Downtime incident logging and analytics

Purpose

1.1. Automate end-to-end downtime incident logging, notification, escalation, and analytics for public utility company operations.
1.2. Enable automated capture of utility service interruptions, cause, affected assets, time-stamping, and responsible parties for enhanced operational visibility and compliance.
1.3. Facilitate real-time automated alerts, root-cause analytics, automated audit trails, and automated data aggregation for management dashboards and regulatory reporting.

Trigger Conditions

2.1. Automated receipt of telemetry signals indicating service disruption.
2.2. Manual incident log via operator portal, chatbot, or ticketing interface.
2.3. Scheduled checks detecting anomalies or threshold breaches in system performance.
2.4. Integration-triggered from SCADA, ERP, or CMMS system via API or webhook.

Platform Variants

3.1. ServiceNow
• Feature: Incident Management API. Configure endpoint for automated incident logging, automated incident updating, and closure.
3.2. Splunk
• Feature: HTTP Event Collector. Use automated event push to aggregate downtime data streams for real-time analytics.
3.3. PagerDuty
• Feature: Incidents API. Trigger automated escalation policies upon new incident creation.
3.4. Twilio
• Feature: SMS API. Automate outage notification SMS to on-call teams and managers.
3.5. Microsoft Power Automate
• Feature: Scheduled cloud flow. Automate periodic incident summary exports, push to SharePoint or Teams.
3.6. SAP
• Feature: Plant Maintenance Module (PM). Use BAPI (Business Application Programming Interface) to automate work order and incident ticket creation.
3.7. IBM Maximo
• Feature: REST API integration. Automate creation and synchronization of asset-related downtime tickets.
3.8. Slack
• Feature: Incoming Webhooks. Automate broadcast of incident alerts and resolution status.
3.9. Opsgenie
• Feature: Alert API. Automate escalation workflow with incident metadata pushed from monitoring tools.
3.10. Jira Service Management
• Feature: REST API. Automate ticket creation, update, closure, and comment threads tied to downtime events.
3.11. Google Sheets
• Feature: API v4. Automate log append, event status update, and incident analytics aggregation.
3.12. AWS Lambda
• Feature: Event-triggered functions. Automate execution of custom incident data normalization and forwarding.
3.13. Power BI
• Feature: Streaming Data Set API. Automate live dashboarding for downtime KPIs and root-cause analytics.
3.14. Zendesk
• Feature: Tickets API. Automate support ticket creation and classification for customer complaints during downtime.
3.15. Freshservice
• Feature: REST API. Automate incident workflow initiation for operations and maintenance.
3.16. Cisco Webex
• Feature: Bot API. Automate alerts, interactive response, and follow-ups with command messages.
3.17. Trello
• Feature: Cards API. Automate incident board card creation and automated categorization.
3.18. Smartsheet
• Feature: Sheets API. Automate log archival, filtered views, and reporting automation.
3.19. Salesforce
• Feature: Case Object API. Automate creation of incident cases against affected customer accounts.
3.20. Nagios XI
• Feature: External Commands API. Automate incident triggers based on monitoring alerts directly into operation logs.

Benefits

4.1. Provides fully automated incident traceability and accountability.
4.2. Accelerates mean time to resolution via automated escalation, assignment, and reminders.
4.3. Reduces manual data entry and automates analytics for continuous improvement.
4.4. Ensures automated regulatory compliance through auditable, automated logs and reports.
4.5. Fosters standardized, automatable, and interoperable operations for utilities with scalable automation.