Post-Incident report

When an incident has been resolved, incident owners, company administrators, or company supervisors can create a post-incident report to document the incident postmortem process. This allows users to share key information and understanding about why an incident occurred, how resolvers responded, and what preventive actions can be taken to ensure it doesn't happen again. Easily create a post-incident report through the xMatters incident console, and then export it to share with other users, stakeholders, or customers.

[Screenshot/GIF of report screen]

Creating the Post-Incident report

Post-Incident reports can only be created for incidents that have the Resolved status. Once this happens, the incident owner, company administrator, or company supervisor can generate the report in the incident console.

To generate a Post-Incident report

  1. On the Incidents screen, click the name of the resolved incident you want to create the Post-Incident report for.
  2. In the top right corner of the console, click Create Post-Incident Report.
    [Button image]
  3. Complete the report details.
  4. Click Save.

Completing the Post-Incident report

The Post-Incident report is split into two columns. The first column of the report provides sections for the report owner to document key information about the incident resolution process, such as impact details and root cause analysis. The second column of the report displays the Timeline information, including incident status updates, notes, and user responses.

The first column is broken down into the following five sections:

Detail

Description

Participants Use the Participants section to list the names of the report owner and any other users who contributed to the incident postmortem process.

Impact

Use the Impact section to add information about who was impacted by the incident, what their experience was, and how long the impact lasted.

Root Causes and Contributing Factors

Use the Root Causes and Contributing Factors section to include information about the initiating cause of the incident, as well as details about any additional factors that negatively contributed to the incident.
Response and Resolution Use the Response and Resolution section to go into detail about what was done to diagnose, mitigate, and resolve the incident.
Lessons Learned Use the Lessons Learned section to talk about the takeaways from the incident resolution process; such as went well, what could have gone better, and information about what can be done to prevent the same incident from repeating.

Post-Incident Timeline

The second column of the report mirrors the same Timeline that is visible in the incident console. Use the Timeline in the Post-Incident report to help pinpoint the most important parts of an incident's life cycle and resolution process. If additional information needs to be included that wasn't captured when the incident was occurring, or if details need to be modified to suit the audience, information can be added, edited, or removed from the report Timeline.

[Image of Timeline]