Incident Management
Incident Management
Structured escalation paths, global collaboration and full traceability — from first report to final resolution.
The Incident Management module provides structured escalation paths, global collaboration tools and full traceability for every issue — from first report to final resolution.
Every incident is owned, tracked and moved forward. Nothing stalls, nothing gets lost.
Features
Kanban Ticket Board
Every ticket owned, tracked and moving forward. Visual Kanban layout with customizable columns — open, in progress, escalated, resolved. Tickets are assigned to owners and moved through defined stages with full history at every step.
Structured Escalation
The right people, notified at the right time — automatically. Escalation paths are predefined and triggered based on ticket age, severity or manual action. No more chasing status updates or waiting for someone to notice.
01Ticket Subscriptions
Stay informed without chasing updates. Subscribe to any ticket and receive automatic notifications on status changes, new comments and escalation triggers.
02Interdisciplinary Collaboration
Involve the right experts directly in the ticket. Pull in mother factory, R&D, product development and manufacturing. All communication is logged inside the ticket — no scattered email threads.
03Global Remedy Access
Similar cases from across your organization, surfaced instantly. Search the global remedy system directly from within a ticket context. Proven solutions from other regions are one search away.
04Proactive Action Requests
Manage proactive and reactive work in the same system. Create action requests with clear ownership, deadlines and responsibility tracking alongside reactive incidents.
05Full Audit Trail
Every action logged. Every change traceable. Timestamps, user identities and full ticket history are recorded automatically — ready for quality audits at any time.
06Customer Visibility
Customers track their own incidents — without calling you. Status updates are visible through the Customer Portal in real time. Fewer status calls, more trust.
Who uses it
Connected Modules
- Ticketing — Kanban board shared with general ticketing workflow
- Global Remedy System — remedy search integrated directly in incident context
- Booking & Dispatch — open incidents visible when creating a booking
- Customer Portal — customers track incident status externally
- AI Companion — LISA™ — LISA surfaces similar incidents and suggests remedies