D4H Products Integration FAQs

Welcome to our D4H Products Integration Frequently Asked Questions page. Whether you're a new customer looking for information or a returning customer seeking clarification, we're here to help you get the most out of your experience with us.

Browse through our FAQs to find the information you need, and if you can't find what you're looking for, please don't hesitate to reach out to our Help Desk for further assistance.

Q - Why I am seeing an error when I try to reactivate an incident channel?

A - This might be because your incident report is still in the process of being archived. Archiving can take some time, especially if the incident includes a lot of data, large files like videos or images.

Q - Why I am seeing an error “!” shown next to an archived incident channel?

A - This indicates that the system was unable to archive the incident report. Possible reasons include:

The API token used for the Products Integration has expired and the integration needs to be redone.
The user associated with the API token is no longer active, has been marked as non-operational, or has been deleted and the integration needs to be redone.

ℹ️ NOTE: Make sure the user profile of the API token holder remains active in the account (you can set them as an Observer to ensure they’re not included in your reports). If the incident reports still fail to archive despite having an active API token, please email the Help Desk.

Q - I accidentally created an incident report as an Incident, how can I change it to an Exercise or an Event?

A - This is not feasible because once an incident channel is started, the type of activity report shown in Team Manager cannot be modified in the Operations Center.

Option 1: You can shutdown the incident channel, if possible, and then relaunching it selecting the correct activity type.
Option 2: If you're unsure about which type of activity report you need (e.g., incident, exercise, or event);

Uncheck the Create an activity in D4H Incident Reporting when starting your incident channel in the Operations Center

When you're ready to shut down the incident channel, select > Advanced Options and choose the activity type (Incident/Exercise/Event) from the dropdown

If the incident has already been shut down, select Archived incidents, click the 📊 graph icon and select the Create Incident Report icon

ℹ️ NOTE: For Personnel & Training only, once the incident channel has been shut down, you can convert the activity type Event < > Exercise within Team Manager but this still remains unchanged in the Operations Center.

Q - Why is the information not pulling correctly into the activity report in Team Manager, even though I have set up the account with field mapping?

A - Please refer to this help article and video to ensure the field mapping is set up correctly. The most common issues we've observed include:

The field type in the Situation Report template within the Operations Center does not match the custom field data type with Team Manager.
The field being mapped is not created under the correct custom field activity category within Team Team Manager (e.g. Incident/Events/Exercises).
If the field in the Situation Repot template within Operations Center uses option selections or checkboxes and not all options are added to the custom field, this can cause issues.Make sure that any updates to the Situation Report template are also reflected in the custom field in Team Manager.
The custom field has not been mapped to the correct field in the Operations Center.

We are working on improving the integration with D4H products. Stay updated and subscribe to our feature updates page by visiting https://updates.d4h.com.