Streamlining Incident Reporting Process through Direct Chat Posting

Last Updated：

2026-03-27

Automatic chat reporting shares incident information instantly, reducing delays and enabling faster initial response.

1. Issue: Response delays due to slow information sharing

An IT services company with approximately 120 employees specializes in the development and operation of cloud infrastructure and business systems.

The company had a system in place where, when a security incident occurred, the discoverer would report the situation, the ISMS office would confirm the details, and then issue instructions for a response.

However, the initial and provisional reports had to be confirmed by the office before being distributed to relevant parties. This often led to delays in information sharing, which in turn compromised the speed of the initial response.

2. Solution: Automatic and Immediate Reporting to Internal Chat

The process owner established a system where the contents of the report are automatically posted to the internal chat.

Specifically, they changed the process so that initial and provisional reports are automatically posted to the internal chat without requiring prior confirmation from the ISMS office. This allowed for immediate sharing with all relevant parties as soon as a report was completed, eliminating delays caused by waiting for the office’s review.

Real-time incident sharing enabled faster initial response.

* In Questetra BPM Suite, this is referred to as Collab chat.

Before

View details of the workflow diagram

1. Initial report

Report on the initial response to the incident.

2. Initial report confirmation

Confirmation and information sharing will be conducted regarding the reported incident.

3. Report on temporary measures

Implement and report on the provisional measures for the reported incident. If the person in charge is unavailable, the on-site team can decide to change the assigned person.

3’. Final Resolution Report (Follow-up)

Address the feedback on the provisional response report and resubmit it.

4. Provisional Response Confirmation

The provisional response report will be reviewed, and if any deficiencies are found, it will be sent back.

5. CEO confirmation

CEO will confirm the incident.

6. Report on permanent measures

Implement a permanent solution for the incident and provide a report.

6′. Report on permanent measures(Follow-up)

Address the deficiencies in the permanent solution report and resubmit it.

7. Permanent Solution Confirmation

Review the details of the permanent solution report and send it back if any deficiencies are found.

After

View details of the workflow diagram

1. Initial report

Report on the initial response to the incident.

x1. CollabChat(To all employees)

A post will be made to the company-wide internal chat (Collab chat).

2. Report on temporary measures

Implement and report on the provisional measures for the reported incident. If the person in charge is unavailable, the on-site team can decide to change the assigned person.

x2. CollabChat(To all employees)

A post will be made to the company-wide internal chat (Collab chat).

3. Report on permanent measures

Implement a permanent solution for the incident and provide a report.

x3. CollabChat(To CEO)

Incident report will be posted to the CEO on Collab chat.

3′. Report on permanent measures(Follow-up)

Address the deficiencies in the permanent solution report and resubmit it.

4. Permanent Solution Confirmation

Review the details of the permanent solution report and send it back if any deficiencies are found.

x2. CollabChat(To all employees)

A post will be made to the company-wide internal chat (Collab chat).