................................. 42. INTRODUCTION TO INCASEIT ................................................................................................... 4 2.1 COLLECTED INFORMATION ............................................................................................................... 4 2.2 ALERT FUNCTIONALITY ..................................................................................................................... 4 2.3 TRAINING AND EXERCISE .................................................................................................................. 4 2.4 ROLES ........................................................................................................................................... 4 2.5 EMERGENCY RESPONSE PROCESS ARCHITECTURE .................................................................................. 5 2.6 LOGOUT ........................................................................................................................................ 53. FUNCTIONAL SPECIFICATIONS .................................................................................................. 6 3.1 HOW TO START INCASEIT ............................................................................................................... 6 3.2 INCIDENT SELECTION ....................................................................................................................... 7 3.3 EMERGENCY RESPONSE PLAN (EDIT / REPORT)..................................................................................... 7 3.4 COMMUNICATIONS TESTS ................................................................................................................ 7 3.5 NEW EMERGENCY SITUATION ............................................................................................................ 8 3.5.1 Select role ............................................................................................................................. 8 3.5.2 Register new emergency situation in INCASEIT ................................................................... 8 3.5.3 Send SMS/voice alert to Main Alert List. .............................................................................. 8 3.5.4 Authentication, timezone, deselction of alert list ................................................................ 9 3.6 SELECT EMERGENCY SITUATION ......................................................................................................... 9 3.7 SELECTING ROLES ............................................................................................................................ 9 3.8 DASHBOARD .................................................................................................................................. 9 3.8.1 Dashboard .......................................................................................................................... 10 3.8.2 Executive view .................................................................................................................... 10 3.9 TASKS ......................................................................................................................................... 10 3.9.1 Task overview..................................................................................................................... 10 3.9.2 Search filters ...................................................................................................................... 11 3.9.3 Task description ................................................................................................................. 11 3.10 ISSUES ...................................................................................................................................... 13 3.10.1 Create new issue .............................................................................................................. 13 3.11 ORGANIZATION .......................................................................................................................... 13 3.11.1 View existing Org roles with assigned persons ................................................................ 13 3.11.2 Create new Roles ............................................................................................................. 14 3.11.3 Delete old Roles. .............................................................................................................. 14 3.11.4 Assign new or existing users to Roles. ............................................................................. 14 3.11.5 Person, Create/edit .......................................................................................................... 15 3.12 MESSAGES ................................................................................................................................ 16 3.12.1 Message overview ........................................................................................................... 16 3.12.2 New message ................................................................................................................... 17 3.12.3 Message groups ............................................................................................................... 17 3.12.4 Message groups details and edit persons in message groups. ........................................ 17 3.12.5 Reply to a message .......................................................................................................... 18 3.12.6 Message detail ................................................................................................................. 18 3.12.7 Conference call status ...................................................................................................... 19 3.13 MEDIA HANDLING....................................................................................................................... 19 3.13.1 Press handling .................................................................................................................. 19 3.13.2 Press releases ................................................................................................................... 20 3.13.3 Web Media handling – dark site ...................................................................................... 20 3.13.4 Facebook Media handling – dark site .............................................................................. 21 3.13.5 Library: Documents, Image, Video, reference and links library ....................................... 21 FIG. 3.13.5C LIBRARY OVERVIEW.............................................................................................................. 22 3.14 INVOLVED PERSONS .................................................................................................................... 22Braathens IT Solutions AS Ver: 1.3 28oct2012 p:2
