Incident reporting and escalation notifications

Purpose

1.1. Enable rapid capture, notification, assignment, and escalation of incident reports across aquarium facilities.
1.2. Ensure proper documentation, compliance, and closure of safety or operational incidents.
1.3. Automate real-time escalation to appropriate staff based on severity and incident type.
1.4. Support audit readiness with synthesized incident logs and communication trails.
1.5. Integrate incident workflows into broader operations & maintenance ecosystems for streamlined management.
1.6. Minimize downtime, maximize staff safety, visitor experience, and asset protection.

Trigger Conditions

2.1. Manual report submission via web/mobile form, kiosk, or email.
2.2. IoT sensor activation (e.g., water quality sensor triggers, door alarms).
2.3. Ticket generation from guest service desk/CRM.
2.4. Scheduled facility inspections indicating compliance failures.
2.5. Emergency system alerts (fire, water leak, safety breach).
2.6. Social media monitoring for tagged incidents (#AquariumAlert).
2.7. System API event from existing maintenance or facility software.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Send incident notifications; use Messages API for team alerts: POST /Messages with incident summary.
3.2. SendGrid
• Feature/Setting: Email alerts to managers; use Mail Send API for incident details, escalation paths.
3.3. ServiceNow
• Feature/Setting: Auto-create incident tickets; use Incident API (POST /api/now/table/incident) on trigger.
3.4. Slack
• Feature/Setting: Post to #incidents channel; use chat.postMessage API with JSON payload for real-time updates.
3.5. Microsoft Teams
• Feature/Setting: Trigger adaptive card notification; use Microsoft Graph API to POST message to team.
3.6. PagerDuty
• Feature/Setting: Instantly escalate based on severity; use Events API (POST /v2/enqueue) with incident payload.
3.7. Zendesk
• Feature/Setting: Create or update support tickets; Tickets API (POST /api/v2/tickets.json) for incident input.
3.8. Jira Service Management
• Feature/Setting: Log incident as issue; use REST API (POST /rest/api/3/issue) with custom incident fields.
3.9. Salesforce Service Cloud
• Feature/Setting: Auto-generate case record; use REST API to create case (POST /services/data/vXX.X/sobjects/Case/).
3.10. Freshdesk
• Feature/Setting: Ticket creation on new incident; use Tickets API (POST /api/v2/tickets) with form data.
3.11. VictorOps (Splunk On-Call)
• Feature/Setting: Alert routing/escalation; use REST endpoint POST /api-public/v1/incidents.
3.12. Opsgenie
• Feature/Setting: Incident alert and multi-level escalation; use Alert API POST /v2/alerts.
3.13. Google Workspace
• Feature/Setting: Send Gmail alert to Ops list; use Gmail API (users.messages.send) with incident info.
3.14. Zoho Creator
• Feature/Setting: Intake incident form; trigger workflow via Deluge script to notify and route.
3.15. HubSpot
• Feature/Setting: Ticket pipeline automation; use Tickets API (POST /crm/v3/objects/tickets) for incident entry.
3.16. Asana
• Feature/Setting: Task creation for incident ownership; use Tasks API (POST /tasks) with assignee/escalation.
3.17. Monday.com
• Feature/Setting: New item in Incident Board; use API (POST /v2/) for structured incident data.
3.18. Outlook 365
• Feature/Setting: Automated incident email; use Graph API mail.send to deliver standardized notification.
3.19. AirTable
• Feature/Setting: Log new incident record; use API (POST /v0/{baseId}/{tableName}) for tracking and reporting.
3.20. Webex
• Feature/Setting: Team space notification; use Messages API (POST /v1/messages) with incident summary.
3.21. Discord
• Feature/Setting: Post to incident-management channel; use create message endpoint.
3.22. Home Assistant
• Feature/Setting: Trigger automation on sensor status; use automation.trigger for custom incident rules.
3.23. Trello
• Feature/Setting: Card creation for incident; use Cards API (POST /1/cards) for board workflow.

Benefits

4.1. Eliminates manual communication delays, ensuring immediate escalation.
4.2. Centralizes all incident data for compliance and post-incident review.
4.3. Custom escalation paths by severity/type, reducing operational risk.
4.4. Full audit trail for investigations or regulatory purposes.
4.5. Multi-channel delivery ensures no incident is missed, regardless of staff location.
4.6. Consistent staff training through workflow-driven notification templates.
4.7. Faster resolution decreases downtime and liability in aquarium operations.