Add and manage incident stakeholders

Incident stakeholders are people who are not responders to an incident but need to be updated about the incident’s progress to take precautions and actions. Agents can keep the incident stakeholders updated by sending them email messages.

Add and remove incident stakeholders

You can view and manage the incident stakeholders that are added to the incident. To add a stakeholder to the incident:

1. From the detail of the incident, select the Stakeholders field from the Details panel.

2. Select Add stakeholder.

3. Search for the people you want to add as incident stakeholders. Your changes are automatically applied so you don’t have to save them.

4. Later, if you want to remove a stakeholder, hover over their name and select.

Service stakeholders

When a service becomes affected service to an incident, the stakeholders who have been previously added to the service are automatically added to the incident. From the incident details, you can view whether they were added by an agent manually or by the affected service automatically.

You can manage all incident stakeholders from the incident’s detail. However, service stakeholders can be added and removed from the service’s detail page. Learn more about services.

Send a message to incident stakeholders

You can send messages to the incident stakeholders to let them know about the progress of the incident. People who are added to the incident as a stakeholders will receive these messages as emails. To send a message:

1. From the Activity section of the issue view, select Inform stakeholders.

2. Enter a summary and a message.

3. Select Send.