Create communication updates in Incident Command Center
Incident Command Center is currently available through an early access program (EAP). Features, interfaces, and availability may change as we continue development.
The Incident Command Center is available to customers on the Jira Service Management Premium and Enterprise plans.
When an incident occurs, stakeholders need clear, timely updates, while responders need to focus on resolving the issue. The Communications tab bridges this gap by automatically drafting status updates using the latest incident activity. This helps you keep everyone informed without losing momentum on your investigation.
Before you begin
To access the Communications tab, ensure that:
Incident Command Center is enabled for the Jira Service Management space where the incident is actively being managed.
You have the necessary agent permissions to view the incident.
Rovo is enabled for your site by your organization admin.
Prepare a stakeholder update
Open the incident in Jira Service Management.
Select the Communications tab.
Select the type of update you want to prepare:
Internal stakeholder email: Keeps internal leadership and teams aligned on technical details and status.
External stakeholder email: Shares customer-ready update without internal jargon.
Status page communication: Publishes updates directly to your status page. This is available only on Jira Service Management Enterprise plans.
Use Rovo to automatically generate an update draft tailored to your chosen audience, based on recent incident activity.
Review and edit the draft for accuracy, audience, and tone. Make sure that you remove any sensitive internal information or technical jargon before sharing it with external stakeholders.
Send or publish the update.
Review the generated drafts
Drafts generated as part of communications can help you get started, but you should always verify:
The current incident status and exact business impact.
The mitigation steps currently in progress.
Exactly when stakeholders can expect the next update.
What to do next
Return to the Overview tab to keep an eye on the latest incident context as the situation evolves and new alerts come in.
Once the service is stabilized and the incident is resolved, go to the Post-incident review (PIR) tab to create a draft for your report.
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