Incident reporting and automated escalation

Purpose

1.1. Automate the end-to-end incident reporting and escalation workflow for indoor golf courses, including detection, submission, verification, multi-channel notifications, urgency assessment, workflow routing, status tracking, escalation management, documentation, and audit trail creation.
1.2. Enable automated reporting by staff and customers via web, mobile, voice, or email, triggering pre-defined automated escalation processes for safety, maintenance, or operations incidents.
1.3. Create automated workflows for compliance verifications, leadership alerts, maintenance scheduling, incident follow-up, and summary reporting for audits or management analysis.

Trigger Conditions

2.1. Submission of an incident form via web portal, mobile app, or kiosk.
2.2. Receipt of incident email to designated address.
2.3. Incoming SMS or WhatsApp message containing incident keywords.
2.4. Voice message left on a dedicated incident hotline.
2.5. Sensor or IoT device detecting anomalies (e.g., fire, equipment failure, security breaches).
2.6. Chatbot conversation flagged as an incident report.
2.7. Incident logged in a facilities management system.

Platform Variants

3.1. Twilio (Programmable SMS, Voice)
• Feature/Setting: Automate SMS/voice receipts, parse incident details, trigger webhooks.
• Sample: Configure Messaging Webhook for SMS to POST incident data to workflow endpoint.
3.2. SendGrid (Inbound Parse Webhook)
• Feature/Setting: Automate parsing emails for incident data, trigger incident logs.
• Sample: Set up Parse Webhook to extract key incident fields and POST to automation system.
3.3. ServiceNow (Incident Management API)
• Feature/Setting: Automates incident creation, assignment, escalation; use Table API.
• Sample: POST /api/now/table/incident with data payload for new incident.
3.4. Slack (Incoming Webhooks, Workflow Builder)
• Feature/Setting: Automated alerting of incident channels or direct messages.
• Sample: Configure Workflow Builder to automate incident escalation to #management.
3.5. Microsoft Teams (Incoming Webhook, Power Automate Connector)
• Feature/Setting: Automated message to a channel or escalate via Power Automate.
• Sample: Power Automate triggers Teams message on new incident submission.
3.6. Zendesk (Ticket Creation API, Triggers)
• Feature/Setting: Automate ticket creation and escalation policies for incidents.
• Sample: POST /api/v2/tickets with incident details; set up automation triggers on status.
3.7. PagerDuty (Events API v2)
• Feature/Setting: Automated escalation to on-call engineering or facilities.
• Sample: POST to /v2/enqueue with incident context for routing.
3.8. Salesforce (Case Object, Process Builder)
• Feature/Setting: Automate case creation and escalation with Case object flows.
• Sample: Auto-create Case and route with Process Builder automation.
3.9. Jira Service Management (REST API, Automation Rules)
• Feature/Setting: Automated ticket creation and escalation workflows.
• Sample: Create Issue via POST /rest/api/3/issue; configure Automation Rule for escalation.
3.10. Google Forms (Form Submission Trigger, Apps Script)
• Feature/Setting: Automate incident capture, trigger workflow via Apps Script webhook.
• Sample: OnSubmit Apps Script sends incident details to workflow endpoint.
3.11. Zapier (Webhooks, Filter, Delay)
• Feature/Setting: Automate multi-platform escalations with filters and delays.
• Sample: Zap trigger on form/email/SMS, filter severity, auto-escalate via multiple apps.
3.12. Airtable (Automation Rules, API)
• Feature/Setting: Automated logging and escalation via base automations.
• Sample: Automate record creation, send webhook when escalation criteria met.
3.13. Monday.com (Automations, Webhook Integration)
• Feature/Setting: Automate incident items creation and status-based escalations.
• Sample: On item creation, automate webhook call if “Urgent” status.
3.14. Trello (Automation/Butler, Power-Up Webhooks)
• Feature/Setting: Automate incident card creation, auto-assign, escalate by due date.
• Sample: Butler rule: if label “Critical”, move card and notify assigned user.
3.15. Freshdesk (API, Automation Scenarios)
• Feature/Setting: Automate ticket creation, escalation policy configurations.
• Sample: Configure automation rule: if priority >3, auto-escalate and notify manager.
3.16. Asana (Rules, Webhooks, API)
• Feature/Setting: Create tasks for incident, automate multi-level escalation flows.
• Sample: Webhook on “New Incident” triggers rule: assign, escalate if not resolved in 2 hours.
3.17. Smartsheet (Automation, Webhooks)
• Feature/Setting: Automate incident row intake, route to escalation contacts via alerts.
• Sample: Row added = trigger workflow to email escalation group.
3.18. HubSpot (Tickets, Workflows)
• Feature/Setting: Automate ticket creation, categorization, and escalation emails.
• Sample: Workflow on ticket property “Urgency = High” sends escalated emails.
3.19. Google Chat (Bots, Webhooks)
• Feature/Setting: Automate bot notifications and escalation posts into rooms.
• Sample: Incident bot posts notification, escalates to next room if action not taken.
3.20. Microsoft Outlook (Rules, Flow Integration)
• Feature/Setting: Automate forwarding of incident emails, trigger further automations.
• Sample: Rule to flag incident emails, trigger workflow to escalate if keyword matches.

Benefits

4.1. Automatedly reduces response time for incident management.
4.2. Automates tracking, audit, and reporting for compliance needs.
4.3. Automates multi-channel, multi-level incident escalation—improving oversight.
4.4. Delivers automation for scheduling, alerts, and remedial workflows.
4.5. Automates documentation, reducing human error and manual workload.
4.6. Enables scalable, automatable operations for facilities with variable size and complexity.
4.7. Centralizes documentation and enables automated performance analytics.