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Jira Service Management

We delve into the world of incident management. We share our insights on troubleshooting potential major incidents and various strategies to resolve them faster. We emphasize the importance of flagging incidents as major and utilizing tactics like “warming” to address issues swiftly. We give a practical example of creating a dedicated Slack channel for effective communication during the incident. We discuss the scenario of having a support desk for service requests and an operations team for incident management. Regular incidents and major incident activities are explored, along with the essential post-incident management activities like conducting a root cause analysis in a post-incident review. We suggest helpful techniques such as taking a transcript of the chat session and appending it to the specific ticket’s comments, followed by closing the channel. We also propose the use of conference calls or Zoom sessions to bring the relevant team together for faster issue resolution. Understanding the nature of relationships, whether physical, contractual, or otherwise, is crucial. It aids in troubleshooting issues more efficiently. We highlight the practical application of chatbots in Slack or Teams for creating and updating tickets but notes that this is just one example of their usefulness. Linking incidents to impacted services is another important aspect discussed. We talk about the ability to view open incidents related to the same service, as it helps in identifying widespread issues. We also mention the option to establish various relationships, such as parent-child or causal, when linking incidents. Investigating the service and its dependencies, as seen in the service request, is a valuable step. We conclude by noting the ability to adjust the view and filter by reference and types of relationships, such as dependencies, for a comprehensive understanding of the incident landscape. Tune in to gain valuable insights into troubleshooting potential major incidents and enhancing your incident management practices.

Topics covered:

  1. Troubleshooting a potential major incident
    • Flagging incidents as major incidents
    • Using “warming” to resolve the issue faster
  2. Scenario: Support desk vs. operations team
    • Different focuses: service requests vs. incident management
    • Regular incidents vs. major incident activities
  3. Post incident management activities
    • Conducting a root cause analysis during post incident review
    • Utilizing chat session transcripts for faster issue resolution
    • Appending transcripts to specific ticket comments and closing the channel
    • Using conference calls or Zoom sessions to bring teams together
  4. Understanding the nature of relationships for faster troubleshooting
    • Physical, contractual, or other types of relationships
  5. Chatbots in Slack for creating and updating tickets
    • One use case among many
  6. Linking incidents to impacted services
    • Viewing open incidents related to the same service
    • Identifying widespread issues
  7. Linking incidents in parent-child or causal relationships
  8. Investigating services and dependencies
    • Seen in the service request
    • Adjusting the view to see additional related items
  9. Filtering by reference and types of relationships (e.g. dependencies)

Contact us to chat about this and other amazing Jira Service Management features!