  3. 3. 3.14.1 Related persons - Callers .................................................................................................. 22 3.14.2 Directly involved persons ................................................................................................. 23 3.15 ADMINISTRATION OF INCIDENTS.................................................................................................... 24 3.15.1 How to archive an incident .............................................................................................. 24 3.15.2 View all archived incidents (and open it again) ............................................................... 244. THE EMERGENCY RESPONSE PLAN, THE “TEMPLATE” ............................................................. 26 4.1 SET UP THE A NEW EMERGENCY RESPONCE ORGANIZATION. THE “ER-PLAN” ......................................... 26 4.2 SET UP THE ER-TEAM, THE PLANNED ORGANIZATION .......................................................................... 27 4.2.1 Adding/Changing users to the team .................................................................................. 27 4.2.2 Administer the Roles .......................................................................................................... 27 4.2.3 Users planned as part of the ER team................................................................................ 27 4.2.4 Scenarios ............................................................................................................................ 28 4.2.5 Planned tasks ..................................................................................................................... 29 4.2.6 Create new planned task ................................................................................................... 29 4.2.7 Intro text ............................................................................................................................ 295. OTHER SPECIFICATIONS.......................................................................................................... 30 5.1 ROBUSTNESS ................................................................................................................................ 30 5.1.1 Validation ........................................................................................................................... 30 5.1.2 Mandatory fields ................................................................................................................ 30 5.1.3 User rights .......................................................................................................................... 30 5.1.4 Miscellaneous .................................................................................................................... 30 5.1.5 Cloud version (INCASEIT Standard and Plus)...................................................................... 30 5.1.6 Installed version (INCASEIT Enterprise) .............................................................................. 30 5.2 PERMISSION MANAGEMENT ........................................................................................................... 30 5.3 COMMUNICATIONS ....................................................................................................................... 31 5.3.1 Default version (INCASEIT Standard) ................................................................................. 31 5.3.2 Upgraded version (INCASEIT Plus) ..................................................................................... 31 5.3.3 INCASEIT Enterprise ........................................................................................................... 31 5.3.4 Email to and from INCASEIT ............................................................................................... 31 5.3.5 Conference calls ................................................................................................................. 32 5.4 LIST SORTING ............................................................................................................................... 32 5.5 CONFIGURABLE USER INTERFACE ..................................................................................................... 326. GLOSSARY .............................................................................................................................. 32Braathens IT Solutions AS Ver: 1.3 28oct2012 p:3
  4. 4. 1. ContextThe system INCASEIT is owned by Braathens IT Solutions AS.INCASEIT in current version (release 1.0) is planned upgraded with new functionality. This documentwill describe both existing and new functionality. Planned functionality that is not yet developed isoutlined in green color.2. Introduction to INCASEITThe system INCASEIT has functionality such as: Keeping an updated Emergency Response Plan available online Text and voice alert and communications with members of ERO in 3 channels Coordinate the response, and adapt the ERO and management to the situation at hand High degree of automatic logging functionality Follow up persons involved Media response Training and exercise2.1 Collected InformationIn a crisis situation the ER organization (ERO) will register crises related information in one system.Everything that is coordinated and communicated through INCASEIT is automatically logged in thesystem and requires no further manual log-entries.Information that will be registered: Crisis data, alert time and alerted phones and emails Complete emergency log, automated logitems and manual inputs Tasks, issues and checklist items with notes. Organization changes All communication activity email, text to voice, conference calls and SMS including replies Information regarding missing persons, involved persons and Next Of Kin.. Press releases. Web and Social media handlingWith all information in one system the organization has easy access to relevant and updatedinformation during the situation. When the crisis is over, all information regarding an incidence willbe stored in an archive. This will allow the organization the chance to review this information ifneeded at a later time.2.2 Alert functionalityINCASEIT has built in functionality letting users interact with the system via SMS, text to voicefunctionality and email. An ERO can be adapted to the current situation on short notice with fullvisibility of who can attend or not.2.3 Training and exerciseThe system has training and exercise functionality where exercises can be carried out in a safeenvironment, logged and used for training purposes. Highlevel reports of the plan vs. the situationafter an incident/exercise can be generated as learning aids.2.4 RolesINCASEIT is designed around Roles. Each specific role will have tasks attached. Tasks can be ofchecklist type. Additional tasks can be allocated as the situation dictates.More than one person can be assigned to each role and persons can be assigned multiple roles.When the user logs on to INCASEIT, the system must know what different roles he is allowed tomaintain in the ERO-organization. If the user has more than one active role, he will see allrepresented roles tasks and responsibilities.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:4
