Incidents is a powerful tool designed to help users manage multiple issues in a streamlined manner. Instead of tracking and resolving each issue individually, users can group related issues into a single incident. This simplifies issue management and enhances productivity, especially when dealing with a large number of issues.

Key Benefits of Incidents

Centralized management: Group related issues into one object, allowing users to manage everything in one place.
Root cause focus: Grouping related issues allows users to prioritize resolving the root cause first, then revisit the incident to ensure all associated issues have been addressed.
Better organization: Reduces clutter in issue management by consolidating related issues.

Getting Started with Incidents

Creating an Incident

To create an Incident, follow these steps:

Navigate to the Issues Page: from the main page, click the 'Issues' option in the left-hand menu.
Select Issues: select one or more issues by checking the boxes next to the relevant issues.

Create an Incident: click on the "Actions" menu, then select Merge > To a New Incident.

Next, provide a Summary, Status, and Assignee for the incident.

You’ll see all the issues you’re about to merge in the box at the bottom of the modal, here you can confirm your choices and remove any issues with the X.

Finally, click Merge Issues.

Once merged, you’ll notice that the incident will appear alongside other issues in the issues page with a merged issues badge showing the number of issues in the incident.

Editing an Incident

To edit an Incident:

Navigate to the Issues Page: from the main page, click on the "Issues” left-hand menu option.
Filter or search for the incident:You can search for your incident by its name in the search bar on the issue page. You can also use the Type filter to filter to incidents only.

Modify the Incident:

You can remove issues that are contained in the incident by clicking the incident name from the issues page to get to the incident details page. Then use the three dot menu on the right of the issue you’d like to remove and select Unmerge.

Issues can be added to an existing incident by selecting the issue in the issue page, then using the action menu to select Merge > To an existing incident. You will then be prompted to select the incident to which you’d like to merge the issue. Once the incident is selected in the modal, click Merge Issue.

You can edit the name of the incident by clicking the name on the issues page and then in the incident details screen clicking the pencil icon next to the incident name.

The status of an incident, as well as the status of all other issues inside the incident, can be changed by clicking the three dot menu on the right of the incident row in the issues page, or in the incident details screen you can use the action menu > Status.

The assignee of an incident can be changed in the incident details screen in the right hand pane with the Assignee dropdown.

Deleting an Incident

To delete an Incident you must unmerge all issues from the incident. You can do this in the incident details page by using the top select all checkbox to select all issues and then use the action menu to select Unmerge.

Best Practices for Managing Incidents

Group by Root Cause: When possible, group issues that share a similar root cause into one incident. This ensures you're addressing the core problem and prevents unnecessary duplication.
Use Descriptive Names: Make sure the name of each incident is clear and descriptive, making it easier to find later.

Frequently Asked Questions

What happens when I update the status or assignee of an incident?
- Answer: When you update the status or assignee of an incident, all issues within the incident inherit that status and assignee. For example, closing an incident closes all associated issues.
How is the priority of an incident calculated?
- Answer: Incidents are assigned the same priority as the issue in the incident with the highest priority. For example, if one issue has a medium priority and the other four issues in the incident have a low priority, the incident will be given a medium priority.