Incident Templates

Incident templates define the structure of each type of incident your organisation handles. Every incident is created from a template, which determines which fields appear on the form, what data is collected, and how it is validated.

Understanding templates

A template consists of:

• Name — A multilingual label (English, Spanish, Portuguese) displayed when selecting the template.
• Fields — The custom data fields that appear on the incident form (e.g., “Pipe Diameter”, “Priority”, “Description”).
• Organisation scope — Templates can belong to a single organisation or be marked as global (available to all organisations).
• Sub-organisation assignment — Templates can be restricted to specific sub-organisations within your organisation.

Creating a template

1. Go to Admin in the sidebar.
2. Click the Templates tab.
3. Click New Template.
4. Enter the template name in each language you support.
5. Add fields to define the data you want to collect (see Custom Fields for all available field types).
6. Click Save.

Managing fields

Each field has the following properties:

Property	Description
Label	The field name shown to users (multilingual).
Type	The kind of input: text, number, select (dropdown), textarea, date, or checkbox.
Required	Whether the field must be filled in before the incident can be saved.
Options	For select fields, the list of values the user can choose from.
Conditional visibility	Rules that show or hide the field based on the value of another field.

You can reorder fields by dragging them into the desired position. The order you set here is the order users will see when creating an incident.

Map icons

Each template can have a map icon that determines how incidents of this type appear on the map. There are two icon modes:

• Default icon — A single icon used for all incidents created with this template. Choose from a library of built-in icons organised by category (Generic, Water, Municipal).
• Dynamic icon mapping — Different icons for different values of a select field. For example, a “Damage Type” template could show a road icon for “Pothole”, a tree icon for “Fallen Tree”, and a lightbulb icon for “Street Light”. To configure this, select a Map icon field (must be a select field), then assign an icon to each of its options.

Conditional visibility

Fields can be shown or hidden depending on the value of another field. For example, you might have a “Leak Type” field that only appears when the “Category” field is set to “Water Leak”.

Only select and checkbox fields can act as a parent (trigger). The available operators depend on the parent type:

For select (dropdown) parents:

Operator	Meaning
equals	Show when the parent’s value matches exactly one value.
not equals	Show when the parent’s value does not match the specified value.
in	Show when the parent’s value is one of several selected values.
not in	Show when the parent’s value is not in the selected list.

For checkbox parents:

Operator	Meaning
truthy	Show when the checkbox is checked.
falsy	Show when the checkbox is unchecked.

Conditions can be chained — if field B depends on field A, and field C depends on field B, then field C will only appear when both conditions are satisfied. The parent field must always appear earlier in the field list than the dependent field.

For a complete reference of all operators and field types, see Custom Fields.

Assigning templates to sub-organisations

If your organisation uses sub-organisations to represent departments, branches, or geographic areas, you can restrict which templates are available to each one:

1. Open the template you want to assign.
2. Click Assign to Sub-Organisations.
3. Select the sub-organisations that should have access to this template.
4. Click Save.

Users who belong to a sub-organisation will only see the templates assigned to their sub-organisation, plus any templates that have not been restricted.

Global templates

Organisation administrators with the appropriate permissions can create global templates that are available across all organisations. These are useful for standardised incident types that apply across your entire deployment.

Global templates are managed from the Admin panel by users with the templates.manage_global permission.

Best practices

• Start simple. Create one or two templates to begin with, then add more as your team becomes familiar with the platform.
• Use required fields sparingly. Only mark a field as required if the data is genuinely essential — too many required fields slow down field teams.
• Leverage conditional visibility. Instead of creating many separate templates, use conditional fields to adapt a single template to different scenarios.
• Use descriptive names. Template names should be clear enough that a field technician can choose the right one without guidance.