Incident & Case ManagementPurpose
1.2. Ensure high-risk or urgent cases are prioritized and dispatched first, while non-critical cases are queued appropriately.
1.3. Minimize manual intervention and standardize response times across jurisdiction.
1.4. Centralize data-driven triage for management oversight and compliance auditing.
1.5. Enable rapid officer deployment and resource allocation based on real-time conditions.
Trigger Conditions
2.2. Receipt of incident data through integrated emergency dispatch systems or email.
2.3. Update or escalation of existing case status with changes in severity or location.
2.4. Arrival of external intelligence feeds (e.g., environmental hazards, disaster alerts).
Platform Variants
3.1. Salesforce
• Feature/Setting: Case Auto-assignment rules — configure rule filters by severity, type, and postal code.
3.2. ServiceNow
• Feature/Setting: Flow Designer — create workflow for case categorization using incident fields.
3.3. Microsoft Power Automate
• Feature/Setting: Automated Cloud Flow — trigger on case submission, use conditional logic for prioritization.
3.4. Twilio SMS
• Feature/Setting: Webhook integration — parse inbound incident reports, apply routing logic based on SMS content.
3.5. Zendesk
• Feature/Setting: Triggers and Automations — set priority tags according to custom field mappings.
3.6. Jira Service Management
• Feature/Setting: Automation rules — prioritize and assign tickets using JQL filters.
3.7. Google Cloud Functions
• Feature/Setting: Event-driven Python function — process webhook, evaluate severity matrix, update case DB.
3.8. AWS Lambda
• Feature/Setting: Lambda trigger on S3 new object or SNS, classify incidents, invoke SNS alert by priority.
3.9. IBM Cloud Functions
• Feature/Setting: Serverless workflow for rule-based case escalation.
3.10. Zapier
• Feature/Setting: Multi-step Zap — parse incoming form data, apply filters, route to specific teams.
3.11. Monday.com
• Feature/Setting: Custom automation recipes — update status and owner if incident matches location/severity.
3.12. Asana
• Feature/Setting: Rules engine — auto-prioritize incoming task based on incident attributes.
3.13. Airtable
• Feature/Setting: Scripts and Automations — auto-filter and assign cases with matching fields.
3.14. Smartsheet
• Feature/Setting: Automated workflows — send alerts or update columns when severity/location criteria met.
3.15. PagerDuty
• Feature/Setting: Event Rules — route urgent animal incidents by custom incident rules.
3.16. Freshdesk
• Feature/Setting: Supervisor rules — prioritize tickets with severity/location attributes.
3.17. HubSpot Service Hub
• Feature/Setting: Workflow Automation — assign and flag cases for designated teams.
3.18. Pipedream
• Feature/Setting: Triggers and code steps — prioritize webhooks from form submissions for animal incidents.
3.19. Intercom
• Feature/Setting: Custom Bots — assign cases to prioritized queues based on structured responses.
3.20. Google Apps Script
• Feature/Setting: Trigger on form submit, auto-evaluate fields, send email/slack notification with priority tag.
3.21. Slack API
• Feature/Setting: Incoming Webhooks — post prioritized incident messages for dispatcher action.
3.22. Notion
• Feature/Setting: Database automation — assign and filter incident cards by tags or fields.
3.23. Trello
• Feature/Setting: Butler automation — move case cards to priority lists using rules.
3.24. Workato
• Feature/Setting: Custom workflow — integrate multiple sources and automate escalation steps.
Benefits
4.2. Reduced human error and subjective judgment in triage.
4.3. Real-time visibility and status tracking for all incoming cases.
4.4. Scalable and replicable triage process across regions.
4.5. Seamless integration with existing dispatch and public safety solutions.