# Incident Notifications

Source: https://docs.astalty.com.au/guide/notifications/incident-notifications

> Alert the right users and user groups immediately whenever an incident is submitted.

Astalty Premium - This feature is part of the Astalty Premium plan. See What Premium includes.

## Overview

Create an Incident Notification to alert selected people when someone submits a Participant Incident or Staff Incident Form.

To manage [Incident Notifications](https://app.astalty.com.au/notifications/incidents), open [Notifications](https://app.astalty.com.au/notifications) from the main menu and select **Incidents** under the **Forms** group. The **Forms** group appears when Forms are part of your plan.

Only Admins can manage these notifications. This can't be changed per user.

Astalty sends the notification as soon as an incident is created from a submitted incident form. Every notification whose form usage matches the form is sent.

> **Chasing incidents that stall**
>
> Incident Notifications fire once, when an incident is submitted. If you also want to be nudged about incidents that were reported but haven't progressed since, set up an [Incident Follow Up Notification](https://docs.astalty.com.au/guide/notifications/incident-follow-up-notifications).

## Creating an Incident Notification

Click **Create Notification** to start.

![The Incident Notifications page with no notifications created yet, and an arrow pointing to the highlighted Create Notification button.](https://docs.astalty.com.au/assets/incident.png)

### Select the Form Usage

Choose whether the Incident Notification is for **Participant Incident** or **Staff Incident** forms. **Participant Incident** is the default. You may want different groups notified depending on the form usage type.

![The Create Incident Notification drawer with the Form usage list open and highlighted, showing Staff Incident and Participant Incident, with Participant Incident selected.](https://docs.astalty.com.au/assets/incident-2.png)

### Notification Email Content

Add optional instructions for what recipients should do when an incident is reported. This content appears in the email.

![The Create Incident Notification drawer with Form usage set to Participant Incident, and the Notification email content editor highlighted with example text asking recipients to follow up immediately.](https://docs.astalty.com.au/assets/incident-3.png)

### Notification Recipients

#### Coordinators

For **Participant Incident** notifications, you can select **Primary Coordinator** and **Service Coordinator**. Both are off by default. Astalty notifies the Primary Coordinators of the Participants involved, or the coordinators of Services on their current plans, respectively.

These choices need an involved Participant with a coordinator recorded. Include a user or group if incidents without one must still reach someone.

#### User Groups

Select one or more [User Groups](https://docs.astalty.com.au/guide/settings/users-settings/user-groups). **All Users** and **Support Worker** are not available for this notification.

#### Users

Select individual users who should receive the notification.

![The Notification recipients section of an incident notification highlighted, with Notify site managers, Primary Coordinator and Service Coordinator unticked, the Admin and Manager user groups selected and an empty Users field. Within Astalty and Email are both ticked below.](https://docs.astalty.com.au/assets/incident-4.png)

#### Site Managers

On a **Participant Incident** notification, providers using [Sites](https://docs.astalty.com.au/guide/sites) also see a **Notify site managers** option. When it's turned on, the assigned [Site Manager](https://docs.astalty.com.au/guide/sites) of the site a Participant lives at is notified whenever an incident is logged for that Participant, so the person responsible for the house hears about it straight away. Archived sites are skipped, and so are sites with no Site Manager assigned.

Choose how the sites are matched:

- **All SIL houses** - every site with the **SIL House** type is covered automatically. Each house's manager only receives incidents for the Participants who live at their own house. Sites with the **Other** type aren't covered by this option.
- **Specific sites** - only the sites you select are covered, and only those site managers are notified.

Site manager notifications work alongside the **User Groups** and **Users** recipients above - you can use any combination. A Participant's incident is matched to a site from where they live, so a Participant who isn't linked to a site won't trigger a site manager notification (your User Groups and Users recipients still receive it as normal).

> **Requires Sites**
>
> The **Notify site managers** option only appears when Scheduling, which includes Sites, is turned on for your account, and only on notifications for **Participant Incident** forms. Otherwise the option is hidden and nothing changes. Manage it on the [Incident Notification](https://app.astalty.com.au/notifications/incidents) itself.

### Notification Methods

#### Within Astalty

Recipients get an in-app notification titled **New Incident Notification** with a link to the incident. Ticked by default.

#### Email

Recipients get an email. Ticked by default.

Deactivated users are skipped, and a user who qualifies more than once gets one notification.

## Finalising Your Notification

Select **Add Notification** to save it.

## What the notification email includes

When an incident is reported and the email notification method is enabled, recipients receive an email that leads with the incident reference and a summary of key details so staff can act without logging in.

### Email subject

The email subject line includes the incident reference number, for example:

> New incident reported — INC-2026-00042

This makes it easy to identify and refer to the incident directly from your inbox.

### Incident details panel

The body of the email includes a details panel summarising the incident at a glance:

| Field                      | Description                                                               |
| :------------------------- | :------------------------------------------------------------------------ |
| **Reference**              | The unique incident reference (e.g. INC-2026-00042)                       |
| **Type**                   | Whether it is a Participant incident or Staff incident                    |
| **Occurred**               | The date and time the incident took place                                 |
| **Reported**               | When the incident was reported and by whom                                |
| **Category**               | The incident category, if set                                             |
| **Severity**               | Low, Medium, High or Extreme, or a dash where no severity has been set    |
| **Status**                 | Reported, Under Review, or Resolved                                       |
| **Reportable to the NDIS** | Whether the incident is reportable, and the reportable type if applicable |

A **View Incident** button links directly to the incident in Astalty for further action.

> **Why Severity usually shows a dash**
>
> Severity is set when someone reviews the incident, not when it is reported, so this email normally shows a dash in the **Severity** row. The level - **Low**, **Medium**, **High** or **Extreme** - appears in the incident register, the [Incidents Export](https://docs.astalty.com.au/guide/exports/incidents-export) and the incident report PDF once it has been set during [Incident Follow Up](https://docs.astalty.com.au/guide/incidents/incident-follow-up#severity).

> **Quick reference on a call**
>
> The incident reference appears in both the email subject and the details panel. Staff can quote it on a call, in a handover, or when escalating to the NDIS Commission - without needing to open Astalty first.

### Custom content

Any content added when [configuring the notification](#notification-email-content) appears above the details panel, so your organisation's procedures or expectations are shown alongside the incident summary.

## Submission confirmation email

The person who submits an incident form can also receive their own confirmation email, containing the incident reference number and the date and time of the incident. This provides immediate written confirmation that the submission was received.

This is controlled by the **Submission Confirmation** setting on the incident form itself, which is **Disabled** by default. The setting is only offered on internal forms. To turn it on, open the form, go to **Settings > Form Details**, and set **Submission Confirmation** to **Email**.

> **Separate from the notifications above**
>
> The submission confirmation goes to the person who filled out the form, and is set up on each individual form. The incident notifications described above are created on the [Incident Notifications](https://app.astalty.com.au/notifications/incidents) page and alert the user groups and users you nominate. For full details of the setting, see [Submission Confirmation](https://docs.astalty.com.au/guide/forms/manage-forms/settings#submission-confirmation).