Incident and fault ticket creation and assignment

Purpose

 1.1. Provide a standardized, automated process for incident and fault detection, ticket generation, and task assignment within Air Force Base operations.
 1.2. Ensure rapid and accurate recording, categorization, and escalation of faults related to facility, assets, and IT/communications systems.
 1.3. Integrate various reporting channels (IoT sensors, monitoring dashboards, direct staff inputs) and streamline notification and task allocation to technical teams.
 1.4. Maintain regulatory compliance, improve incident response time, and facilitate reporting for audits and after-action reviews.
 1.5. Enable seamless collaboration across multiple departments—security, maintenance, IT, logistics—ensuring all incidents receive prioritized responses.

Trigger Conditions

 2.1. Event detected by monitoring tools (syslog, SNMP traps, IoT device alerts).
 2.2. Manual entry by staff via web, SMS, or voice interface.
 2.3. Automated fault logs from aviation ground equipment or environmental monitoring systems.
 2.4. Scheduled system checks revealing anomalies or deviations.
 2.5. Escalation via predefined business rules from unresolved minor incidents.

Platform Variants

 3.1. ServiceNow
  • Feature: Incident Management API.
  • Setting: Configure POST /api/now/table/incident for automated ticket creation with assignment_group field.

 3.2. Jira Service Management
  • Feature: REST API - Create Issue.
  • Setting: POST /rest/api/2/issue, set project, issueType, and assignee fields.

 3.3. BMC Helix ITSM
  • Feature: Create Incident API.
  • Setting: POST /api/arsys/v1/entry/HPD:IncidentInterface, include Assignee Group.

 3.4. Freshservice
  • Feature: Tickets API – Create Ticket.
  • Setting: POST /api/v2/tickets with priority, group_id parameters.

 3.5. SolarWinds Service Desk
  • Feature: Service Desk API.
  • Setting: POST /api/incidents, include impact and assigned_group.

 3.6. Zendesk
  • Feature: Tickets API.
  • Setting: POST /api/v2/tickets, set group_id for assignment.

 3.7. Ivanti Neurons for ITSM
  • Feature: Incident Management API.
  • Setting: POST /api/Incident, fill TeamAssignmentId field.

 3.8. Remedyforce
  • Feature: Incident REST API.
  • Setting: POST /services/data/vXX.X/sobjects/BMCServiceDesk__Incident__c.

 3.9. Cherwell Service Management
  • Feature: Create Ticket Business Object API.
  • Setting: POST /api/V1/savebusinessobject, Incident object, set Assignment fields.

 3.10. Microsoft Power Automate
  • Feature: Flow Trigger & Action.
  • Setting: Monitor emails/IoT, trigger SharePoint/Outlook/Teams Create Item/Send-Assignment.

 3.11. IBM Maximo
  • Feature: REST API - Report Work Orders.
  • Setting: POST /maxrest/rest/os/MXOSINCIDENT, assign crew.

 3.12. PagerDuty
  • Feature: Events API v2.
  • Setting: POST /v2/enqueue, include routing_key for team assignment.

 3.13. Opsgenie
  • Feature: Alert API – Create Alert.
  • Setting: POST /v2/alerts, set responders array.

 3.14. Splunk On-Call
  • Feature: Incident Creation API.
  • Setting: POST /api-public/v2/incidents, set team.

 3.15. Samanage (SolarWinds)
  • Feature: Incident API.
  • Setting: POST /incidents, set assigneeId field.

 3.16. ManageEngine ServiceDesk Plus
  • Feature: Request API – Add Request.
  • Setting: POST /api/v3/requests, assign_to parameter.

 3.17. Atlassian Opsgenie
  • Feature: Create Incident API.
  • Setting: POST /v2/incidents, add responders group.

 3.18. Asana
  • Feature: Tasks API.
  • Setting: POST /tasks, set assignee/project for maintenance.

 3.19. Trello
  • Feature: Card Creation API.
  • Setting: POST /cards, assign member and label by incident severity.

 3.20. Slack
  • Feature: Workflow Builder & Incoming Webhooks.
  • Setting: Post to channel and direct message assignment via /services/hooks.

 3.21. Twilio SMS
  • Feature: Programmable Messaging API.
  • Setting: Send notification to maintenance lead upon new incident, via POST /Messages.

 3.22. Google Chat
  • Feature: Webhook-based incident alert.
  • Setting: Send JSON payload to webhook URL for new ticket notification.

 3.23. Microsoft Teams
  • Feature: Incoming Webhook/Adaptive Card.
  • Setting: POST ticket summary and assignment to dedicated Teams channel.

 3.24. Amazon SNS
  • Feature: Topic-based publish.
  • Setting: Publish incident payload to topic for all relevant subscribers (e.g. IT, safety officers).

Benefits

 4.1. Eliminates manual ticket entry and assignment delays, ensuring zero missed incidents.
 4.2. Provides end-to-end traceability and audit of all incidents across systems and teams.
 4.3. Automatic notifications and escalation minimize downtime and risk to mission-critical assets.
 4.4. Enhances interdepartmental coordination and swift resource allocation during emergencies.
 4.5. Ensures compliance with ISO/ITIL/NIST/reporting regulations and readiness standards.