Workflow Template
Major Incident Review Workflow
Captures a major incident's timeline, impact, and response; guides the review team through root cause and corrective/preventive action analysis; routes findings to management for a close/further-investigation decision; and notifies action owners once approved.
It's the day after a major incident, and everyone's asking the same question: what actually happened, and how do we stop it happening again? This workflow guides your review team through documenting the timeline and impact, digging into root cause, and proposing corrective actions, then routes those findings to management for a close or further-investigation decision. Once approved, action owners are automatically notified, so nothing gets lost between the review meeting and the follow-up work.
Business Outcomes
- Helps standardise how major incidents are documented and reviewed
- Supports faster handoff between review teams and management decision-makers
- Reduces the risk of corrective actions falling through the cracks after approval
- Makes it easier to track whether findings led to close-out or further investigation
- Improves visibility into recurring root causes across multiple incidents
Workflow Steps
Steps
- 1Create Incident Review Recordcreate record
Registers the post-incident review record from the owner's submission.
- 2Set Status to Openupdate record
Marks the review as open on creation.
- 3Review Team: Root Cause & Actionscreate task
Review team identifies root cause, contributing factors, and agrees corrective/preventive actions with owners and due dates.
- 4Persist Review Findingsupdate record
Saves the team's analysis to the record and marks status as awaiting management decision.
- 5Management Review of Findingsrequest approval
Management reviews root cause, factors, and actions, then decides to accept and close or require further investigation.
- 6Route on Management Decision
Routes based on whether management accepts and closes the review or requires further investigation.
approval_status: "approved"→Record Accept & Close Decisionapproval_status: "rejected"→Capture Further Investigation GapsDefault→End - 7Record Accept & Close Decisionupdate record
Persists management's decision to accept and close the review.
- 8Notify Action Ownersend email
Notifies the action owner that the review is approved and their corrective/preventive actions are assigned.
- 9Capture Further Investigation Gapsrequest external input
Management records the specific gaps that must be addressed before the review can be resubmitted.
- 10Persist Gaps and Set Statusupdate record
Saves the identified gaps to the record and sets status to Further Investigation before looping back to the review team.
- 11Return Review to Teamrestart from step
Restarts the workflow from the review team analysis step so the gaps can be addressed and the review resubmitted.
- 12Set Status to Under Team Reviewupdate record
Marks the review as under team review as it enters the analysis stage.
Fields
- Incident Reference*
- Review Owner Name*
- Review Owner Email*
- Reconstructed Timeline*
- Business Impact*
- Response Taken*
- +10 more fields
Forms
Major Incident Review Intake
6 fields
Data Views
Incident Reviews
incident_reference, review_status, management_decision, action_owner_email +1 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
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FAQs
Do I need any technical setup to start using this workflow?
No, the Major Incident Post-Incident Review template is ready to use as soon as you publish it inside assess.one. There's no installation or IT project required — your review team can be logging the first incident within minutes of setup.
Can my team customise the steps to match our internal review process?
Yes, every step — from how root cause is captured to who reviews findings — can be edited directly in assess.one. You can rename steps, adjust the fields captured, and change notification rules without needing developer support.
Who needs access to this workflow?
Typically the review team, management approvers, and any nominated action owners need access. Roles and permissions are configured inside assess.one, so you can control who can create records, review findings, or make the accept/further-investigation decision.
Is this suitable for smaller teams without a formal incident management function?
Yes, the workflow is flexible enough for teams without a dedicated incident management office. It's designed to bring structure to the review process even if your organisation doesn't have formal ITSM tooling in place.
What happens if management decides an incident needs further investigation?
The workflow routes the review back to the team, with gaps and additional questions captured against the record. The status updates automatically, so it's clear the review is reopened rather than closed, and the team can pick up where they left off.
How are action owners notified once findings are approved?
Once management records an accept-and-close decision, assess.one automatically notifies the assigned action owners. This is handled through the platform's built-in notification settings, so there's no manual follow-up email needed.
How long does implementation take?
There's no lengthy implementation project — publishing the template takes just minutes. Once it's live, your review team can start capturing incident timelines and running the review process straight away.
Can we track whether corrective actions were actually completed?
The workflow captures and routes findings and decisions, and you can extend it with follow-up steps or reminders to check on action completion. Because everything sits in assess.one, you retain a full record of what was decided and communicated at each stage.
Does this workflow support compliance or audit requirements?
The structured record of timeline, impact, root cause, decisions, and approvals is designed to support audit trails and compliance reviews. Since every step is logged in assess.one, you have a clear history of who reviewed what and when decisions were made.
Ready to use this workflow?
Create a free account and customise this workflow for your business.