Module 06
IncidentHub
Fault reporting and incident management — unlimited users can report issues from web, email or mobile, with automatic ticket management, prioritization and photo attachment. It can be used to manage both faults and requests; their type and nature are configurable, and different processes can be built on them.
Background
Reporting that works the way people actually communicate
IncidentHub is the fault-reporting and incident-management module of ArchiPM-Nexus. Unlimited users can report issues via web, email or mobile app. Reports are automatically turned into managed tickets, prioritized and routed. IncidentHub integrates natively with ProactiMax (maintenance) and AssetPro (asset registry), so a fault report becomes a work order on the right asset without manual handoff. Building management systems (BMS) can signal expected failures and automatically create repair requests routed to the responsible technician.
Main Features
What IncidentHub does today
Fault reports recorded from web and mobile / PWA interfaces
Automatic ticket management and prioritization
Task assignment and status tracking
Photo and document attachment to reports
Reports and statistics on ticket volume, resolution time and trends
Native integration with ProactiMax and AssetPro modules
Mobile / PWA — offline operation for field technicians
On-site photo attachment directly from the mobile device
Electronic handover and acceptance of tickets
Customizable ticket statuses and priority levels
Custom visibility and mandatory-field rules per role
BMS integration — building automation signals expected failures, auto-creates repair requests
The Problem
Fault reports arrive by phone, email and sticky notes — and half of them never become work orders.
Reports come in through phone calls and emails with no structured capture — details are lost in transit.
There is no unified system, so reports are assigned ad-hoc and fall through the cracks.
Photos are sent via personal messaging apps and never reach the maintenance team's system.
Offline sites cannot document issues properly until someone returns to a desk.
No prioritization means urgent faults wait behind minor ones in the same queue.
Resolution time is invisible — nobody can prove how long issues took to fix.
Available Now
Already working — with the right setup
Smart Auto-Routing
Tickets routed to the right technician based on skill, location, workload and SLA — no manual delegation process.
Tenant Self-Service Portal
Tenants submit and track their own fault reports in a portal — reducing call-center load.
Automated Ticket Generation
Tickets created automatically from BMS alerts, sensor thresholds or predictive models — routed to the right technician, then converted to ProactiMax work orders.
Coming Soon
Planned capabilities
AI Ticket Classification
SoonAutomatic categorization and prioritization of incoming reports from natural-language descriptions and photos.
SLA Breach Prediction
SoonPredictive alerts before a ticket breaches its SLA, with suggested escalation actions.
Live Preview
Mobile PWA — fault reporting with pictograms, QR scanning
The reporter first sets the SLA priority on the configured PWA app, then scans the asset QR code. Using pictograms, they pick the service type in a few steps — and the work order is automatically routed to the specific solving team or subcontractor, with no manual dispatch.
Empowering facilities with intelligent solutions
Service types
Tap a service type to report
The reporting flow — 4 steps
Smart auto-routing — live
Based on the service type, asset category, location and team workload, the system automatically routes the work order to the right technician or subcontractor — with SLA countdown, no manual dispatch.
Live Preview
Incident List — Fault Prioritization & Assignment
The real ArchiPM incident-list view — with left navigation tree, status badges, priority levels and assignee routing. Subject, code, reporter, priority and assigned technician are tracked in a single table — unassigned ones stand out immediately.
| Incident subject | Status | Incident code | Reporter | Priority | Assigned to | Site | |
|---|---|---|---|---|---|---|---|
| Ablakfóliázás igény | NEW REPORT | Q000047 | AL0026 - Patricia | 3 — Normal | Unassigned | Zugló Office — 2nd floor | |
| Ablakfóliázás igény | IN PROGRESS | Q000076 | AL0006 - Viktória | 2 — High | Nagy Péter | Zugló Office — 1st floor | |
| Ablakfóliázás igény | BEING RECORDED | Q000078 | AL0005 | 3 — Normal | Tóth Gábor | TechHub Zrt. — Level 0 | |
| Ablakfóliázás igény | ACCEPTED | Q000088 | AL0004 - Lajos | 2 — High | Kiss László | Zugló Office — 3rd floor | |
| Ablakfóliázás igény | ACCEPTED | Q000092 | AL0001 - Rendszergazda | 1 — Critical | Nagy Péter | Zugló Office — Server room | |
| Ablakfóliázás igény | BEING RECORDED | Q000124 | AL0026 - Patricia | 3 — Normal | Szabó Imre | Zugló Office — 2nd floor | |
| Ablakfóliázás igény | ACCEPTED | Q000126 | AL0026 - Patricia | 4 — Low | Tóth Gábor | Zugló Office — Block B | |
| Ablakfóliázás igény | NEW REPORT | Q000127 | AL0026 - Patricia | 2 — High | Unassigned | Zugló Office — 2nd floor | |
| Ablakfóliázás igény | NEW REPORT | Q000129 | AL0026 - Patricia | 3 — Normal | Unassigned | Zugló Office — 2nd floor |
Prioritization is visible — not hidden
Every incident carries a priority level (1–4). Critical and high-priority tickets jump the queue; unassigned ones are flagged with a red badge for immediate attention.
Assignment in one column
The responsible technician's name is visible on every row. Unassigned incidents show a red flag — the dispatcher instantly sees what still needs routing.