Manage incident types

Different kinds of incidents require unique responses. For example, the response to an IT service disruption will have different data requirements and procedures than a natural disaster response. For the most efficient incident response, it's important that the specific information and procedures needed to diagnose, mitigate, and resolve the issue at hand are easily accessible to resolution teams.

Incident types enable you to predefine the Incident Console sections and specific properties that are required for the different types of incidents your organization typically encounters. Predefining incident types is useful for establishing a more consistent approach to incident response and enabling more efficient incident resolution.

How does it work?

If your instance includes more than one incident type, the Initiate Incident step will ask which type of incident you want to initiate. Selecting a type automatically adds the corresponding incident properties as input fields to the Initiate Incident step.

You can populate the values of incident properties using the outputs of upstream flow steps or by enabling users to manually input values when they submit an Initiate Incident form. Incident properties are also available as outputs of the Initiate Incident step's built-in triggers, so you can integrate this information into your workflows and incorporate it into your resolver notifications and stakeholder updates.

Resulting incidents will use the customized console layout specified for that incident type and include the incident properties and any of their defined values in the Details section of the console. Resolvers can manually update the values of incident properties as the incident progresses.

The following sections describe how to create and use incident types and properties: