Fault escalation workflows for critical assets

Purpose

 1.1. Automate critical fault escalation across all corporate and operational asset classes in metro rail to ensure rapid responsiveness, minimize downtime, and enhance safety compliance.
 1.2. Automated workflows detect, prioritize, and escalate faults in real-time to relevant stakeholders, track resolutions, and generate compliance reports for management.
 1.3. Enables full-cycle automation and tracking for incidents from detection to closure, integrating silos and automating collaboration between maintenance, management, and external vendors.

Trigger Conditions

 2.1. Automatedly activate on IoT sensor alerts indicating out-of-threshold vibrations, temperature, or pressure on rolling stock or infrastructure.
 2.2. Asset management system records status change (fault code, error message) for priority assets.
 2.3. SCADA or BMS alarm triggers for electrical, signaling, or environmental faults.
 2.4. Incident submitted by operator via mobile application or webform.
 2.5. Scheduled maintenance windows where critical issues remain unresolved.
 2.6. Escalation auto-triggers upon failure of assigned team to acknowledge fault within SLAs (e.g., 5 minutes).

Platform Variants

 3.1. ServiceNow
  • Function: Incident Management API — auto-create and escalate incident ticket via “POST /api/now/table/incident” with criticality tag.
 3.2. Jira Service Management
  • Feature: Automated Issue Creation — configure “Create Issue” automation rule with escalation matrix.
 3.3. Twilio
  • SMS/Voice Setting: Use Programmable SMS/Voice API to automate multi-level paging to on-call staff on escalation.
 3.4. SendGrid
  • Email Trigger: Auto-send templated escalation messages using “Send Email v3 Mail Send” endpoint.
 3.5. Microsoft Teams
  • Bot/Connector: Automate urgent incident post to channel via “Incoming Webhook” integration.
 3.6. Slack
  • Workflow: Trigger “chat.postMessage” API to designated incident response channels.
 3.7. PagerDuty
  • Incident API: Use “Create Incident” endpoint for automated on-call alert and escalation policies.
 3.8. Opsgenie
  • Alert API: “POST /v2/alerts” to automate routed notifications and escalations.
 3.9. Salesforce
  • Case Object Automation: Use Process Builder or Flow to automate case creation/escalation on asset fault events.
 3.10. Zendesk
  • Automated Ticket Generation: “Create Ticket” API endpoint for auto-escalating critical faults.
 3.11. IBM Maximo
  • REST API: Automatedly generate service requests or escalate work orders via “mxapiwo” endpoint.
 3.12. SAP S/4HANA
  • Maintenance Order: Use OData APIs “POST /A_MaintenanceOrder” for automated fault escalation orders.
 3.13. Google Chat
  • Webhook: Automate push of fault alerts to specific chat rooms via “incoming webhook” feature.
 3.14. Email (SMTP)
  • Alert Inbox: Automate sending priority escalation emails with SMTP relay using fault templates.
 3.15. WhatsApp Business API
  • Message Automation: Automated escalation using “messages” endpoint to notify managers/mobile teams.
 3.16. Zoho Desk
  • Ticket API: Escalate via “Create Ticket” endpoint, mapped with custom urgency logic.
 3.17. Azure Logic Apps
  • Workflow Automation: Design escalator to trigger and route fault tickets via drag-and-drop logic.
 3.18. AWS Lambda
  • Automated Orchestration: Serverless function triggers on event and calls REST APIs for escalation.
 3.19. BMC Helix ITSM
  • Automated Incident: “POST /api/arsys/v1/entry/HPD:IncidentInterface” for automated critical incident creation.
 3.20. Freshservice
  • Workflow Automator: Configure custom escalation rules via automation module for faults.
 3.21. Webex
  • Bot Integration: “Create Message” API to automatically notify responders in incident rooms.
 3.22. Ivanti Neurons
  • Automation Platform: Set rules to escalate tickets using “Automation Rules” for criticality.
 3.23. Monday.com
  • Board Automations: Automatedly create and escalate items using “Integrate” and “Automate” modules.
 3.24. Asana
  • Automated Task Creation: Configure Rule to escalate high-priority faults by field mapping.

Benefits

 4.1. Automates reduction in response time for critical asset failures and incidents.
 4.2. Eliminates manual escalations, automating multi-channel communication coverage 24/7.
 4.3. Automates compliance with corporate SLAs and improves audit readiness.
 4.4. Increases asset availability and reliability by automatedly closing the feedback loop.
 4.5. Automates cross-platform collaboration, breaking down operational silos.
 4.6. Standardizes and automates escalation logic, reducing operational error and fatigue.
 4.7. Enables data-driven continuous improvement through automated reporting and analytics.