Incident Management
Incident Management
Structured escalation paths, global collaboration and full traceability — from first report to final resolution.
Every incident is owned, tracked and moving forward. Nothing stalls, nothing falls through the cracks, and the right people are pulled in before issues become crises.
Business outcomes
Features
Every Ticket on Track
Visual board so nothing slips. Tickets move clearly through the stages your team works in — owners, status and history visible at a glance.
Escalations That Happen on Their Own
The right people, notified at the right time — without anyone chasing. Escalation paths fire automatically on age and severity. No more 'who's looking at this?'
Stay in the Loop
Get notified, don't check. Subscribe to any ticket and receive updates on status, comments and escalations — automatically.
Right Experts, Right Ticket
Pull in the people who can actually help. Cross-team collaboration lives inside the ticket — not in scattered emails — so context never gets lost in the handoff.
Similar Cases at Hand
'Has anyone resolved this before?' — answered without leaving the ticket. The global remedy knowledge surfaces directly in incident context.
Proactive and Reactive in One Place
Action requests live alongside incidents. Owners, deadlines and progress tracked together — proactive work doesn't drown in the reactive queue.
Audit-Ready by Default
Every action logged automatically. Full incident history is captured the moment it happens — ready for quality audits at any time.
Customers Track Themselves
Fewer status calls, more trust. Customers follow their own incidents through the Customer Portal — in real time, without picking up the phone.
Email and chasing vs. iqpdb incident management
- Tickets go dark until a customer complains
- Escalations depend on someone remembering
- Context lives in inboxes, not the ticket
- "Who owns this?" — answered with a forwarded email
- Audit requests start a multi-day reconstruction
- Every ticket owned, every ticket visible
- Escalations fire automatically on age and severity
- All context lives inside the ticket
- Ownership and history are always one click away
- Audit trail ready the moment you need it
Who uses it
Connected Modules
- Ticketing — the operational layer for incident handling
- Global Remedy System — remedies in-context
- Booking & Dispatch — open incidents visible in booking
- Customer Portal — customers track their own incidents
- AI Companion — LISA™ — LISA surfaces similar incidents and remedies