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Lesson 1.6 - Incident Reporting Basics

An Incident is not just a problem. It is an operating event that requires evidence, communication, follow-up and closure discipline. A Dealer should report what is known, what is still being checked and what action is being taken.

Incident Handling Flow

Detect→Verify
Verify→Record
Record→Escalate
Escalate→Update
Update→Close with Evidence

Report Fields

Time:
Reporter:
Affected symbol / platform / account group:
Observation:
Impact:
Evidence:
Current action:
Escalation status:
Next update:

RCA Mindset

RCA does not mean guessing a root cause immediately. It means building a fact timeline and separating confirmed facts from assumptions.

Bad Wording Better Wording
Platform is broken XAUUSD execution latency increased; platform login and quote updates remain normal
Client is wrong Current evidence does not support the claim
Issue fixed Recovered and stable for X minutes
Maybe quote source problem Quote Source B response time increased during the affected window

Update Standard

Incident updates should be short but complete:

Current status:
What changed since last update:
Evidence checked:
Current action:
Next update time:

Practical Training

Scenario:

XAUUSD shows a possible price spike and a client complains that stop loss was triggered abnormally.

Dealer should collect:

  • Client Terminal chart screenshot.
  • Bid / Ask and spread around the time.
  • Quote-source or quote evidence if visible.
  • Order ID, execution time and price.
  • Bridge / platform log evidence.
  • Current customer-impact scope.

Summary

Incident reporting should make the event reviewable. A professional report contains time, facts, impact, evidence, current action and next update.

Completion Criteria

  • Can explain the key risk or operational objective of this lesson
  • Can identify the required systems, data, or evidence to review
  • Can describe the correct escalation or handling process
  • Can apply the lesson correctly in a supervised scenario