From report to resolution â nothing slips through.
A structured incident workflow with severity-based SLA tracking, corrective action management, file attachments, entity linking, and exportable PDF reports.
Multi-Step Incident Management
From initial report to corrective action to closure â a structured incident workflow with SLA tracking and severity-based escalation.
Incidents are classified by type (good, bad, indifferent, near_miss, other) and severity (info, low, medium, high, critical). The status workflow progresses through created, open, reviewed, corrective_action, and closed -- with an outcome required on closure (positive, negative, unknown, partial). This structured progression ensures every incident is properly categorized, investigated, and resolved with a documented conclusion.
SLA rules are severity-based: critical incidents require resolution within 8 hours with escalation at 16 hours; high severity at 24/48 hours; medium at 72/120 hours; low at 120/168 hours; info at 168/240 hours. The sla_due_at and escalation_due_at timestamps are auto-computed on creation, giving teams clear deadlines from the moment an incident is reported.
Corrective actions track title, description, owner, due date, and status (open, in_progress, done, cancelled). The incident events table maintains a complete audit trail with status_from and status_to transitions for every state change. Attachments support PDF, Office documents, images, video, and audio with MIME validation and storage outside the web root for security. Entity linking connects incidents to orders, purchase orders, warehouses, and finished products. PDF export generates a complete incident report for formal documentation. For complete audit history, see Audit Trails. For lot-level impact, see Traceability.
- 5 incident types with 5 severity levels
- Status workflow: created → open → reviewed → corrective_action → closed
- Severity-based SLA tracking (8hr to 168hr)
- Corrective action management with due dates
- File attachments with MIME validation
- Entity linking to orders, POs, warehouses, products
- PDF export for formal documentation
- Incident event audit trail
How It Works
Report an incident with type, severity, description, and affected entities. The system auto-calculates SLA and escalation deadlines based on the severity level -- a critical incident gets an 8-hour resolution window and 16-hour escalation trigger immediately upon creation.
Move the incident through the status workflow -- open, reviewed, corrective action. At each transition, an event is recorded with the previous and new status, creating a complete timeline. Add corrective actions with owners and due dates, tracking each through to completion or cancellation.
Attach supporting documents such as certificates of analysis, photos, or lab results with secure storage outside the web root. Link the incident to related lots, orders, or equipment for traceability so the full scope of impact is documented. Close the incident with a required outcome classification -- positive, negative, unknown, or partial -- and export a PDF summary for regulatory records or management review.
Related Features
Audit Trails
Append-only system log with user attribution, timestamps, and searchable history across all modules.
Explore → LOT TRACEABILITYLot Traceability
Forward and backward tracing from raw materials through manufacturing to customer orders.
Explore → ORDERSOrder Lifecycle
End-to-end order management with lot assignment, invoice generation, and fulfillment tracking.
Explore →