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Create incidents with alerts

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Escalating an alert to an incident can be a crucial step in managing major problems or emergencies effectively. While alerts provide valuable notifications to responders, incidents offer a more comprehensive approach to addressing and resolving issues. By converting an alert into an incident, you gain the ability to collaborate as a team, involve different teams if necessary, and delegate tasks to ensure a swift resolution and minimal service disruption.

With incidents, you can initiate conference calls to coordinate efforts, establish clear roles for each team member, and efficiently work together towards resolving the problem. Additionally, tracking the incident's progress in a chat platform enables real-time communication and updates on the situation. Once the issue is resolved, you have the opportunity to conduct a post-incident review (PIR) to analyze the root cause and implement preventive measures to avoid similar incidents in the future. This proactive approach ensures continuous improvement and enhances the reliability and stability of your services. Read more about incidents.

Create an incident from an alert

  1. Go to the detail of the alert you want to create an incident for.

  2. Select Create incident button from the top menu. This will open the Create incident page, with the issue type automatically set to Incident.

  3. Select a Project for the incident.

  4. Enter the Summary for the incident.

  5. Fill out the Description and other required fields as needed.

  6. Select Create to save. Once the incident is created, you can view the linked alert under Linked alerts in the incident detail. You can also add or remove more alerts from the incident as required.

Create an incident with multiple alerts

  1. Go to the Alerts list from either Your Work or your team’s Operations.

  2. Select the alerts you want to link to the incident.

  3. Select Create incident. This action will open the Create incident page.

  4. Select Project and enter incident details as explained above. When done, select Create.

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