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, if resolvers were notified or stopped being notified, 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.
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 use the drop-down at the top of the timeline to sort by Newest First or 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, incident commander, status, and severity.
To filter the timeline, click the filter drop-down menu and select one of the available options:
- All: Display all available timeline entries.
- Automations: Display automations as they were initiated from the incident. Each automation timeline entry contains its status (success or failure), the user who executed it, and a link to the Activity panel in Flow Designer which shows you the details of the automation system request.
- Collaborations: Display collaboration channels as they were added to the incident, as well as any descriptions or links.
- Linked Incidents: Display incident links as they were added to or removed from the incident. Each incident link timeline entry contains the link relationship type, as well as the user who added or removed the link.
- 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.
- Stakeholders: Display stakeholders as they were added to the incident, as well as any updates sent.
- Updates: Display all changes to the summary, description, incident commander, status, and severity of the incident.
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 incident commander, and any additional information you want to add to describe the progression of an incident.
Any user involved in an incident, including the incident commander, 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.