Incidents Workflow
Last updated
Last updated
The Incidents module in CERRIX is designed to streamline the process of handling incidents within your organization, providing a structured and auditable workflow. This guide walks you through the standard flow of an incident's lifecycle and highlights key actions and interface elements you can interact with during the process.
The Incident Workflow guides users through each required step in processing incidents, clearly showing the current status and future actions needed.
At the top of the incident screen, you'll see a clear visualization of the workflow steps:
Completed steps are highlighted green.
Available next steps are clearly indicated, showing what actions can currently be performed.
Future steps are visible but inactive until prior required steps have been completed.
Note: Only assigned users can perform actions at each workflow step.
Read more about creating a new incident in this article:
After an incident has been reported:
To continue with processing, select either:
Accept incident to move forward.
Reject incident if it's invalid or incorrect.
Leave a comment (required). This comment will be visible in the Chat and Incident History
Click Confirm.
The "Assessing" workflow status at the top of the page changes to green, indicating the incident is officially confirmed.
The incident now moves to the Improving stage.
Link existing Risks or Controls
Use the dedicated button to select relevant items from the system.
Create a Measure of Improvement (MOI)
Opens a new tab for MOI creation.
If an incident is created and linked to a Risk or Control, that incident can also be found as a linked item in the specific Risk or Control. For Risks and Controls these incidents are shown in page of linked events.
Additional configuration dimensions include:
Business Dimensions Allow associating incidents with particular business dimensions defined in your system.
Framework Dimensions Facilitate linking incidents to your organization's compliance and internal control frameworks.
Drag and drop or select a file to upload.
Files will be attached directly to the incident for context and traceability.
At the Review stage, the incident has the status Ready for Review:
Review all linked data, documents, and details carefully.
Next, there are two options:
Approve & close, or click
The incident workflow finishes, and the incident moves to a read-only state.
The workflow view clearly indicates that the incident is completed and can no longer be edited unless it's reopened.
Reject
The incident workflow goes back to the Improving stage
The incident page includes an interactive Chat and History Pane accessible from the right side:
View complete audit trails of incident updates, statuses, notes, and decisions made throughout the workflow.
Use this pane for update notes. Future releases will enable direct chat functionalities among incident participants for additional collaboration.
Email messages automatically alert relevant users when the incident advances through workflow stages:
Email behaviors in the Incidents module mirror those in the existing Events module used within your CERRIX environment.
In your production environment, relevant stakeholders will receive emails upon workflow status changes (e.g., confirmation, review readiness, approval).
In this demonstration environment, emails are inactive, but in production, known standard processes apply.
Note: If your existing CERRIX configuration refers to these as "Events," you might consider standardizing your terminology to "Incidents" for clarity, though this naming choice remains flexible.
In the Assessing, Improving or Review stage, you’ll see a Link iconwhich can be used to link relevant items by clicking on the linking button:
Click on the Attach icon