  5. 5. 2.5 Emergency response Process architectureThe IT system is built upon years with exercise and real handling of emergencies. Best practiceprocess flow has been pinned out in many cases, but as environmental issues, geo and political issuesvaries, INCASEIT has been designed in a flexible and very user customable way. INCASEIT follows ageneral process flow as shown under, the various tasks and subtasks must be defined by eachcustomer. Fig. 2.5 Emergency response Process architecture. Scenarios andTasks will be supported in Steg 2.2.6 LogoutLogging out of the system also de-assigns you i.a.w. your assigned roles. The system will logout auser automatically if inactive for more than a predefined time. This applies in particular to IPads orother devices that frequently goes into sleep mode and by then drops the secure connection.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:5
  6. 6. 3. Functional SpecificationsThis chapter will give a complete survey of the functionality in INCASEIT. The chapter will try tofollow the same succession as in a real crisis to make it easier for users not familiar with the systemto follow.All illustrations are for demonstration purposes only and do not place any restrictions on thesolution.INCASEIT is a “Cloud” based IT system. By this we mean that no IT infrastructure will have to beinstalled at any customer. No hardware, no servers, no software installations. The only preconditionis access to internet. The system runs over an encrypted line. All traffic is then handled as secureinformation.INCASEIT communicates with the team in 3 channels globally: 1. SMS to mobile phones. Multiple replies accepted in free text . 2. Text to voice. Autoconverted text to chosen language. Communicated as voice to any telephone. Single response with phone keys 1-9. 3. Email. Multiple replies accepted in free text.Note:Since INCASEIT needs a login verification code to be accessed. This is sent by the system itself to theusers primary mobile phone as a SMS, only persons already stored in the system with necessarydetails can log into INCASEIT. If you have no access details or have forgotten your username, changedyour mobile phone or email: Contact your “Emergency Response Manager”.3.1 How to start INCASEIT 1. Access the Internet 2. Type in the correct url (e.g. https://incaseit.net/ ) 3. Log on with username. Fig. 3.1.1. Form for entering access details 4. Confirm login with the received code (SMS/email). 5. If a static password is required by your ER organization, you will be asked for it here. Fig. 3.1.2. Form for entering access verification code and static password (option).Braathens IT Solutions AS Ver: 1.3 28oct2012 p:6
  7. 7. 6. If you have responsibilities in more than one Emergency Organization, choose one of the emergency organizations by selecting the name of the emergency response organization. If you are associated with more than one Emergency response organization, the following screen is shown when you enter INCASEIT: West Alpha Tudor Oil Services Fig. 3.1.3. Form for selecting ER organization to work with 7. Based on the username and password applied, the system will now assign you to the right INCASEIT instance and with the user privileges assigned to you. If you have problems accessing INCASEIT, please contact the corresponding Emergency Organization leaders.3.2 Incident selectionMain entrypoint for selection of active incident, archived incidents, Emergency Response plan andCommunication test. You can immediately trigger a new incident by clicking the green button, orselect any of the active incidents shown in the list. From this page you can archive active incidentsand therefore make them read only. The archived incidents are available via the shown submenu. Fig. 3.2. Incident selection page3.3 Emergency Response Plan (edit / report)Via the submenu Emergency Response Plan, you can edit the organization´s Emergency ResponsePlan or print out a full report showing all aspects of the response plan that is stored in the system.3.4 Communications testsCommunications tests can be scheduled regularly or started manually. This is carried out exactly as aBraathens IT Solutions AS Ver: 1.3 28oct2012 p:7
  8. 8. real crisis alert, but has additional text and is logged separately. Inclusion of reminder to update theERO members personal data can be activated.3.5 New emergency situationWhen a crisis arises the officer in command can decide to mount the ERO using the "New Incident"functionality. By doing so he mobilizes the leaders in the ERO (Main Alert List), who will in turn alertthe rest of the organization when and if needed.3.5.1 Select roleFirst step after clicking the “New Incident” button is to select a role to use when you are creating thenew incident. You will continue with this role when working with this incident afterwords. You musthave a role that are given the permission to create new incident in order for this butten to be active. Fig. 3.5.1 Role selection dialogue3.5.2 Register new emergency situation in INCASEITFilling out the form and click “Next step” and thereafter "Execute" creates a new ER-instance in thedatabase. The next button turns blue and active when minimum information are filled out. Pay closeattention to the time and location of the incident. In this dialogue box you will enter where theincident happened, the local time and the local time-zone. The system will calculate this into thecorrect ECC time. All organizations are set up with an ECC (Emergency Control Centre) location andcorresponding time-zone. All time/dates referred when using the system are the organization´s ECCtime/date zone.The instance can have status “Real emergency” or “Exercise”.Fig. 3.5.2 Form for starting new emergency situation, step 1.3.5.3 Send SMS/voice alert to Main Alert List.If you have chosen to "Send to alert list" when the red "Confirm" button is pressed, a SMS messageBraathens IT Solutions AS Ver: 1.3 28oct2012 p:8
