Use the incident timeline
The Timeline lets you keep track of everything that happened during the incident, recording incident activity in real-time and noting who made the change — when the incident was initiated, when resolvers were added and any comments they made, and changes to incident details such as summary and description, status and severity. The timeline is a powerful information source both while the incident is active and after it's been resolved because it can include rationale and details for any changes made during the resolution process.
Sort and Filter the timeline
You can sort and filter the timeline to find information quickly. Some incidents can span hours or days, leading the timeline to amass an immense amount of information. The most recently added information is at the top of the list by default, but you can click Newest First to reverse the order. The timeline automatically refreshes to show you the oldest entries first, and the label updates to reflect that you're now viewing the oldest first.
During its lifetime, an incident can have many pieces of information logged in the timeline, so you may need to filter the timeline quickly to find the information you need. For example, you might want to see how many times an incident's severity was changed. Using the filters drop-down menu, you can select Updates and the timeline will show only changes to the incident's summary, description, owner, status, and severity.
To filter the timeline, click the drop-down menu and select one of the available options:
- Notes: Display comments added by users when they respond to a notification, as well as any notes added directly to the incident.
- Resolvers: Display resolvers as they were added to the incident and their responses when they received notification of the incident.
- Updates: Display all changes to the summary, description, owner, status, and severity of the incident.
Search the timeline
You can narrow timeline information even further using the search bar. Type the name of a user or group, or the keyword of a note to filter the timeline down more precisely. (Clear the search bar to reset the timeline contents.)
Notes are any comments relevant to an incident that were added by users. They include response comments submitted by resolvers when they acknowledge a notification, rationale behind a change to the incident's status, severity, or ownership, and any additional information you want to add to describe the progression of an incident.
Any user involved in an incident, including the owner, initiator, and resolvers, can add notes to the timeline. For example, while your team is working on an issue, you can add notes about what steps they are taking to detect its cause and resolve it. These notes are then included in the incident export, and can be easily accessed when building out a postmortem report.
You can add notes directly to an incident with the Add Note button. A text box opens where you can write a note up to 1000 characters. When you're finished the note, click Add to add it to the timeline.