Incident reporting and management workflow template

Incident reporting often involves emails, calls, or scattered documents, which makes it hard to ensure consistency, especially across locations. This template lets you unify the process: one form triggers the right workflow, AI classifies the incident, and the right people are alerted in real time. With automated investigation steps, documentation, and reporting, the entire process becomes transparent and traceable—helping you stay compliant and act fast when it matters most.

How it works:

1. Submit incident reporting form: The person recording the incident fills out an incident reporting form that will automatically start the process, the form can be shared on the Journeys portal or any internal portal your company is already using.
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2. Immediate analysis by AI: As soon as the form is submitted, the AI agent (which we named Vera) will analyse the incident report to determine the incident type (out of the options you give it in the standard prompt that is executed), the severity level of the incident and to create a short summary of the incident for communication purposes which takes place in the following steps.
   
   Using the AI here to categorise the incident enables us to have a single source of entry for any kind of incident, and if we choose, we can funnel those incidents to separate processes or teams for further processing. Each decision is recorded and traceable as shown on the picture below.

3. Quick and effective communication: Since we used the AI to categorise the incident type and severity level we can communicate effectively on any communication channel to the appropriate stakeholders. In this template example we’ve configured that the central response team is notified via a designated channel on Teams, a summary report is also sent via email to selected stakeholders.

Additionally, if the severity is determined to be high or critical (which is the highest two levels on the severity scale which we fed to the AI via the prompt), the workflow will send a text message to designated receivers to immediately inform them of the high severity accident happening, so they’re informed just a minute after the incident is reported. In the example shown, the severity was ‘Moderate’ and thus the SMS action is not triggered but we can still see what the message would’ve looked like if the severity would’ve triggered the action via the condition being true.

4. An investigation form is assigned to the central response team: In this template we send an email to a central response team which has the responsibility to investigate the incident and determine if there is a need to create a CAPA to correct a systematic problem, or if a minor correction is required.
   
   We can easily alter the workflow to have separate branches based on the indecent type, effectively assigned the task to different teams via different channels - meaning we could assign a form, like shown here, if the incident type is e.g. Workplace safety, but create a ticket in Jira and assign it to the cybersecurity team if the incident is related to cybersecurity.
   
   The email itself includes a summary of the incident, and it includes a unique link to the form which the person assigned to the investigation can fill out to document the investigation.

The form itself is easily customisable, in this case we’re asking about root cause analysis and traceability to see if CAPA was created, or if not, a justification of why it wasn’t created for this case. The form has in-built conditions so depending on which option is selected, different fields will appear to capture additional information.

CAPA field, no selection:  

CAPA field, “Yes” selected:

CAPA field, “No” selected:

5. Automatic report generation for documentation: After the investigation is completed, the template will automatically compile a report of all key information, convert it to PDF and log it in your file vaults to make sure it’s there easily accessible when it comes to an audit or case reviews.

6. Overview of all cases in progress: In the reporting table you can customise what information you want to keep track of for all incidents that are in progress, enabling your process team to have a live dashboard of all cases that are in progress, or to review older cases and how they were resolved.

Want to enhance your process?

Customise the AI prompt so it has your incident types, policy and severity scales. Ask it to generate additional outputs like data tagging to enable in-depth data analysis on each incident case.

Build in your communication protocols, make sure that appropriate stakeholders are informed at the right time (and immediately if required) through the right channels.

Adjust to accommodate different processes between teams or locations - e.g. have different branches and workflows for different incident types or locations.

Why use this workflow template?

• Simplify incident reporting for your team by creating a single form to trigger the incident management process and then use the AI to categorise and determine severity which then can be used to automatically route cases to the appropriate paths in the process, or trigger different actions.
• Improve transparency and traceability into incident cases.
• Make sure appropriate stakeholders are informed of incidents as soon as they occur.
• Automatically document the whole process and log into your file systems for case reviews and audits at a later time.