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Everything that happens to an incident is recorded, so anyone picking it up can see the full story: how it changed status, who was assigned, what Support Operators said, and what the affected stations were doing.

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Comments

Support Operators comment on an incident to record findings, coordinate, or communicate outward. A comment has a visibility, and this is the part worth understanding carefully: Visibility controls who gets notified — not who can read the comment. Every comment on an incident, internal or external, is returned when you read its comments. “External” means the comment triggers an outward notification, not that internal comments are hidden from the API. If you are surfacing comments in your own tooling, filter on visibility yourself if you only want to show one kind. Comments can carry file attachments (for example a photo of a charger). Uploading an attachment is a two-step flow — request an upload URL, upload the file, then post the comment referencing it — described in API usage. Support Operator comments can be edited; the edit is stamped with who changed it and when. Who gets notified, and how notifications are configured, is covered in Notifications.

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System vs. Support Operator activity

Entries are attributed to whoever produced them:
  • Support Operator (a person) — status changes, assignments, and comments a Support Operator made.
  • System — actions the platform took on its own, such as opening an incident from a detected fault, resolving one automatically, or recording a merge or split. Automatic actions also leave an internal system comment for the audit trail.
This lets you tell at a glance whether a change was a deliberate Support Operator action or an automated one.

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The activity feed

The feed is the consolidated, newest-first timeline of an incident. Rather than reading status history, comments, and station activity separately, the feed merges them into one stream:
  • Status changes and the incident’s creation
  • Comments (with their attachments)
  • Assignment changes
  • Merges, splits, and links
  • Sessions and charger activity on the incident’s stations during its window
The feed is paginated. By default it hides low-level OCPP command rows so it reads as the human story; you can include them when you need the machine-level detail. Each entry names its actor and whether it was a system or Support Operator action. The individual sources are also available on their own endpoints — status history, assignment history, comments, and the session/command timeline — if you need just one of them. See API usage.