IT Incident Management Workflow

What does this workflow record for each incident?

Each incident is created as a record with a reference number, a status, and a timeline of what happened. As the incident moves through the process, the record captures the priority (AI-determined or manually set), engineer diagnosis, fix applied and outcome, any senior engineer fix, and the reporter's confirmation response. Status changes such as Open, In Progress, Escalated, Awaiting Confirmation and Closed are all reflected on the record and visible in table views and dashboards.

Who is involved in handling an incident from start to finish?

The reporter submits the incident via a public request form and later responds to an emailed confirmation request, without needing an account. A service desk lead is assigned a task to set priority manually when the AI triage is unsure. An engineer is assigned to diagnose and fix the incident, and a senior engineer may be brought in if the engineer cannot resolve it.

How does the AI priority triage work, and what happens if the AI is unsure?

The AI Priority Rating step assesses the incident and recommends a priority level of High, Medium or Low, which is then saved directly to the record. When the AI flags that it needs human review, the workflow instead assigns a task to the service desk lead, due in one day, to set the priority manually, and that value is saved to the record instead.

How does the workflow decide who works on the incident and by when?

Once priority is set, the workflow routes the incident to an engineer task with a due date based on priority: one day for High priority, and three days for Medium or Low priority. The engineer task waits for the diagnosis, fix applied and outcome to be entered before the workflow continues.

What happens if the engineer cannot resolve the incident?

If the engineer records an outcome of Escalate, the workflow sets the incident status to Escalated and assigns a task to a senior engineer, due in one day, to apply a fix. The senior engineer's fix is saved to the record, after which the workflow moves on to requesting reporter confirmation.

What happens after a fix is applied, and how is resolution confirmed?

Once a fix is in place, the status is set to Awaiting Confirmation and the reporter is emailed the fix details along with a question asking whether the service is working again, plus a field for additional comments. If the reporter indicates the service is still affected, the workflow loops back to the engineer task, up to three times, before proceeding to closure once the service is confirmed restored.

What happens when an incident is closed?

When the reporter confirms the service is restored, the workflow sets the incident status to Closed and sends the reporter a closure email confirming the incident has been resolved. The full sequence of status changes and task outcomes leading to closure remains visible in the incident's timeline.

How do we change this workflow if our incident process is different?

A workflow can be changed by describing the desired change in plain English or by editing its steps directly in the workflow editor, and earlier versions are kept so changes can be reviewed. This makes it possible to adjust due dates, add or remove tasks, or change routing rules for priority and escalation without a separate development project. Each business should confirm that any adjusted process still meets its own operational and record-keeping requirements.

Can the escalation or confirmation steps be adjusted for our team's structure?

Yes, the escalation to a senior engineer and the reporter confirmation loop are defined steps within the workflow and can be edited like any other step, for example changing due dates or the number of confirmation loops. Tasks are assigned to workspace members, so who is assigned as engineer, senior engineer or service desk lead can be adjusted to match team roles.

How are reporters kept informed without needing to log in?

Reporters interact with the process entirely through a public request form and emailed forms, without ever needing an account. They receive an acknowledgement email with their reference number, a request for confirmation once a fix is applied, and a closure email once the incident is resolved.