RedM Reports Staff Guide

How to work a ticket from arrival to close. Share this page with your staff team.

Everything below is subject to your permissions — the interface only draws the tools you hold the capability for.

Clock in first

Run /reportduty to toggle on duty.

When Config.Duty is enabled, auto-assign and watch/escalation pings only reach on-duty staff. If you are not clocked in, you will not be told when a report arrives.

Make it the first thing your team does on shift, and the last thing they undo when they leave.

The queue

Staff see all reports, across Open and Closed tabs, with:

• Priority badges
• An online dot for the reporter
• A Show Claimed filter
• A red ESCALATED badge on reports past the SLA escalation window

Claim it

Claim a report to take ownership. This is the whole point of the queue — it tells everyone else someone is on it.

• Unclaim to release it if you have to step away
• Transfer to hand it to another online staff member (needs adminActions)

Only a claimed report prompts the reporter for a review when it closes.

The detail panel

Opening a report loads the reporter and reported info, nearby players, chat, media, tags, notes, and an action log timeline of everything that has happened to the ticket.

Talk to the player

Chat is real time, with a typing indicator on both sides.

Quick responses (Config.QuickResponses) cover what you type twenty times a day. Use them for openers, then write properly for the specifics.

A few habits that resolve tickets faster:

• Acknowledge quickly even if you cannot fix it yet. A claimed ticket with "looking into this now" prevents most follow-up complaints.
• Ask for what you actually need. "What happened?" gets a worse answer than "Where were you standing, and what did they say first?"
• Say what you did before you close. A close with no explanation reads as being ignored.

Actions

Buttons act on the reporter or the reported player — a target selector appears when a reported player exists.

Go To · Bring · Revive · Freeze · Heal · Disarm · Jail · Warn · Kick · Ban

Plus any custom actions your server adds.

Warn, Kick and Ban require the punish capability. Kick and Ban route through Config.Integrations, so they hand off to whatever ban system your server already runs.

Capture before you act

Teleporting or freezing changes the scene. If the evidence matters, take the screenshot first.

Spectate

Click Spectate to enter spectator mode on the target.

Key	Action
← / →	Cycle between nearby players
Backspace	Stop

/pcr_stop_spectate is the fallback if the key does not respond. These keys are not rebindable in game — see Commands & Keys.

Media

Requires screenshot-basic (RedM fork).

• A screenshot is auto-captured of the reporter when they open a report
• Staff can capture the reporter or the reported player on demand
• Reporters can attach their own shot or a burst clip
• Everything uploads to Discord and appears as a thumbnail strip → lightbox gallery

There is no video on RedM. A burst is a rapid series of screenshots.

Tags, notes & blocks

• Tags — quick labels (cheating, rdm, …) for filtering. Gated by priority.
• Player notes — visible to all staff on that player, and persist across tickets. Write one whenever behaviour is worth remembering; that is what turns a third report into an obvious pattern.
• Internal notes — staff-only, hidden from the reporter.
• Block — stops a player creating reports, for a duration or permanently. Manage and unblock from the Dashboard. This is for abuse of the report system, not for punishing an unpopular player.

Watch a player

Click Watch on a reported player to get pinged whenever that license is reported again. Useful for someone on a final warning, or a name that keeps surfacing without any single report justifying action.

Staff chat

A dedicated staff-only channel, separate from report chat, with an online-staff list. Requires staffChat.

Close it

Closing prompts for a resolution reason (Config.ResolutionReasons), which is stored for statistics. The reporter is then prompted to rate the handler 1–5 stars with an optional comment.

Reopen if it turns out to be unresolved — better than a new ticket, because the history stays in one place.

Close, do not delete

Deleting destroys the ticket, its chat log, media and audit trail permanently. Close tickets. delete exists for spam and genuine mistakes.

Dashboard

Requires dashboard. It gives you:

• Stat cards — Open, Closed, Avg Claim, Avg Close, Avg Rating, SLA Breaches
• 14-day trend bar chart
• Server-side filters (status, priority, category, search) with pagination
• Staff leaderboard — handled, closed, avg rating, reviews
• Active blocks manager
• Blips toggle, showing open-report locations on the map

Read the leaderboard as a conversation-starter, not a scoreboard. Raw ticket counts reward whoever grabs the easy ones, while the person quietly handling every hard case looks slower. Pair the numbers with what you actually see.

Automation working for you

• Auto-assign round-robins new reports to on-duty staff
• SLA escalation flags unclaimed high/urgent reports and can ping a Discord role
• Audit log records every claim, close, transfer, action, priority and tag change
• Discord logs fire on every major action, with per-category and per-priority routing