Incident reporting and escalation workflow

Purpose

1.1. Automate structured capture, routing, and escalation of incidents related to compliance, quality, HSE, or vendor breaches within the aggregate supplier operations.
1.2. Ensure immediate notification to relevant parties based on severity and category of incident, with systematic documentation, assignment, and audit tracking for regulatory, insurance, and operational requirements.
1.3. Maintain historical logs, evidence attachments, analytics, and follow-up verifications to close compliance gaps and support proactive improvements.

Trigger Conditions

2.1. Manual form submission by employee or supplier for a new incident (e.g., accident, non-compliance, near-miss).
2.2. Email with specific keywords or attachments sent to dedicated compliance or incident inbox.
2.3. IoT sensor detects safety/environmental breach (e.g., dust levels, dangerous vibration detected).
2.4. Scheduled audit task reports non-compliance, automatically flagged.
2.5. Supplier submits a failure notification via vendor portal or EDI feed.

Platform Variants

3.1. Microsoft Power Automate
• Trigger: When a new Form Response is received.
• Action: Create SharePoint item, notify Teams, escalate via Planner.

3.2. ServiceNow
• Module: Incident Management API
• Action: Create incident, assign workflow, automate escalation rules.

3.3. Jira Service Management
• Endpoint: /rest/api/2/issue
• Action: Auto-create issue with incident type, assign escalation group.

3.4. Slack
• Feature: Incoming Webhook, Workflow Builder
• Action: Send channel notifications, auto-thread escalation to #compliance-alerts.

3.5. Zendesk
• Endpoint: /api/v2/tickets
• Action: Auto-ticket creation and SLA monitoring for incident cases.

3.6. Twilio SMS
• API: Messages resource
• Action: Instantly alert escalation contacts by SMS for Critical events.

3.7. SendGrid
• Endpoint: /mail/send
• Action: Send real-time incident escalation emails to compliance officers.

3.8. DocuSign
• API: Envelopes:create
• Action: Route attached incident documentation for digital signature.

3.9. Dropbox
• API: files/upload
• Action: Store photo or evidence attachments in incident-specific folders.

3.10. AWS Lambda
• Integration: Incident-data processing function
• Action: Run custom escalation rules, trigger further integrations.

3.11. Google Sheets
• API: spreadsheets.values.append
• Action: Log incident details and escalation status in compliance register.

3.12. SAP
• Module: Incident Management Fiori App
• Action: Create workflow case, escalate per business rules.

3.13. Salesforce Service Cloud
• Endpoint: /services/data/vXX.X/sobjects/Case
• Action: Auto-generate Compliance case and assign escalations.

3.14. PagerDuty
• API: Incidents create
• Action: Trigger on-call or duty escalation for incident.

3.15. Asana
• API: /tasks
• Action: Create task and auto-assign incident follow-up team.

3.16. Monday.com
• API: create_item
• Action: Log and advance incident through compliance board’s stages.

3.17. Microsoft Teams
• Feature: Adaptive Card + Webhook
• Action: Post interactive incident details, escalate with quick assignment actions.

3.18. Google Drive
• API: files.create
• Action: Store incident documentation, create access-controlled folders.

3.19. Trello
• API: /cards
• Action: Create incident cards for compliance review boards.

3.20. Freshservice
• API: /api/v2/tickets
• Action: Record and auto-escalate incidents to relevant compliance group.

Benefits

4.1. Accelerates incident awareness and ensures timely, auditable remediation action.
4.2. Auto-archives evidence for compliance, insurance, and regulatory defense.
4.3. Reduces manual coordination and error risk; improves supplier and site accountability.
4.4. Delivers real-time escalation, reducing downtime and risk, improving site safety.
4.5. Enables analytics for proactive compliance and operational performance improvement.