Cybersecurity Incident Response & Reporting Process

The Cybersecurity Incident Response & Reporting Process defines how eXpress badging® identifies, evaluates, and mitigates potential or confirmed cybersecurity incidents.

This document provides a step-by-step, actionable framework to ensure that all incidents — whether system alerts, phishing attempts, or data breaches — are reported, analyzed, contained, and resolved efficiently.

For details on the supporting roles, resources, and documentation that enable this process, refer to our companion guide:

➡️ Cyber Incident and Breach Response Resources & Roles

🔐 Why This Process Matters

Cybersecurity incidents can happen to any organization. Following a structured, transparent, and compliant process ensures quick containment, reduces risk, and builds trust with our customers.

See Cyber Incident and Breach Response Resources for details on the roles, resources, and supporting systems referenced in this guide.

📖 Case Example: A Phishing Breach Attempt

At [FictiBadge™ Systems], we model our response on NIST CSF 2.0 functions (Identify, Protect, Detect, Respond, Recover) and track every step within our HubSpot CRM Cybersecurity Incident Pipeline.

In one simulated training event, a phishing email was sent to a Portal user pretending to be a Corporate Compliance Officer. The attacker requested full access to a customer’s account under the guise of an audit. Unfortunately, the employee approved the request.

This allowed the attacker to temporarily export sensitive customer data, including employee records and badge photos. A ransom demand followed, threatening to misuse the data if payment wasn’t made.

Thanks to our Incident Response Pipeline, the issue was:

• 🚨 Detected quickly through abnormal login alerts.

• 🛑 Contained by disabling the compromised account.

• 🔍 Investigated to identify the phishing source.

• 🔧 Remediated by patching processes and re-training users.

• 📢 Communicated transparently with stakeholders.

• ✅ Closed with updated training and improved security rules.

🛠️ Cybersecurity Support Pipeline (HubSpot CRM)

eXpress badging uses HubSpot tickets to log and track incidents through their lifecycle. Each stage aligns with NIST CSF 2.0 best practices and includes a checklist for accountability.

1. Incident Reported

• Trigger: Suspicious activity flagged (internal alert, user report, or client notification).

• HubSpot Action: Ticket created from webform, monitored inbox, or automation.

• Checklist:

  • Record reporter’s name, timestamp, and details.

  • Assign incident owner.

  • Mark “Incident Reported” property = Yes.

2. Triage & Verification

• Goal: Confirm if this is a valid security event or false alarm.

• HubSpot Action: Assign to Cybersecurity Lead.

• Checklist:

  • Document triage notes in ticket.

  • Mark “Verified Incident” = Yes/No.

  • Escalate if involving Scoped Systems or Client Data.

3. Containment

• Goal: Limit spread of incident.

• HubSpot Action: Create checklist tasks (e.g., disable account, block IP).

• Checklist:

  • Disable compromised accounts.

  • Isolate affected servers/applications.

  • Time-stamp actions in ticket notes.

4. Root Cause Analysis

• Goal: Identify how the breach occurred.

• HubSpot Action: Document findings in “Root Cause” property.

• Checklist:

  • Collect forensic logs.

  • Determine attack vector (e.g., phishing, exploit, credential theft).

  • Attach supporting evidence.

5. Remediation

• Goal: Fix vulnerabilities and prevent recurrence.

• HubSpot Action: Task assignments with deadlines.

• Checklist:

  • Reset credentials & enforce MFA.

  • Apply patches.

  • Update email filtering / DNS filtering rules.

  • Mark “Remediation Complete” property.

6. Recovery & Monitoring

• Goal: Return systems to normal and monitor for anomalies.

• HubSpot Action: Recurring tasks for 30-day monitoring.

• Checklist:

  • Validate restored services.

  • Confirm no repeat events.

  • Document recovery outcome.

7. Client/Stakeholder Communication

• Goal: Transparent updates while respecting confidentiality.

• HubSpot Action: Use templated notification emails.

• Checklist:

  • Notify affected customers.

  • Share incident summary with leadership.

  • Store communication copies in ticket.

8. Post-Incident Review & Training Update

• Goal: Learn from the event and strengthen defenses.

• HubSpot Action: Schedule follow-up training session.

• Checklist:

  • Hold lessons-learned meeting.

  • Update cybersecurity training.

  • Add improvement items to EOS Scorecard.

9. Closed – Documented

• Goal: Ensure closure with evidence and compliance trail.

• HubSpot Action: Ticket status set to Closed, mandatory fields complete.

• Checklist:

  • Incident summary finalized.

  • Evidence archived.

  • Training updates recorded.

  • Compliance checklist 100% complete.

Final Thoughts

Incident response requires both clear procedures and defined responsibilities.
This article outlines the how-to — the immediate steps every eXpress badging® team member must take when an incident occurs.

For information on the governance, personnel, and systems that support this process — including AWS resources, Fortra scanning tools, and communication protocols — see:

➡️ Cyber Incident and Breach Response Resources & Roles

Together, these articles form the complete eXpress badging® Incident Management Framework, ensuring readiness, accountability, and compliance across all environments.