Incident Management Flow Tasks
Task 1: Incident Priority and Assignment Automation
Design a Flow that automatically assigns priorities to incidents based on impact and urgency.
Additionally, automate the assignment of incidents to appropriate support groups using predefined rules and criteria.
Include decision nodes for priority determination and assignment logic.
Task 2: Incident Resolution Workflow
Create a Flow that manages the incident resolution process.
The Flow should trigger when an incident is marked as ‘Resolved’.
Automate follow-up actions such as user satisfaction surveys, closure notifications, and closure notes.
Include email nodes for sending surveys and notifications, and decision nodes for handling different resolution scenarios.
Task 3: Incident Escalation and Notification Flow
Develop a Flow that handles incident escalations and notifications.
When an incident’s resolution time is nearing breach, escalate the incident to higher management levels.
Send real-time notifications to support groups and managers when escalations occur.
Include parallel task nodes for simultaneous notifications and escalations.
Task 4: Incident Impact Assessment and Service Dependency Flow
Design a Flow that assesses the impact of incidents on related services and dependencies.
When a critical incident is reported, automatically analyze its impact on associated services and components.
If necessary, trigger changes to related services.
Include decision nodes for impact assessment and change triggers.
Task 5: Incident Closure Verification and Feedback Flow
Create a Flow that verifies incident closures and gathers user feedback.
Automatically check closed incidents for completeness and accuracy.
If verified, send satisfaction survey emails to users for feedback.
Include decision nodes for verification checks and email nodes for feedback collection.