Incident Management for Events
Incident Management for Events

Coordinate incidents affecting field service technicians.

Incident management software for field service technicians. AtlasNXT by Track24 brings reports, response tasks, decisions, and updates into a shared incident workspace.

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AtlasNXT Incident Management for Field Services, showing staff illness and assigned support tasks at a remote customer site
Example scenario
Example scenario

Example scenario

A technician became unwell while attending a remote customer installation. The service coordinator assigned technician contact, customer-site liaison, and local medical-support coordination. Confirmed welfare updates and the revised visit arrangements remain in the incident for the out-of-hours service team.

Explore Standard Operating Procedures

Incident Management for Field Services

Give the response a clear structure
Use configurable incident templates to record the location, people affected, immediate concerns, and facts still to confirm. Assign follow-up tasks to named colleagues and record decisions in the incident timeline. Everyone authorised to manage the response can see the latest updates and outstanding actions.
Keep reports, tasks, and decisions together
A technician who becomes unwell at a customer installation may need the service desk to coordinate local medical support and customer-site access. Keep technician contact, customer liaison, and the supervisor's updates together. The out-of-hours team can see the assistance arranged and the next agreed contact.
Carry the record through the handover
Use the incident record to brief the next shift and review the response afterwards. Team visibility settings (Remits) organise which teams can see and manage the work, while Standard Operating Procedures put the relevant response steps alongside alerts and incidents.

How can a service desk continue support for an unwell technician at shift change?

Keep technician contact and customer-site liaison as named incident tasks. The incoming coordinator can see confirmed welfare updates, local assistance arrangements, and any follow-up still needed before the visit is reassigned.

See Incident Management in action

Book a demo to see how AtlasNXT supports field service technicians. Explore how Incident Management fits your sites, contact arrangements, and response procedures.

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