Use mitigation recommendations 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 is actively affecting people or critical systems, your first priority is to reduce its impact and prevent it from getting worse. Instead of starting from scratch, Incident Command Center uses your investigation findings and connected knowledge sources to generate targeted mitigation plans that help you stabilize services quickly.
Before you begin
To use mitigation recommendations, make sure 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 and manage the incident.
Rovo is enabled for your site by your organization admin.
Review proposed mitigations
Open the incident in Jira Service Management and select the Investigation tab.
Review potential root causes, hypotheses, recent changes, deployments, and signals from connected tools.
Select Create Mitigation Plan on the most relevant hypothesis. This generates a tailored mitigation plan and takes you directly to the Mitigation tab.
Review the recommended mitigation steps generated from the investigation findings and connected runbooks.
Execute and manage the plan:
Assign steps: Assign a dedicated responder to each mitigation step to establish clear ownership. You can reassign at any time as availability shifts. Read more about responders
Run actions and track progress: Complete recommended actions and mark each step as done as you finish.
Customize the plan: Add additional steps to tailor the plan to specific requirements.
Continue monitoring service health and incident impact as steps are completed.
You can run new investigations and generate updated mitigation plans as new information surfaces. All previous hypotheses and associated mitigation plans are automatically saved in version history, allowing you to review or reference earlier plans at any time.
Use recommendations safely
Validate the recommendation against the current incident state, the affected service, and available evidence before taking action. If you take an action, record it in the incident timeline so other responders have an accurate view of the response.
When no recommendation is available
If the Mitigation tab is empty or the suggestions are not applicable:
Ensure all relevant context, deployments, and observability tools are linked to the incident.
Verify that relevant runbooks or playbooks in your connected knowledge base (Confluence, Google Drive, Microsoft SharePoint) are connected, so AI-powered recommendations are more accurate. How to set up Incident Command Center?
Continue investigation and update incident details so Rovo has sufficient context to generate recommendations.
What to do next
If you need to keep stakeholders informed about the mitigation steps you are taking, use the Communications tab to draft a status update.
Once the service is stabilized and the incident is resolved, go to the Post-incident review (PIR) tab to prepare your report.
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