Incident reporting and escalation workflow

Purpose

1.1 Enable swift, documented incident reporting (injuries, technical failures, security breaches) in an amusement park, streamline escalation to relevant teams, ensure compliance, initiate proper follow-up actions, and maintain a permanent audit trail for operational, security, and guest safety issues.
1.2 Integrate multiple capture points: staff mobile devices, kiosks, maintenance panels, and surveillance systems.
1.3 Route incidents by severity, type, and urgency to specified responders and regulatory contacts.
1.4 Support photo/video attachments, voice notes, classification, timestamping, and geo-location tagging in all reports.

Trigger Conditions

2.1 Incident flagged by staff through mobile/web form.
2.2 Automated sensor/IoT alert (e.g., mechanical failure, unauthorized access).
2.3 Guest submits report via app or kiosk.
2.4 Incident detected via surveillance AI (e.g., crowd panic, unattended object).
2.5 Scheduled compliance spot-check generates exception report.

Platform Variants

3.1 Twilio SMS
• Feature/Setting: Trigger outbound/inbound SMS alerts for incident escalation; Configure "Programmable SMS" with webhooks for 2-way escalation.
3.2 SendGrid
• Feature/Setting: Use Transactional Email API for notifying operations and safety teams instantly.
3.3 Zendesk
• Feature/Setting: Create tickets with "Create Ticket" API and auto-route to relevant facility group.
3.4 Slack
• Feature/Setting: "Incoming Webhooks" for posting critical incidents to dedicated #incident-ops channels.
3.5 Microsoft Teams
• Feature/Setting: Use "Create Channel Message" API to broadcast incidents and escalate pins in team threads.
3.6 ServiceNow
• Feature/Setting: Auto-create incidents through "Table API" for IT and facility workflow tracking.
3.7 Salesforce
• Feature/Setting: "Create Record" for case management in Service Cloud, mapped to incident type.
3.8 JIRA Service Management
• Feature/Setting: "Create Issue" API for opening incident tickets, set autoflow for escalation hierarchy.
3.9 PagerDuty
• Feature/Setting: "Create Incident" API to trigger on-call and management responses.
3.10 Google Maps Platform
• Feature/Setting: Geo-tag incidents using "Geocoding API" during report logging.
3.11 Dropbox
• Feature/Setting: "Upload File" API for storing photo/video incident evidence sent with reports.
3.12 DocuSign
• Feature/Setting: "Create Envelope" API for managerial sign-off on incident acknowledgments.
3.13 Google Drive
• Feature/Setting: Store and organize incident documentation via "Files: Create" API.
3.14 Airtable
• Feature/Setting: Log incident metadata in a structured base using "Create Record" API.
3.15 Monday.com
• Feature/Setting: Update boards with "Create Item" for new incident entries, automate owner assignment.
3.16 HubSpot
• Feature/Setting: "Create Ticket" API to link incident data with visitor profiles for service and follow-up.
3.17 Asana
• Feature/Setting: "Create Task" API for follow-up assignment and resolution tracking.
3.18 Freshdesk
• Feature/Setting: Open tickets with "Create Ticket" API, escalate based on severity matrix.
3.19 Intercom
• Feature/Setting: "Create Conversation" for real-time chat escalation between incident reporters and operation leads.
3.20 Microsoft Power Automate
• Feature/Setting: Automate cross-platform notifications, triggers, and escalations using "Automated Flows".

Benefits

4.1 Faster response to safety and technical issues, reducing park liability.
4.2 Centralized, compliant incident log for audits and insurance.
4.3 Consistent communication, ensuring all stakeholders receive necessary alerts.
4.4 Real-time status and escalation tracking for all incidents.
4.5 Reduced human error, standardized documentation, and faster closure rates.