Incident management is the process used by development and IT Operations teams to respond to an unplanned event or service interruption and restore the service to its operational state.

Atlassian’s platform, Jira Service Management (JSM), is a great tool for managing customer support and dealing with incidents efficiently.

Its customer portal makes it easy to capture user-reported incidents. Customers can easily raise tickets on this portal to report the issues they are facing; tickets that will be routed to the right support agents. Within Jira Service Management, agents can easily manage these tickets, and take rapid action by escalating if needed, communicating with impacted stakeholders, and ultimately minimizing downtime.

The case of similar incidents:

In a typical incident management process, it is quite frequent that several customers will be facing the same issue. In that case, several similar tickets will be raised on the JSM portal, and it will be up to the agent to identify the similitude and relationship between those tickets. However, identifying and managing these links manually can be time-consuming and prone to errors.

Additionally, the basic Jira link doesn’t provide a comprehensive view of all information and context available in each ticket. Understanding the overall problem and its impact is crucial for efficient incident resolution. That’s why, going further and leveraging additional apps like Elements Copy & Sync and Elements Overview can further enhance incident management workflow within Jira.

Streamlining Escalation and Information Sharing with Elements Copy & Sync

Escalating an incident automatically in Jira

In a typical incident management process, the front-line support team will investigate the issue and when needed they can escalate to 2nd or 3rd level support team. Elements Copy & Sync can play a vital role by automating the escalation process.

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Synchronizing key information between escalated tickets

Collaboration is key between support teams and L3 (Level 3) teams to resolve incidents as quickly as possible. L3 needs access to all key information and context from the user-reported incidents to facilitate their investigation and to speed up the resolution.

Elements Copy & Sync can help ease this collaboration by synchronizing information between the escalated issue and the source ticket located in different Jira projects. In addition to fields like description or impacted components, the app also copies and synchronizes comments and attachments so that both teams can easily communicate.

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By doing so, the app saves time and ensures that all relevant information is synchronized between tickets, eliminating the need for manual updates, and enhancing collaboration between teams.

By automating the escalation process and synchronizing information, support teams can collaborate seamlessly with L3 teams. This streamlined workflow ensures that all relevant issues are addressed promptly and effectively.

Providing Contextualized and Actionable Insights with Elements Overview

Having a comprehensive overview of the global problem and its associated incidents is crucial for effective incident management.

Elements Overview addresses this need by presenting all related incidents in a single location, directly on the problem itself. This contextualized view provides actionable insights, facilitating the investigation and accelerating the resolution process.

Also, instead of having to go into each incident to update them, the team can directly edit the fields from the Elements Overview panel.

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Furthermore, Elements Overview provides an additional view of the problem and its associated incidents, on the customer portal. This way, each impacted customer can be informed of the progress made by the team on the incident resolution.

An optimized incident management process is crucial for customer satisfaction. With the help of Elements Copy & Sync and Elements Overview, incident management within Jira becomes more streamlined and efficient. By automating escalation, synchronizing information, and providing contextualized insights, these apps empower support teams to address incidents promptly and minimize their impact on customers.

Try out Elements apps for free: Elements Overview - custom display for related issues