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Incident workflows define the path an incident follows from creation through to resolution. They control who gets notified, what investigation steps are needed, and how incidents are escalated when they aren’t actioned promptly.

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What workflows do

A workflow ties together the key stages of incident management:
  • Notification controls who is alerted when a new incident is created or updated
  • Assignment determines which user or user group is responsible for investigating the incident
  • Investigation defines the steps and fields that need to be completed during the review
  • Escalation moves the incident to a supervisor or manager if it isn’t actioned within a set timeframe
  • Closure sets the conditions for marking an incident as resolved
Without a workflow, incidents still get created and recorded, but the follow-up process relies on manual tracking. Workflows automate the handoffs and reminders that keep incidents moving.

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Configuring workflows

To set up or edit incident workflows, navigate to Maintenance → Workflows.

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Setting up a workflow

  1. Click Add to create a new workflow
  2. Give the workflow a name that describes its purpose, for example “Standard incident review” or “SIRS escalation”
  3. Define the stages of the workflow, including who gets assigned at each stage and what actions are needed
  4. Set escalation rules if you want incidents to be automatically reassigned after a period of inactivity
  5. Click Save

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Assigning workflows to incident types

Workflows can be linked to specific incident categories so that different types of incidents follow different processes. For example, a SIRS incident might trigger a more urgent workflow with shorter escalation timeframes, while a near-miss follows a standard review path.

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How escalation works

Escalation moves an incident to a different user or group when it hasn’t been actioned within the timeframe set in the workflow. This prevents incidents from sitting unreviewed. When an incident escalates:
  • The new assignee receives a notification
  • The incident record is updated to reflect the escalation
  • The original assignee can still view the incident but is no longer the primary responder
Set escalation timeframes based on the severity of the incident type. SIRS incidents and other reportable events need shorter windows to meet external reporting deadlines.

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Running into issues?

See Incidents troubleshooting for common errors and fixes.

Incident categories

Configure the categories used to classify incidents

Editing incidents

Review and update incident details after submission

Incident settings

Control incident visibility and form behaviour