  9. 9. and email will be sent to all members on the main alert list. The message text will be followed by acode word plus a sequence number for the current instance/message. Replies to the SMS can begiven in free text. The reply is logged. The message text will be translated to the chosen language andphoned simultaneously to all members on the alert list. They can respond by touching keys 1-9 onthe phone. This response is also logged. Email messages can be replied to and are stored in thesystem and logged.Fig. 3.5.3 Form for starting new emergency situation, step 1.3.5.4 Authentication, timezone, deselction of alert listAuthentication code is optional, but many organizations want to impose a control mechanism toavoid unauthorized alerts. The use of this is controlled by relevant lists in the ER centre.Location Time/Date is set via a calendar object including a timezone field. Enter the incidents localdate and time. Set the timezone, and the system will calculate the ECCs corresponding time.Select or deselect “Send to alert list”. This to enable a “heads up” to certain members about apending situation without triggering the whole ER organization.You cannot change the alert list content from this screen.3.6 Select emergency situationIf more than one ER-instance is active in the system at the same time the user are presented with alist allowing him to choose what situation to work on when entering the system. See fig 3.23.7 Selecting rolesAfter selecting an ER instance, INCASEIT will ask you what role(s) you will have according to theOrganization plan in the system. The system allows for multiple persons to have a single role andpersons can have multiple roles simultaneously. It will also allow you to choose to be a viewer onlywith privileges as your Org roles but without change privileges. See fig 3.5.13.8 DashboardThe banner on the top reveals who the user is, which company has, what incident plus the currentstatus. This is visible at all times. The menu is tabbed with only 2 levels. INCASEIT behaves like anyweb based newsreader. Hence there should be minimal need for large learning and competenceprograms.The dashboard is an overview and a desktop to work in when incident has occurred. It is designed togive an overview of the situation in one screen:Braathens IT Solutions AS Ver: 1.3 28oct2012 p:9
  10. 10. 3.8.1 DashboardFig. 3.8.1 The dashboard viewThe view shows 4 mini windows:• Incident log gives you a view of the past,• The task list shows your response actions,• The issues list shows you your challenges,• The calendar keeps track of your planned events.3.8.2 Executive viewIf a person is involved in to different incident, an overview will be displayed under the executive viewsub menu.3.9 TasksWhen preparing incidents a list of tasks are pre-defined as part of the ER plan. These tasks are copiedto incident when it occurs. Additional tasks can be created during an incident. The tasks added afteran incident is created will only be relevant for that particular incident. The list can be filtered to showonly “My tasks”, “Overdue Tasks”, “All tasks” and the individual role´s list of tasks.3.9.1 Task overviewFig. 3.9.1 Task listThe list is sorted by priority, overdue (red), due today (orange), completed and not started at theend. Everyone can edit a task.Issues are not to be shown in the task list. But has its own list in the dashboard view.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:10
  11. 11. 3.9.2 Search filtersShown as a dropdown list. “My tasks All” is default. The list can be expanded by customer need. My tasks Overdue All Tasks Roles tasks HR Emergency Director …Same search filters are used in dashboard.My tasks are special because it shows the persons tasks regardless of how many roles he areassigned. If he is assigned both ED and HR roles, My Tasks list will show both ED and HR roles.3.9.2.1 Task status Due today (use tooltip to explain why this item is yellow) Overdue (use tooltip to explain why this item is red) Completed (use tooltip to explain why this item is green) Not completed (More than 24 hours to due date) Not completed (Do not have a due date)Removed task is only marked as not relevant and never physically deleted.3.9.3 Task descriptionTasks can easily be changed in the overview list or in a popup window. The task description in thetask-list is a link to the task detail window.If the task detail is too long for the overview column, the text is truncated and “…” is added at theend.Then the user has to look into details to see the whole text.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:11
  12. 12. 3.9.3.1 Add new taskFig. 3.9.3.1 The Task detail formWhen closing the window without saving, a message will appear and action can be taken.3.9.3.2 Types of tasksGeneral tasks (planned) and the relevant scenario tasks (planned) will be copied into incident levelwhen incident occur. When copy to incident the “completed within” will be generated with currentdate and default two hours, if no milestone is set.ChecklistCan be a special version of a task. Will contain a list of items either to do or to consider. The checklistis only available for editing when editing the ER plan. The checklist is marked complete when allitems on the list are marked as complete. The log will only reflect the start of the checklist and whenit is complete.General tasksThese tasks are planned and will always be copied from the ER plan into an incident regardless oftype of scenario.Scenario tasksBased on the selected scenario when creating the incident, these tasks will be copied.If the type of scenario is changed after incident creation, the new scenario tasks are added to thealready existing task. In the event that one changes the type of scenario during an emergencyresponse, no old tasks will be removed and the new tasks relevant to the new scenario will be addedto relevant ERO roles.Incident tasksThese are tasks that are not a part of an ER plan and will be created after incident occurred and thusare only relevant to the relevant incident. The user can edit due time when adding a new task.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:12
