My answer to this question was: When somebody reported a problem, or I realise that there is a problem in the system, first thing which I am doing is to open a ticket with all the information which I have at that point and subscribe to the ticket all the members which I think they need to be aware of the problem. Then I spend a few minutes to investigate what the issue can cause and set the priority of the ticket respectively. After that, depends of the priority, next steps are taken.