Incident Workflows

In the following table, current incident workflows are listed along with the user / user groups that has permission to carry out each workflow.

1) Create Incident

Permission
Public user / EC user

Flows

• Public user : Create incident -> incident escalates to a coordinator
• EC user - data entry: Create incident -> incident escalates to a coordinator
• Coordinator or above : Create incident -> incident assigns to the creator

2) Verify Incident

Permission
Current assignee of the incident (coordinator)

Flow
Coordinator check documents and verify the incident -> Incident escalates to a manager

3) Assign

Permission
Manager and above

Flow
Manager can change the assignee of any incident in the review section

4) Request Advice

Permission
Coordinator and above

Flow
User requests for advice -> selects EC user -> EC user gets incident in the "Linked Incidents List"

5) Provide Advice

Permission
User requested advice from

Flow
User from whom advice is requested, provide advice

6) Escalate to external entity

Permission Coordinator and above

Flow
Incident escalates to an external entity

7) Complete action

Permission Coordinator and above

Flow
User resolves external entity action

8) Close

Permission Manager and above

Flow

• Incident should be in action taken status and there should be at least one outcome
• User can close the incident with a comment

9) Escalate

Permission Current assignee of the incident (Coordinator and above)

Flow

• User selects to escalate -> escalated to upper group