  13. 13. 3.9.3.3 Setting up template (ER plan):Specific due dates are not possible to set for future incidents, therefore a milestone is stored (formathh:mm) when creating the planned task. When an incident is created the system will calculate a duedate and time for each task.3.10 IssuesIssues are challenges, cases or questions raised during the incident period.Issues can be resolved but not deleted.By recording an issue, the user has a place to take a note and some action can be taken.3.10.1 Create new issueFig. 3.10.1 The Task detail formLevel: Critical, Non criticalRisk: High, Medium, LowIf private issue (ED only) is selected, only ED can see this issue. Responsible can be set to another rolethan emergency director regardless if the issue is private or not.Due date is date and time. Not mandatory. A red/orange square will be visible depending due dateagainst current date. (Same as task).Private issues will have (P) in the description when it is displayed in the issue list. Emergency directoris the only role that can have a private issue. Private issues are not visible to other roles.3.11 OrganizationThe ER organization consists of different roles. The roles can be used as message groups and maillists. (Alert lists belongs to message groups under the Communication menu). Both roles andmessage groups can be used to send messages to coordinate the Emergency Response work.To adapt your ER Organization to the current situation, the following operations can be performed:  View existing Org roles with assigned users  Make new Org roles and delete old groups.  Assign new or existing users to Org roles.3.11.1 View existing Org roles with assigned personsThe display "Organization/Overview" displays all current Org groups in the system, and who isBraathens IT Solutions AS Ver: 1.3 28oct2012 p:13
  14. 14. assigned to them. By clicking on the names showed in the list details about the user will bedisplayed.Fig. 3.11.1 View Org group members3.11.2 Create new RolesSelect the role under which you want to create a new role. Note that the chosen role´s name aredisplayed in the the top left corner of the right list panel. If you have chosen “ER Organization” youwill create a new top level role, and “All persons” will be displayed. Click on the blue button “NewRole”. The Role details page will show up. You must give the new role a name. Description isoptional. The name must be unique. The role is created after pressing the Save button. You canselect members of the group any time during the process, but does not take effect before saving.Fig. 3.11.2 Create/Edit roles3.11.3 Delete old Roles.Before you can delete a role, the roles member list must be empty. This is done by selecting therelevant role, click the button “Edit role”, select all members (in the right pane), and click them overto the left pane. Click save. Now the button “Delete role” should be blue and active. Clicking thisbutton removes the role from the ER organization without further warning.3.11.4 Assign new or existing users to Roles.This can be done in two ways. 1. Person detail. Find the relevant person in one of the person lists. After selection you see the person detail popup. Select submenu Roles”. Set checkmarks in the relevant roles checkboxes. The person can have more than one role. The assignment(s) can be changed at any time.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:14
  15. 15. Fig. 3.11.4 Edit person roles 2. Roles detail. See fig. 3.11.2. Select the relevant role. Click the button “Edit role”, select all relevant persons (in the left pane), and click them over to the right pane. Make sure that the list in the right pane is complete and have only the right members. Click save.3.11.5 Person, Create/editBefore assigning a new user to one or more Roles, she/he must be added as an ERO-member in thesystem. Clicking "New person" in the "Person" submenu in the “Organization” tab, will display anempty "New Person" form. The form must be filled in with user’s personal data under the dialogsubmenu “User information”. Very few information details are mandatory: Firstname, Lastname, Pri1. Mobile telephone and Pri1. Email. After having saved the basic information, more submenuoptions are available. Select relevant roles and message groups by ticking of control boxes beforepressing “Save”. There are no limit of the number of roles one can be a user can have.Fig. 3.11.5 Person detailThe choice between “Staff” and “3rd. party” has impact for customized lists of personnel in theapplication. Likewise check “ER qualified” if the person has the necessary qualifications to be given aBraathens IT Solutions AS Ver: 1.3 28oct2012 p:15
  16. 16. role responsibility within the organization.Username is the login name each user has. It must be unique. Normally a user is initiated with hisemail address.Ensure that telephone numbers of all kinds include country code, but not + or 00 as a prefix.3.12 Messages3.12.1 Message overviewFig. 3.12.1 Message overviewThis is a list with all details of every communication done by the system. All details regarding sent,messages, email, voice translation, satellite phone comms and conference calls can be retrievedhere. The list is presorted with the newest communication on top, but can be sorted on all coloumnsie. to show communication by roles. To the right icons are shown for the different communicationchannels. If the communication reports problems to one or more persons a red exclamation mark isshown on top of the icon. The message detail will reveal the errors in more detail.Incaseit supports the Sattelite telephone system from Iridium. This is not regarded as a separatechannel, but as a specialized phone system. Incaseit supports both voice and text messaging byIridium, as well as replies sent as email and txt message.The different communication channels: Email channel SMS text Text to Voice Conference callTo further increase usability of the Communication overview, we will introduce filters in theupcoming release.Filter type: Sent, received, AllFilter: sms, email, To, DateBraathens IT Solutions AS Ver: 1.3 28oct2012 p:16
  17. 17. 3.12.2 New messageFig. 3.12.2 New messageThis example shows a message that will be sent in 3 channels (SMS/Email/Voice). It will not be sentto Sattelite telephones (ref type phone in person detail). It is automatically marked as sendt from therole you have at the moment of sending, and is sent to all members of the two groups “Humanrelations” and “Emergency Director”. You can send to individual persons, roles, message groups, allpersons marked staff or ER Qualified, and more. The options come up when you type the first letters.In order to use the "Send message" function the user must first be assigned to an existing ER-instance. User will then be able to send SMS messages to any alert list in the system. The system willadd the correct sequence number to the message and a request for reply if selected.Before sending the message one must select type of message: Info only or request reply. A controlquestion regarding this will be presented after clicking the “Send” button.Add attachment will come in the next release.3.12.3 Message groupsFig. 3.12.3 Message groups3.12.4 Message groups details and edit persons in message groups.This is managed as roles as described in 3.11If adding a person to alert list, the person must already be in the emergency team or added to theteam when included in the alert list group. Alert lists belongs to message groups under theCommunication menu. Alert list as top level is unique in that it cannot be deleted or edited exceptfor its members.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:17
