Incident Management
Run production incidents from alert to postmortem: severity levels, an incident commander, customer impact, follow-up actions tracked to completion, and a calendar of planned maintenance.
What's inside
What a new project starts with
Incident Management.json25 KB
Workflow9 states
- Backlog
- Triage
- Investigating
- Identified
- Monitoring
- Postmortem
- In Progress
- Closed
- False Alarm
Issue types4
IncidentdefaultFollow-up ActionPostmortemPlanned MaintenanceLabels11
ServiceAPIWeb AppDatabasePaymentsAuthInfrastructureThird-partyDetected ByAlertCustomer ReportInternal ReportSynthetic Check
Custom fields8
- Severityselect · SEV1 - Critical · SEV2 - High · SEV3 - Moderate · SEV4 - Low
- Customer Impactselect · Full Outage · Partial Outage · Degraded Performance · No Customer Impact · Incident
- Maintenance Windowdate & time range · Planned Maintenance
- Detected Atdate & time · Incident
- Incident Commandermember · people only
- Resolved Atdate & time · Incident
- Status Pageurl · Incident
- Root Causemarkdown · Incident · in the body
Issue templates4
- IncidentIncident · Triage · Urgent
- PostmortemPostmortem · Postmortem
- Follow-up ActionFollow-up Action · Backlog · High
- Planned MaintenancePlanned Maintenance · Backlog
Views13
- Active Incidentsboard
- SEV1 & SEV2table
- Postmortems Duetable
- Follow-up Actionstable
- Maintenance Calendarcalendar
- Incident Historytable
- Reliabilitydashboard
- Acknowledgeaction
- Cause identifiedaction
- Mitigatedaction
- Resolved, write postmortemaction
- Closeaction
- False alarmaction
Setup
- Cycles, off
- Initiatives, off
- Dashboards, on
- Docs, on
- Notes, on
- Subtasks, on
- Checklists, on
- Issue stats, on
- Time logging, off
- Completed issues archive after 365 days
- Canceled issues archive after 14 days
Quick start
Skip the setup, start the work
- 01
Import it in Project templates.
- 02
Open it to the teams that need it.
- 03
Pick it when you create a project.
A new project from this template · ready for issues