Incident or emergency escalation workflow

Purpose

1. Provide a real-time, automated incident or emergency escalation workflow to rapidly inform designated teams, management, security, and emergency services of incidents at an amphitheater.

2. Ensure compliance with safety regulations and minimize risk to guests, staff, and artists through timely, trackable alerting and response coordination.

3. Centralize incident reporting, automate notifications, and log all actions for auditing and post-event review.

4. Integrate with venue scheduling, ticketing, facilities, and communication platforms for seamless response.

Trigger Conditions

1. Manual trigger via mobile app, form, or device by staff upon detection of an incident (medical, security, fire, weather).

2. Automated detection from facility IoT sensors, fire alarms, or security systems.

3. Critical communication failure, schedule disruption, or crowd-control anomaly by monitoring scheduling systems.

4. Threshold breach in environmental monitoring (CO2, temperature, occupancy).

5. Escalation rule from prior event, e.g. lack of response in predefined time window.

Platform Variants

1. Twilio Programmable SMS

• Feature: Automated SMS alerts and escalation chains.
  
• Configuration: Set up SMS webhook POST for real-time incident data push to on-call staff groups.
  

2. SendGrid Email API

• Feature: Broadcast structured email notifications.
  
• Configuration: Use Dynamic Transactional Templates for incident-specific alerting and escalation follow-up.
  

3. Slack API

• Feature: Push incident details to private channels, automate threads for each emergency.
  
• Configuration: Configure Incoming Webhooks to post message blocks with incident metadata, assign responders.
  

4. Microsoft Teams Webhooks

• Feature: Notify Response Team channel with actionable cards.
  
• Configuration: Register webhook, use Adaptive Card JSON payload to present incident details and direct action buttons.
  

5. PagerDuty Incidents API

• Feature: Create or escalate incidents, assign on-call rotations.
  
• Configuration: POST /incidents to trigger escalations tied to amphitheater zones.
  

6. ServiceNow Incident Management

• Feature: Auto-generate incident tickets, escalation policies.
  
• Configuration: Use REST API POST to /api/now/table/incident, with amphitheater context fields.
  

7. Opsgenie Alerts API

• Feature: Incident creation, escalation rules, notification tracking.
  
• Configuration: POST /v2/alerts for new incident designations mapped to schedule/event.
  

8. Zendesk Ticketing API

• Feature: Log guest/staff-reported incidents, escalate according to priority.
  
• Configuration: Use POST /api/v2/tickets to generate and assign tickets with incident tags.
  

9. Salesforce Service Cloud

• Feature: Case creation, automated routing to security/facilities.
  
• Configuration: Use Case Management API to auto-route cases by event context.
  

10. Fire Alarm Control Panel (BACnet or Modbus integration)

• Feature: Auto-trigger workflow on alarm signal.
  
• Configuration: Configure event output to push incident to middleware for workflow initiation.
  

11. Cisco Webex API

• Feature: Alert security via direct space message or group broadcast.
  
• Configuration: Use /messages endpoint to send multi-user broadcast and create conversation threads.
  

12. Zoom Chatbot

• Feature: Notifies incident channel, escalates to call if needed.
  
• Configuration: Register Chatbot, set webhook for incident alert, present “click to escalate” button.
  

13. Google Chat Webhook

• Feature: Send critical alerts to amphitheater operations group.
  
• Configuration: Set webhook with card formatting to show incident type, urgency, and direct call-to-action.
  

14. JIRA Service Desk API

• Feature: Create incident issues, automate status based on response time.
  
• Configuration: Use POST /rest/api/3/issue to create incident, SLAs auto-start timer.
  

15. VictorOps (Splunk On-Call) API

• Feature: Real-time incident paging to rotating on-call teams.
  
• Configuration: Use POST /api-public/v1/incidents for new events, set escalation policies for zone-based assignment.
  

16. LogicMonitor Alerts

• Feature: Pushes environmental, system sensor alerts as incident triggers.
  
• Configuration: Set up webhook to forward threshold exceedances directly to escalation workflow.
  

17. Freshservice

• Feature: Incident auto-ticketing and escalation management.
  
• Configuration: Use REST API POST /api/v2/tickets to generate event-driven tickets, set priority and notify team.
  

18. Discord Webhook

• Feature: Broadcast incident notification to operations team channel.
  
• Configuration: Set up webhook, use embeds for incident detail blocks.
  

19. WhatsApp Business API

• Feature: Broadcast urgent alerts to staff group.
  
• Configuration: Send message via /v1/messages with incident details, attach buttons for response.
  

20. AWS SNS (Simple Notification Service)

• Feature: Multi-channel fan-out (SMS, email, app) of incident escalation.
  
• Configuration: Configure Topic for amphitheater emergencies, set up subscriptions for key personnel/devices.
  

21. AlertMedia API

• Feature: Mass communications for public safety/emergency notification.
  
• Configuration: Use /api/v2/alerts to send predefined templates to staff/guest groups instantly.
  

22. monday.com API

• Feature: Create and escalate incident items in operations board.
  
• Configuration: Use POST /v2/items with mutation to set status columns, trigger automation recipes for next steps.
  

23. SAP Incident Management

• Feature: Tie emergency escalation to corporate compliance and facilities response.
  
• Configuration: Use REST API endpoints, set workflow for notification routing and status tracking.
  

Benefits

1. Drastically reduces critical incident response time and supports safety compliance.

2. Enables coordinated, multi-channel communication and audit trails for regulations and insurance.

3. Frees staff for response rather than manual notification steps.

4. Ensures accountability and clarity across all event and facilities teams.

5. Scales across venues and integrates with both legacy and modern tech environments.