  18. 18. 3.12.5 Reply to a messageThe receiver will confirm to INCASEIT by replying to the SMS. The reply message shall start with thesequence number followed by a message that will be displayed in the INCASEIT alert status log. Usercan send multiple replies on the same SMS if needed.Ability to use this function will be dependent on user privileges.As seen in the New Message popup window, you can from this single window communicate in 3different channels using a number of methods of communications:  Email  SMS text (mobile phones and Satellite phones)  Text to voice calls (all phones including satellite phones)  Conference calls.The channels can be used in combination or independently. Special restrictions applies to SMS andSatphones due to system design. Ie. when sending text to Satphones (Iridium), only approximately120-140 characters are sent. The system will indicate how large your message is by counting thecharacters and display how the message will appear when received by the Iridium phone.3.12.6 Message detailWhen a message is delivered, all receiving parties has acknowledged that they have gotten themessage and everything is ok, the list will show a clean icons of the respective channels. If not 100%ok, a red marker on top of the relevant icon indicates something has failed to one or more receptors.Expanding the list item, will reveal information about the individual status.Fig. 3.12.5 Message details with statusTypical detail view displaying both SMS replies and phone responses to a message that is transmittedboth as a SMS and as a Text to voice. Error codes shown indicates different responses frominternational Telephone companies but shall be regarded as the person has not been reached.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:18
  19. 19. 3.12.7 Conference call statusFig. 3.12.6 Conference call status detailThe actual call is not recorded, but all participants status are logged to give a track record of who hasgotten the information. The last received status will be shown permanently (usually left conferenceand the time of conference exit).3.13 Media handlingINCASEIT supports handling of various media responses that may be applicable to an incident. Theseactions cover:  General press handling, including press releases and press contact follow-up.  Web adjustments, including invoking of a dark site  Facebook scripting to apply best practices to your Facebook presence in an incident.  Other social media standardized searches, to avoid time spill and confusion.  News scan if entity has such a program  Storage of images and videos for reference.3.13.1 Press handlingManual entry of press contacts, press releases and followup.Fig. 3.13.1a Conference call status detailBraathens IT Solutions AS Ver: 1.3 28oct2012 p:19
  20. 20. In the “Press” section the persons responsible for media followup, will enter Press contacts and canload up press releases. New press contacts are entered via the “New Presscontact” dialogue box.The same dialogue box are used for followup of press contacts. That way you will gather an individualpress contact historyFig. 3.13.1b New press contact detail3.13.2 Press releasesHandle press releases the way you normally would handle it. But load the press releases that hascontent related to the incident into IncaseIT by using the Press release upload function. To view thepress release afterwards, just click on the line. This will bring up the dialogue box again, with a link tothe IncaseIT storage. Clicking on the link brings up a view of the press release. Supported formats arePDF, Docx, Xlsx, Txt, and other well known formats.Fig. 3.13.2 Press release detail3.13.3 Web Media handling – dark siteBraathens IT Solutions has extensive knowledge in how to handle different needs customizing webpages on the fly. By preparing the customers Web page as part of the ER plan together with thecustomers IT department, one can invoke the needed functionality from within INCASEIT without ITexpertise present.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:20
  21. 21. 3.13.4 Facebook Media handling – dark siteBy preparing the customers Facebook pages and scripts as part of the ER plan together with thecustomers IT department, one can invoke the needed functionality from within INCASEIT without ITexpertise present.3.13.5 Library: Documents, Image, Video, reference and links librarySingle repository for all documents and links that are relevant for the incident. Everybody can uploadFig. 3.13.5a Bookmarks details Fig. 3.13.5b Upload fileBraathens IT Solutions AS Ver: 1.3 28oct2012 p:21
  22. 22. files and bookmarks and view them, but only Administrator can change or remove them.Fig. 3.13.5c Library overview3.14 Involved personsINCASEIT supports follow-up of involved persons and their relatives/callers. Without going intodetail, the management of the two categories are kept separated. People handling thecallers/relatives can enter the caller information without accessing the INCASEIT database. Amatching algorithm can be invoked by admin to match relatives with involved persons creating arelation between them. Both categories can be follow-up entering personal information on theindividual person record. This will be logged, but details will only be visible to those with permissionsto view the relevant persons.Involved persons can be grouped and created as a message group. Communication to one person orgroups of persons can be done via INCASEIT and are automatically logged.3.14.1 Related persons - CallersIncaseIT has functionality for tracking both Directly involved persons and persons that are enquiringabout them (Callers). The Callers are listed and updated every time you press the “Save” button. Thisupdates the “Last time called” field as shown in the list. The callers can be linked to named persons,but there are no direct link between callers and DIP before a matching routine is done. This to avoidunexpected results and links. IncaseIT does many checks while one is creating or updating the callerto avoid duplicate entries.Fig. 3.14.1a Callers overviewFunctionality to use “Spokesperson” actively, will be added in the next release.Observe that you have to “Add” the related person via the “Add” button, in order to make it a part ofthe caller-Dip link. If you add a caller but forget to save it before you exit out of the dialog box, theadded person info will be lost.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:22
