Manual Event Creation

Not every security incident is captured by a camera. Site owners may call in to report suspicious activity, security guards may observe something during a patrol, or you may receive reports through other channels. CleverCommand allows operators to create manual events for these situations, ensuring they are tracked and handled through the same workflow as camera-detected events.

Creating a manual event for a site.

When to Create a Manual Event

Manual events are appropriate for:

• Phone-reported incidents -- A site owner calls to report suspicious activity
• Guard observations -- A security guard or patrol reports something they observed
• Third-party reports -- Police, neighbors, or other parties report activity at a site
• Maintenance follow-ups -- A hub or camera issue requires a documented event for tracking
• Testing -- Verifying that the dispatch and event workflow is functioning correctly

Creating a Manual Event

Video Logging it yourself · 0:18

1. Navigate to the Sites page from the sidebar
2. Search for and select the site where the incident occurred
3. Click the Create Manual Event button in the site details
4. Enter a description of the incident (be specific and include relevant details)
5. Click Create to generate the event

The manual event appears in the active event queue just like a camera-detected event. It follows the same lifecycle: it can be claimed, verified, dispatched on, and closed.

Log a phone-in

Next to Create Manual Event is a Log phone-in button — a structured shortcut for the most common manual event: an inbound client call. Instead of free-typing everything into one description, it captures the caller and reason in dedicated fields and tags the event as a phone-in.

1. Search for and select the site the caller is reporting about.
2. Click Log phone-in.
3. Tap who called. The site's keyholders are listed as buttons — picking one fills in their name and number straight from the record, so there's nothing to type and no risk of a mistyped number in the audit trail. If the caller isn't a keyholder, tap Someone else… and enter their name plus an optional number (the phone field has a country-code selector, South Africa by default, and only records a complete number, stored as +27…).
4. Pick a reason chip or type the reason yourself.
5. Click Log & open event.

CleverCommand creates the event (tagged as a phone-in, with the caller and reason recorded in the event metadata and a "Client phoned in" timeline entry) and opens it so you can keep working the call.

info

Log phone-in and Create Manual Event both require the Create manual event permission. To log an inbound call on an event you already have open — rather than creating a new one — use Client phoned in on the event's action row.

Adding a ticket

Not everything that comes up needs a full event — a keyholder asking to update their contact number, a call-in about billing, a note to follow up on next week. For those, use New ticket instead of creating an event.

1. Search for and select the site the ticket is about.
2. Click New ticket, next to Create event in the Site details header.
3. Pick a category (Call-in, Observation, Follow-up, Reminder, Task).
4. Write what it's about and click Create ticket.

The ticket is filed against the site and appears on CleverOps' Tickets board (CRM → Tickets) for triage — it can be picked up, snoozed, or converted into a service job or quote from there.

CRM module required

New ticket only appears when the control room has the CRM module enabled (see Modules & capabilities in CleverOps). Without it, tickets aren't part of the control room's workflow and the button is hidden.

Manual Event Details

Manual events differ from camera-detected events in a few ways:

A manual event in the queue has no snapshot and is tagged Operator-created, alongside camera-detected events.

Aspect	Camera-Detected Event	Manual Event
Photos	Automatic snapshots from camera	No automatic photos (can upload manually)
Trigger	Camera detection	Operator-created
Camera	Specific camera identified	No camera associated
Description	System-generated type and details	Operator-written description

Adding Evidence to Manual Events

Since manual events do not have automatic camera snapshots, operators should attach any available evidence:

An opened manual event: drag-and-drop or paste a photo, and record action notes documenting the source of the report.

1. After creating the manual event, open it from the queue
2. Use drag-and-drop or clipboard paste to upload photos or screenshots
3. Add detailed action notes describing the reported incident
4. Document the source of the report (who called, what was reported, when)

tip

When creating a manual event from a phone call, include the caller's name, the time of the call, what they reported, and any specific details (location within the site, description of persons or vehicles). This information becomes part of the permanent event record.

Processing Manual Events

Manual events follow the same workflow as camera-detected events:

Manual events follow the same lifecycle — every claim, note, dispatch and resolution is recorded in the audit trail.

1. The event appears in the active queue
2. An operator claims and reviews it
3. Actions, notes, and verification decisions are recorded
4. Response units can be dispatched if needed
5. The event is closed when resolved

warning

Manual events should be used for genuine incidents that need tracking. Do not create manual events for routine communications or non-security matters. Every event in the system is a permanent record.