FS-DOC-01Operations
Launch Plan
Incident and Issue Reporting Automation
[YourCompany.com] · Operations Department · Prepared by FullSpec · [Today's Date]
This Launch Plan gives you a clear picture of what is being built, how the build is structured, what FullSpec needs from you to get started, and what your role looks like once the automation is live. FullSpec handles every stage of design, configuration, testing, and deployment. Your involvement is focused on two things: providing access to your existing tools and confirming a small number of configuration decisions before the build begins.
01What you're launching
Right now, incidents land in inboxes and group chats without a consistent format, owner, or deadline. Your Operations Manager spends roughly 84 minutes per incident manually logging, classifying, assigning, and chasing updates, and around 6 hours every week on admin that should not require human attention. This automation replaces that loop entirely. A structured Google Form becomes the single intake channel. The moment a submission lands, two agents handle classification, record creation, owner notification, reporter acknowledgement, and automated status reminders, so every incident is on record, assigned, and moving toward resolution without the manager chasing anyone.
Process
Incident and Issue Reporting
Trigger
A staff member submits the Google Form with incident details
Final output
A classified, assigned incident record in Google Sheets and Notion, owner notified via Slack, reporter acknowledged via Gmail, and PagerDuty alerted for high-severity incidents
Agents being built
2 agents: Incident Triage Agent and Notification and Escalation Agent
Tools involved
Google Forms, Google Sheets, Notion, Slack, Gmail, PagerDuty
Volume
Approximately 40 incidents per month (42 runs confirmed this month)
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02How the build works
The build is broken into four stages: Connect, Build, Test, and Launch. FullSpec manages all technical work across every stage. You will be asked to provide tool access before the build begins and to review outputs at two points: after testing is complete and before the team goes live on the new process. The total delivery window is five weeks from the close of Connect.
Complexity level: Moderate. Estimated delivery: 5 weeks (25 business days). The delivery clock starts at the close of Connect, not payment. Until tool access is confirmed and the severity rubric is agreed, the build cannot begin.
1Connect
Business days 1 to 3
FullSpec
Send credential request list for all six tools. Run a discovery and rubric design workshop with your Operations Manager to map current incident categories, define the severity scoring rubric, and agree owner-routing rules for each category.
You
Provide admin access or API credentials for Google Forms, Google Sheets, Notion, Slack, Gmail, and PagerDuty. Confirm the severity rubric and category routing rules in the workshop. This is the only configuration decision that must be locked before the build can start.
2Build
Business days 4 to 15
FullSpec
Configure the Google Form and connected Sheets log with the correct column schema. Build Notion page templates for each incident category. Configure the Incident Triage Agent to parse form responses, apply the severity rubric, write records to Sheets, and create structured Notion pages. Build the Notification and Escalation Agent to send Slack owner messages, Gmail acknowledgements, PagerDuty high-severity alerts, and automated reminder nudges at configurable intervals.
You
No action required during the build stage. FullSpec will contact you only if a configuration question arises that was not resolved in Connect.
3Test
Business days 16 to 20
FullSpec
Run end-to-end tests across all severity levels and incident categories. Verify Sheets rows, Notion pages, Slack messages, Gmail acknowledgements, and PagerDuty alerts fire correctly. Test reminder cadence and edge cases including duplicate submissions and missing fields. Fix any routing or classification errors before sign-off.
You
Review a summary of test results shared by FullSpec. Confirm the severity scoring outputs look correct for a sample of test incidents. Approve the form and record structure before the team is onboarded.
4Launch
Business days 21 to 25
FullSpec
Deploy the automation to the live environment. Provide a short staff briefing document explaining the new Google Form as the single intake channel. Monitor the first batch of live incidents to confirm all agents are running correctly. Hand over the SOP and runbook for your Operations Manager.
You
Share the staff briefing with your team and communicate that all incident reports must go through the Google Form from launch day. Run a brief team Q and A if needed. Confirm with FullSpec once the first real incident has been submitted and processed.
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03What FullSpec needs from you
FullSpec only needs access to your existing tools. No technical knowledge is needed from you or your team. The table below lists exactly what is required for each tool and when it must be ready. In every case, access should be provided before Connect closes so the build can start on time.
Google Forms
Admin access to the Google Workspace account so FullSpec can create and configure the intake form
Before Connect closes
Google Sheets
Editor access to the shared drive or folder where the incident log will live
Before Connect closes
Notion
Admin or full-access invite to the Notion workspace so FullSpec can create page templates and configure the integration
Before Connect closes
Slack
A Slack app installation with permission to send messages to the relevant channels and direct messages to named users
Before Connect closes
Gmail
OAuth authorisation for the sending account (typically the Operations Manager's address or a shared ops inbox)
Before Connect closes
PagerDuty
An API key with the ability to create incidents, plus the service ID for the on-call escalation policy
Before Connect closes
The one configuration decision you must confirm before Connect closes is the severity scoring rubric: the criteria that classify an incident as Low, Medium, High, or Critical, and which category of incident routes to which owner. This rubric is the foundation of the Triage Agent. If it is not agreed before the build begins, the agent cannot be configured correctly and the delivery timeline will shift. FullSpec will run a focused workshop to help you define it, but the final sign-off must come from your Operations Manager.
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04Your role once live
Role
Ongoing responsibilities
What you no longer touch
You (business owner / Operations Manager)
Review incidents escalated to PagerDuty or flagged for human review. Approve edge-case classifications the Triage Agent marks as uncertain. Confirm final closure on complex or high-severity cases. Adjust the severity rubric if incident categories change over time. Ensure the team continues to use the Google Form as the sole intake channel.
Manual data entry into the incident log. Severity assessment and category assignment. Sending acknowledgement emails to reporters. Chasing owners for status updates. Setting and communicating resolution deadlines.
FullSpec
Monitor automation health and alert you if any step fails or produces unexpected output. Apply fixes and updates when tool APIs change or new incident categories need to be added. Provide support at support@gofullspec.com for any questions about the live system.
Not applicable. FullSpec handles everything on the build and maintenance side.
05What success looks like
Timeframe
What to expect
Sign of success
Week 1
The Google Form is live and the team is submitting incidents through it. The first real incidents are being classified, logged in Sheets, and creating Notion records automatically. Some staff may still default to email or Slack reporting: redirect them to the form. FullSpec monitors every run during this period.
At least one full incident cycle completes end-to-end without manual intervention. The Operations Manager receives a Slack notification and sees the Notion record within two minutes of a form submission.
Month 1
The team has adopted the form as the default intake channel. The incident log in Sheets is complete and up to date without the manager touching it. Status-chase messages from the manager have stopped. PagerDuty alerts are firing only for genuinely high-severity events.
Incident log completeness is at or near 100%. Time to assign an owner is consistently under two minutes. The Operations Manager reports spending less than 15 minutes per week on incident admin.
Month 3
The automation is running without supervision. The incident history in Notion is searchable and complete enough to identify recurring issues. Compliance or audit requests can be answered by sharing the Sheets log directly. The build cost of $5,600 is on track to be recovered within the four-month payback window based on $16,800 in annual staff time savings.
300 hours of annual staff time has begun to free up on its projected trajectory. No incidents have been missed or left unassigned. The severity rubric may have been adjusted once based on real-world experience, and those changes are reflected in the live agent.
Next step: FullSpec will send you the credential request list and a calendar invite for the Connect workshop within one business day of this document being shared. To move forward, reply to your FullSpec contact or reach out directly at support@gofullspec.com. Once the workshop is booked and tool access is confirmed, the build clock starts.
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