Incident severity-based escalation routing

Purpose

1. Automates the process of routing safety or health-related incidents to the correct escalation contact based on incident severity, category, and site location.

2. Ensures that serious occupational incidents are identified and escalated without manual intervention for faster mitigation and regulatory compliance.

3. Automates notifications to various stakeholders via email, SMS, or ticketing tools, customizable by type and urgency of the incident.

4. Reduces manual triage, automating tailored communication paths and escalations for high-, medium-, and low-severity safety events.

Trigger Conditions

1. New incident log submitted via form, API, or direct database update.

2. Incident contains severity tag (e.g., critical, major, moderate, minor).

3. Change in status of an existing incident (e.g., pending to escalated).

4. SLA or timer breach for incident acknowledgment or resolution.

Platform Variants

1. Twilio Programmable SMS

• Feature/Setting: Automates outbound SMS to relevant safety officer; configure Message API with recipient list filtered by severity.
  

2. SendGrid Email API

• Feature/Setting: Automated emails using Dynamic Templates; configure transaction-triggered template for each severity group.
  

3. ServiceNow Incident Management

• Feature/Setting: Automates escalations by severity through Business Rules or Flow Designer “Create Task” action.
  

4. Jira Service Management

• Feature/Setting: Automation rule triggers on “incident created” with custom field mapping for escalation logic.
  

5. Slack

• Feature/Setting: Incoming Webhooks automate direct messaging to escalation channels; custom payload based on severity.
  

6. Microsoft Teams

• Feature/Setting: Automates channel notifications using Graph API or Adaptive Cards for prioritized incidents.
  

7. PagerDuty

• Feature/Setting: Automated escalation policies reacting to incident payload; configure via REST API or Service Integration.
  

8. Opsgenie

• Feature/Setting: Alert API automates high-severity alert routing to on-call officers defined by incident type.
  

9. Salesforce Service Cloud

• Feature/Setting: Workflow Rules automate task assignment/notification per incident; use “Process Builder” on custom object.
  

10. Zendesk

• Feature/Setting: Triggers automate ticket escalation based on custom severity fields; automated assignment to proper groups.
  

11. Freshservice

• Feature/Setting: Automation rules use keywords/severity in ticket fields to escalate to tiered response teams.
  

12. HubSpot Service Hub

• Feature/Setting: Workflows automate escalation based on custom property “incident severity”; enables targeted follow-up.
  

13. Google Chat

• Feature/Setting: Bot automates thread or DM alerting per severity using Google Chat API and Apps Script triggers.
  

14. Outlook/Microsoft 365

• Feature/Setting: Power Automate flow automates sending notifications to Distribution Lists tied to severity levels.
  

15. Aircall

• Feature/Setting: Automated outbound calls to emergency contacts triggered by high-severity incidents; configure via Zapier.
  

16. Asana

• Feature/Setting: Rules automate task assignment or project escalation for incident tasks, priority filter by severity.
  

17. Monday.com

• Feature/Setting: Automates creation of escalation items in dedicated boards via integrations and automations center.
  

18. Trello

• Feature/Setting: Butler rules automate movement of cards to escalation lists based on severity labels.
  

19. VictorOps

• Feature/Setting: Automated escalation policies for response times and severity, configured in “Routing Rules”.
  

20. Intercom

• Feature/Setting: Custom Bots automate message routing for critical incident responses to safety team inboxes.
  

Benefits

1. Fully automates incident escalation, reducing manual intervention and human error.

2. Automates compliance with regulatory timelines for occupational safety incident response.

3. Accelerates mitigation by automatedly contacting responsible personnel immediately.

4. Automator ensures consistent response regardless of shift or personnel changes.

5. Automates multi-channel notifications, ensuring no critical incident is missed.