Manage your incidents

Learn about what defines an incident and how the ITSM incidents category can be used.

Learn what defines a major incident and what they’re used for.

Learn what it means to escalate an incident, how to do it, and what happens when you do.

Learn how SLAs work in incidents and how to set them up.

Track the progress of major incidents with the incident timeline

Use chat channels and conference calls to communicate about incidents with your team.

Learn how to swarm on incidents using incident conference calls.

Create chat channel and video conference from the issue view of an incident to talk with your team about the incident.

Learn how to start a new or join an existing ICC session.

Learn how to add Slack as an incident chat channel to your project or site as an admin.

Learn how to set up Microsoft Teams as an incident collaboration tool in Jira Service Management.

Learn how to set up Zoom as an incident collaboration tool in Jira Service Management.

Learn how to set permissions for the Incident Command Center and make sure your agents have access to swarm on incidents

Add the responders field to your incidents so that you can use responder features to help resolve incidents faster.

Find out why and when Opsgenie stakeholder roles are created during the incident management process.

Add or modify your contact methods to receive alert notifications when an incident occurs

Learn how to add and manage incident stakeholders during incidents.

Update your incident and access new features like Alerts, Responders, Linked alerts, and Major incidents

Learn how to add the major incidents field and how to mark an incident major.

Learn how to investigate changes with the incident investigation view.

Learn who the incident responders are and how to manage them during an incident.

Learn how to create responder alerts with incident details.

Learn about alert priorities and how they work with issue priorities to manage your alerts.

Linking alerts to an incident allows you to track the status of monitoring alerts from the issue view of the incident.

Alerts can be automatically created when someone is assigned, added as a responder or owns a service on an incident.