Daily Occurrence Log vs Incident Management System: when does a hotel occurrence become an incident?
At 10:14pm, a guest complains about somebody making noise in the corridor.
At 10:22pm, security attends.
At 10:27pm, everything is quiet again.
Occurrence logged.
At 11:46pm, the same guest reports shouting.
Security returns. This time, two guests are arguing. Still an occurrence?
At 11:51pm, one pushes the other. Now we probably have an incident.