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Incident escalations

The Escalations dashboard (/ops/escalations) is the tracking hub for system exceptions, security alerts, and complex operational incidents that require technical intervention or multi-party review.

Incidents register​

The table tracks all logged platform incidents:

  • Incident ID / Ref: e.g. INC-0019.
  • Title / Summary: Concise description (e.g. API Gateway Latency Spike, Suspected Account Hijacking).
  • Severity Level:
    • CRITICAL — complete service block or security breach.
    • HIGH — localized service degradation or transaction issue.
    • MEDIUM — anomalous behavior warnings.
    • LOW — minor errors or information logs.
  • Affected Entity: In OikoHire, incidents are linked directly to database records (User, Job, Company, Other) by ID.
  • Incident Status:
    • DETECTED / OPEN — new and unassigned.
    • INVESTIGATING — being audited by an agent.
    • TRIAGED — categorised and assigned to a specific engineering group.
    • ESCALATED — routed to Super Admin or security leads.
    • RESOLVED / CLOSED — resolved.

Logging a new incident​

Ops agents can manually trigger an escalation:

  1. Click Create Incident at the top right.
  2. Fill in the incident form:
    • Title: Descriptive title.
    • Description: Context, symptoms, and impact.
    • Severity: Select LOW, MEDIUM, HIGH, or CRITICAL.
    • Affected Entity Type: Choose User, Job, Company, or Other.
    • Affected Entity ID: Input the database GUID.
  3. Click Submit to register and assign an incident reference.

Actioning an incident​

Select an active incident to view its detailed workspace:

1. Timeline events log​

Add progress updates to the permanent history:

  • Type your investigation note.
  • Check the Flagged Event box to mark the update as a key milestone or critical concern (categorized as QUALITY_CONCERN).
  • Click Add event.

2. Status adjustments​

Update the incident status as investigation proceeds:

  • Transition from OPEN to INVESTIGATING while auditing logs.
  • Update to RESOLVED or CLOSED once mitigated.

3. Action requests override​

If resolution requires an administrative database override (e.g. force-verify a recruiter domain, override invoice status):

  • Click Create Action Request.
  • Detail the change required and provide justification.
  • The request is routed to the Super Admin approvals queue.

Operations Escalations