Get up to speed on an incident with 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.
Jumping into an active incident can be chaotic. The Overview tab acts as your single source of truth, helping you immediately understand what’s happening, who is impacted, and what steps the team has already taken.
Instead of scrolling through chat logs, alerts, and multiple work items, the Overview tab gives you instant access to a high-level AI-powered summary, a chronological timeline of key moments, and AI-powered suggestions for what to tackle next.
Before you begin
To access the Overview 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.
Get up to speed on an incident
When you are pulled into an active response, use the Overview tab to find your bearings and quickly determine your next move.
Open the incident in Jira Service Management. The Overview tab opens by default.
Review the AI-powered incident summary to understand the reported impact, affected services, and the current system state.
Check the key events and timeline to see a chronological breakdown of what has happened so far, including when the incident started and what actions other responders have taken.
Review the suggested next steps to figure out your best move, and use the provided shortcuts to jump directly into action.
What you can review
In the Overview tab, you can view the following information:
Work item summary
Provides a concise AI-powered snapshot of the incident context by automatically synthesizing the incident description, recent comments, and linked alerts. It saves you from having to read through long comment threads to understand the current impact.
Key events
Highlights the most important milestones, decisions, and turning points in the response. This cuts through the noise of standard system updates so you can focus on major developments.
Incident timeline
Displays all critical incident activity in chronological order. This includes automated system events (such as status or priority changes), related alerts, and responder actions, making it easy to trace the issue's history.
Suggested next steps
Points you and your fellow responders toward the most meaningful next action. These steps may change as the incident progresses, helping prevent decision fatigue during high-pressure situations.
Incident data changes rapidly. If you've been on the Overview tab for a while, refresh your page to generate the latest recap of recent activities and comments before making critical decisions.
What to do next
Once you have the context you need, it's time to take action:
Go to the Investigation tab to dive into potential root causes, recent deployments, and examine related system signals.
Once an investigation is triggered and a mitigation plan is created, review and track recommended strategies for stabilizing affected services.
Go to the Communications tab to draft and send a targeted update to keep people outside the immediate response team informed.
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