  23. 23. Fig. 3.14.1b Caller detail3.14.2 Directly involved personsDirectly Involved person (Dip) is a part of the “Person structure” in the system. Everything thatapplies to ordinary persons will therefor also apply to the Dips. This include the ability to use Dip inroles and message groups. The Dip is separated from the rest of the organization by the checkmark“Directly Involved” in the “User information section of the person dialog box.Fig. 3.14.2a Directly involved persons overviewBraathens IT Solutions AS Ver: 1.3 28oct2012 p:23
  24. 24. Fig. 3.14.2b Directly involved detail3.15 Administration of Incidents3.15.1 How to archive an incidentArchiving an incident is very easily done by clicking on the archive symbol in the relevant list position.Permission to do this is normally given to an admin person. When archived, the incident will be read-only, and can be viewed from the menu position “Archive”. It is highly recommended to keep the listof active incidents as short as possible to avoid confusion.3.15.2 View all archived incidents (and open it again)To reopen an incident, you must be an admin person and are prompted for a reason befor openingthe incident for editing.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:24
  25. 25. Braathens IT Solutions AS Ver: 1.3 28oct2012 p:25
  26. 26. 4. The Emergency Response plan, the “Template”Only the persons having the Admin permissions have the privileges to enter this section. Having theAdmin permission, means that you can access the “Edit the ER-plan” button in the submenu“Emergency response plan” on the initial incident selection dialog (Fig 3.15.1).This will switch you from incident mode over to work on the ER- plan. To make this apparent, theheader will switch to green, and the header will reflect that you are working on the template and noton an incident. A new sub-menu will be visible. Now you can view and edit all details of the entity’sER-plan.The ER-plan is most often referred to as the ER-templates and will include the ER team with names,the main alert list, the different roles, message groups, general tasks, scenarios and tasks relating tothe different scenarios.All users will have access to the button “View ER-plan” at the submenu “Emergency Response plan”.Under this submenu, you can print out a complete report with all the content that is stored in theEmergency response plan part of Incaseit.All changes to the ER Plan, does not affect incidents that are created. Only future incidents will havethe new setup.4.1 Set up the a new Emergency Responce Organization. The “ER-plan”As a best practice, the work process of setting up a good Emergency response plan can follow theoutline below: Risk Analysis Setup of a new Risk Scenarios ER organiza on People and Team setup What to do when Populate Populate Populate Roles and Add alert list scenarios Add Message Add Add roles Message with Add Tasks with personell groups Scenarios groups correct relevant with personell tasks persons. Train and TestBraathens IT Solutions AS Ver: 1.3 28oct2012 p:26
  27. 27. 4.2 Set up the ER-team, the planned organizationFig. 4.2 The Emergency Response organization in the ER plan. Option to remove users from the team/role.Alert list is a message group that cannot be changed exept for altering members..Alert list and Emergency Director are both default and cannot be deleted.4.2.1 Adding/Changing users to the teamWhen adding user to the team, he must be added to a role in the team.Fig. 4.2.1 Create/maintain the roles in the Emergency response planInactive persons will not be visible in this list.4.2.2 Administer the RolesSee 4.2 and 4.2.1Roles added or deleted in this window, will affect the team setup. A role can’t be deleted if usershave that role. The changes that are made to the plan only affects the incidents created after thechange is saved.4.2.3 Users planned as part of the ER teamBraathens IT Solutions AS Ver: 1.3 28oct2012 p:27
  28. 28. Fig. 4.2.3 Persons stored as a part of the Emergency response plan4.2.4 ScenariosThe ER Plan will contain at least one scenario: GeneralThe tasks under Scenario “General” will always be carried out.In addition to scenario “General” you can create many scenarios based upon your risk assessmentand detail level of ER planning. Only one scenario in addition to the default scenario “General” can beactive at one time. If one change scenario during an incident, no tasks belonging to the old scenariowill be removed, only the new tasks will be added to the different roles task lists.Fig. 4.2.4 Scenarios defined in the Emergency response planFig. 4.2.4.1 Create/maintain a scenario in the Emergency response planIt is possible to use one task in different scenarios.To remove a scenario, you must first remove the scenario´s attached tasks. Do this by using the samedialog, Save the scenario. When the scenario has no tasks attached, it can be removed by clicking theBraathens IT Solutions AS Ver: 1.3 28oct2012 p:28
  29. 29. remove button. (Only persons with admin permissions can access this in the ER-plan. While workingin an incident, scenarios are not available except for activating a different scenario.)4.2.5 Planned tasksTasks are either a general task that will be carried out in all types of incidents. If not a general task, itwill belong to one or more scenarios. A specific date/time cannot be set, but a milestone may be set,and will be calculated and set as an accurate date/time when an incident with a proper scenario iscreated.Fig. 4.2.5 Tasks stored as a part of the Emergency response plan and used in scenarios4.2.6 Create new planned taskFig. 4.2.6 Create/change tasks in the Emergency response plan4.2.7 Intro textIn order for the ER plan (the templates) to be printed and made available as part of the entity’sEmergency Response Manual, introducery text can be adde to all chapters as part of the ER plan. Thecomplete plan can be generated from the incident tab.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:29
  30. 30. 5. Other SpecificationsThis chapter describes some general items that are not covered in chapter 3. Functionalspecifications.5.1 Robustness5.1.1 ValidationSome fields needs validation. E.g. mail address field shall have a @. If validation returns an error, anerror message informing the user is dispalyed.Protection against data loss when navigating pages.Al forms shall have protection to prevent users from navigating away from a page before saving it. Ifa user does so he/she shall be presented an error message asking if this is OK.5.1.2 Mandatory fieldsAll fields in forms marked with * shall be made mandatory. All other fields shall be non-mandatory.5.1.3 User rightsOnly users bearing the right user privileges shall have access to the math functionality. It must bepossible to control this privilege independently so that different customers can configure the systemfor their use.5.1.4 Miscellaneous  When opening a new form the first field in the form is active and ready to use.  