Triage Reason Configuration

[This article is intended as a companion to Snooze and Decline Triage Actions, which explains how dispatchers use Triage Reasons when snoozing or declining alarms. This article covers administrator configuration only.]

Overview

Users with the Admin role can tailor the Triage Reason list to match your organization's operational processes. Configuration is managed separately for each triage type, so Snooze and Decline can have different reason lists and different rules.

For each triage type, administrators can:

• Add and remove Triage Reason values
• Set Triage Reason Details as required or optional

Changes apply to your organization only and affect Snooze and Decline modals across alarms, assets, and automations.

Default Triage Reasons

Each organization starts with the following defaults. Administrators can keep or remove them, and add new values alongside them.

Managing Triage Reasons

Accessing Triage Reason Configuration

1. Sign in to Virtual Facility with an Admin account.
2. Navigate to the Settings page. 
3. Under the Configuration group, click on Alarm Config.
4. Scroll down to the Triage Reasons section.
5. Select the triage type to configure: Snooze or Decline.

Adding a Triage Reason

1. Select Add Reason.
2. Enter the reason name.
3. Save the change by clicking on Add.

The new reason appears in the Snooze or Decline modal for that triage type.

Removing a Triage Reason

1. Locate the reason in the list and mouse over the row. This will reveal a trash can icon on the right side of the row.
2. Click on the trash can icon. Caution: There is no additional step to confirm the deletion. Once the icon is clicked, the row containing that reason will be removed.

The reason no longer appears as an option when dispatchers snooze or decline alarms.

Editing a Triage Reason

There is no Edit functionality. If you desire to change a Triage Reason name, simply create the new one and delete the old using the steps above. 

Configuring Triage Reason Details

Triage Reason Details is the free-text field dispatchers complete after selecting a Triage Reason. Administrators can set it as required or optional for each triage type.

To change the setting:

1. Open the Triage Reason configuration for Snooze or Decline.
2. Click on the toggle to change between Required and Optional.

When the toggle is green, the Triage Reason Details are Required. When gray, the Triage Reason Details are Optional.

How the Configuration Appears to Dispatchers

• Triage Reasons display in alphabetical order in the Snooze and Decline modals, regardless of the order in which they were added.
• No Triage Reason is preselected. Dispatchers must actively choose one.
• The Snooze list and the Decline list are independent. A reason added to one does not appear in the other unless it is added to both.

For guidance on how dispatchers choose between reasons, see Snooze and Decline Triage Actions.

Configuration Best Practices

• Keep each list short and distinct so dispatchers can choose quickly and consistently.
• Name reasons as categories, such as "Waiting On Parts," and leave alarm-specific context for Triage Reason Details.
• Retain Other as a fallback, and consider making Triage Reason Details required so "Other" selections are explained.
• Review lenses and reports that filter by Triage Reason after renaming or removing a value.
• Communicate list changes to dispatch teams before they take effect.