Troubleshooting: incidents

The form won't save: "store has no timezone"

Cause: An incident cannot be filed for a store that has no timezone recorded, because a guessed timezone would put a permanently wrong time on a record used as evidence.

Fix: Ask an administrator to set the store's timezone in the stores registry. Once the store has a timezone, the incident will save.

I can't find or open an incident I know exists

Possible causes:

You are a Regional or District Asset Protection Manager and the incident is outside your territory. Out-of-territory incidents are refused with the same wording as "no such record," so the incident's existence is never revealed. This is by design.
The incident has no store linked to it. An incident with no store is invisible to territory-scoped roles entirely, because there is no territory to match it against.
The incident was deleted. Deletion removes it from the list, search, and every case tab immediately.

The store picker won't show a store I need

The picker shows only stores inside your organization and, for territory-scoped roles, inside your territory. If you type a store number outside your territory, the save is refused even though you typed it: this is enforced on the server, not just hidden in the picker. Ask an administrator if you believe a store should be in your territory.

I imported a document but no incident was created

Cause: The document carries a source reference that has already been imported. The platform reports this as a duplicate and creates no second incident. The check is on the document's own reference number, so two genuinely different documents that happen to share a reference will also collide.

Fix: Search the Incidents list for the existing incident. If you need to record genuinely new information, edit that incident or add a manual entry.

A suspect photo has no description

Causes and fixes:

The photo is in HEIC format (common from iPhones). HEIC photos are stored but not analyzed. Re-upload the photo as JPG or PNG to get a description.
No person could be located in the image, or the analysis failed. The import still completes; the suspect simply keeps the written description from the document and has no generated one. This never blocks anything.

Two people entered the same incident

Manual entry has no duplicate detection: only document import rejects a repeat. If you suspect a duplicate, search the Incidents list before entering a new incident. Duplicates can be soft-deleted; deletion also removes any connections and copied case items derived from the deleted record.

I don't see the "Edit Recovery" control

Which roles can edit recovery figures has not been finalized. If you expect this control and do not see it, that is the current reason rather than a fault with your account.

A time looks wrong or "off by a day"

Incident times are shown in the store's local zone first, then your own zone in parentheses. On dashboards and analytics, date ranges are bucketed in your own timezone and labeled as such, so an evening incident near midnight can display one date and count toward the next. This is expected; the labeled zone is the guide.