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Request to create a workflow in Incident.Io Under IT EntApps

Downgrade S1–S2 Incident to S3–S4 and Trigger RCA if Requested

Primary Actor: Incident Commander (IC)

Stakeholders & Interests

  • Incident Commander – Needs a clear process to lower severity when impact is reduced.
  • Service Owner / Approver – Ensures downgrades are justified and documented.
  • Incident.io System – Automates severity changes, notifications, and RCA creation.

Preconditions

  • An active incident exists in Incident.io with severity S1 or S2.
  • Initial triage is complete and current impact is known.

Main Flow

  • IC reviews the incident and determines that impact has decreased.
  • IC submits a Downgrade Request with justification and selects the new severity (S3 or S4).
  • The system sends the request to the Service Owner/Approver for confirmation.
  • Approver reviews and either:
  • Approves → System updates severity to S3/S4.
  • Rejects → Incident remains S1/S2 and IC is notified.
  • After approval, the system updates all linked channels (Slack/Teams, status page, etc.).
  • IC decides if a Root Cause Analysis (RCA) is needed for the downgraded incident:
  • If Yes, IC checks “RCA Requested.” The system creates an RCA task with a due date.
  • If No, no RCA task is created.

cc @marc_disabatino

Edited by Nitin Kumar Garg