Use of tab shall always take the user to next input field or user control.  No radio buttons shall be clicked (preselected) when opening a new form.5.1.5 Cloud version (INCASEIT Standard and Plus)INCASEIT hosted solution shall be easy accessible over the Internet. Customers will do as follows togain access to the system: 1. Access the Internet 2. Type in the correct url (e.g. www.InCaseIT.net) 3. Log on with username, password, letter recognition and pin code from SMS.Based on the username and password applied, the system will assign the user to the right INCASEITinstance and with the right user privileges.5.1.6 Installed version (INCASEIT Enterprise)It will be possible to run INCASEIT in a companys internal network behind their firewalls. If INCASEITis delivered in this version, supporting functions and databases must be set on the customershardware. A package containing all necessary software together with an assembling manual will beproduced and set up together with the local IT department..5.2 Permission managementExtensive permission handling is offered in INCASEIT. Version 1.0 will use the following permissions.These are valid for the operations incidents. To edit the organization´s Emergency response plan, onemust have admin privileges. 1. Admin: Top level for each organization. Includes edit, change, delete on all content including the ER plan. Can set permissions for other users within the organization, including admin permissions. 2. Directly involved: Gives access to view and edit the “Directly involved persons/Callers” section of the system. Will by default enable Edit rights. 3. Edit: Can use the system as a normal user of the system. Cannot set permissions, and does not have view/edit rights to the “Directly involved persons/Callers” section of the system.Braathens IT Solutions AS Ver: 1.3 28oct2012 p:30
  31. 31. 4. Login: Has login rights to the system, and will be able to see the incidents, but cannot change anything nor use the communications section. Cannot see the “Directly involved persons/Callers” section of the system.Fig. 5.2 Set user permissions in the Person dialogue. Only Administrators can change permissions.5.3 CommunicationsSMS, voice and Email functionality are offered in different versions. Global reach is ensured by a 3rdparty vendor that maintains all necessary agreements with Telcos around the world.Communications are automatically logged in InCaseIT.5.3.1 Default version (INCASEIT Standard)The default version will use a standard interface to an SMS broker chosen by the system owner.Reception of SMS messages will be dependent upon local condition and telecom operators networkperformance. Responses to the SMS message will be free text after entering a code word and asequence number.5.3.2 Upgraded version (INCASEIT Plus)Configuration of SMS functionality will be as for the standard version. Voice messages (translatedfrom the written message) is handled much in the same way as SMS. Response to voice messages willbe logged and displayed at the same place as reply to SMS messages. Only responses with numbers0-9 are supported as this ensures compability with land line telephone systems and older equipment.INCASEIT System Manager shall be able to configure time delays if both SMS and voice messages areused in combination. The voice functionality will be maintained centrally but can be passed to theindividual customers phone solution as per agreement.Satellite phones using the Iridium are supported both in the SMS and voice message modules.Satellite systems restrictions will apply.5.3.3 INCASEIT EnterpriseIn the INCASEIT Enterprise version (local installation on customers infrastructure) INCASEIT will bedelivered without any connection to a telephone operator initially, but with protocols for SMSfunctionality ready for use. This will let the customers make local agreements with the telephoneoperator of their choice.Support for voice messages will have to be maintained by the local telephone operator through anagreement with BITS.5.3.4 Email to and from INCASEITINCASEIT has mail capabilities both for sending and receiving. Responses (Reply) to an received emailfrom IncaseIT, is tagged by the original email from IncaseIT. This tag makes it possible to replywithout an extra code word or sequence number to identify it for the system.Sending emailBraathens IT Solutions AS Ver: 1.3 28oct2012 p:31
  32. 32. INCASEIT has a common message input screen allowing a user to send a simple text mail to any validemail address. One attachment per message is allowed and is only sent to the email recipients (notto the SMS/Satphone recipients). All emails sent from INCASEIT will be registered in the log for the ERinstance in use.5.3.5 Conference callsINCASEIT has conference call capability up to 60 simultaneous attendants. There are 2 large benefitsby using the built in conference call: a) You can set up a call to a group with one click, and all attendants will be called up by the system. No need for pin-codes or special numbers in different countries. b) Automatic logging and continuous surveillance with notification of every attendants call status. Thus the conference call moderator can observe if vital attendants actually were present during the call. The final status of each attendant are saved.5.4 List sortingAll lists can be sorted by clicking on the headers in a column on all screens showing lists. All columnheaders shall be clickable.Heading 1 Heading 2 Heading 3List item List item List itemList item List item List itemList item List item List item  When clicking on Heading 1 the list shall be sorted A  Å after column 1.  Clicking once more on heading 1 shall flip the sorting to Å  A, still after column 1.  A third click on heading 1 shall shift the orientation back to A  Å.Clicking on other headings shall produce a similar result.When a user clicks on heading 1 and then on heading 2 the list should be sorted in a nested waysorted after h2 first, and then after h1. Sorted column header will be indicated in red letters (or as inOutlook).5.5 Configurable user interfaceThe system offers interfaces based on the customers demand. Flexibility to set up a new instance ofINCASEIT for a customer and to configure this instance based on the customer’s needs is available.These tasks are carried out by the system manager..6. Glossary INCASEIT Emergency Response Support System ERO Emergency Response Organization ERC/ECC Emergency Response Center / Emergency Crisis Center ER Emergency Response Main Alert List List with ERO leaders that will be mobilized first. ER-instance A complete version of INCASEIT for one customer. Org roles(s) List(s) with different teams in the ER organization. Braathens IT Solutions AS Ver: 1.3 28oct2012 p:32

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