We believe there are two types of action you create during an incident – those that need doing now, and those that should be followed-up after an incident has been closed.
Actions that need doing now might be:
Reboot that server
Send some comms to an affected customer
While follow-ups could be:
Improve test coverage of a given codepath
Share the debrief document with all affected customers
You can learn more about actions here.
How do I create actions?
There's three ways you can do this:
1️⃣ React with the :fast_forward: ⏩ emoji to any Slack message within the incident channel
You can then export the follow-up to an issue tracker, via the Incident Homepage (or directly in Slack for Jira).
2️⃣ Use the command /inc follow-up, to create new follow-ups and post any open follow-ups within the channel
3️⃣ Create the follow-up directly in your issue tracker, and paste a link into the Slack channel
What can I do with follow-ups?
If a follow-up is exported to an external issue tracker like Jira, we'll listen for changes and keep the follow-up in line on our side.
If it isn't, you can mange it via Slack (using
/inc follow-ups) or via the incident homepage from the Follow-ups tab.
You can also assign a Priority to a follow-up, to help drive Policies and communicate the difference between follow-ups. You can read more about Follow-up Priorities.
You can track follow-ups from the Follow-ups page in the web dashboard. This allows you to see the status of follow-ups across all your incidents, as well as taking actions such as sending reminders and bulk-editing follow-ups.