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What is the Incident Command Center (ICC)?

The Incident Command Center is only available on Jira Service Management Premium and Enterprise plans. If you’re on our Free plan, you’ll need to upgrade to use the features mentioned on this page. Find out more about Jira Service Management plans and pricing.

The Incident Command Center (ICC) is a video and voice call tool that allows you and your team to swarm on major incidents, helping you to communicate easily and directly with relevant teams so that you can resolve major incidents as soon as possible.

You can access the ICC directly from Jira Service Management in your queue view for ongoing major incidents by selecting ‘Join’ or ‘Start’ in the Command Center column. Learn how to create or join an ICC session.

You’ll need the right permissions to use an Incident Command Center. If you’re an admin, learn how to set user permissions for the Incident Command Center in Opsgenie.

The main features of the Incident Command Center include video tools, live chat with an activity stream updated in real-time, and incident actions such as adding responders.

Built-in chat

Use the Chat panel to send messages to other users in the ICC session, and view the activity of participants. To open the Chat panel, select the icon underneath your video. If the Chat panel is closed when a new message is sent, a notification will appear on the left-hand side of the page.

Screen sharing

Screen sharing helps you to collaborate faster during an incident. To share a screen in a session, select the icon underneath your video.

Adding responders

If you have permission, you can add responders while you’re in an Incident Command Center. Select Add Responders under the participants tab in the chat, and enter the team/responder name to add a new responder to the incident. The participant limit for an ICC session is 50 users.

Learn more about using the Incident Command Center in Opsgenie.

Last modified on Mar 1, 2021
Cached at 8:47 AM on Aug 5, 2021 |

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