SRM incidents

Track and collaborate on incidents in the Incidents tab, helping you and your teams resolve issues efficiently.

The Incidents tab appears in the Service Reliability Management (SRM) Reliability tasks page. Its top header shows description information, tags, priority information, state, service, and assignment group.

Note: Tags are imported from third-party integrations and attached to incidents. However, you can also create tags to categorize data and drive system logic using the Tag icon

When selecting an incident, you're taken to an overview. This section contains three content panels: Summary, Activity, and Recommended actions.

Note: When an editable field is updated, notifications are sent based on user notification preferences.

In the Impact Summary, you find the following information:

Note: Priority is calculated according to the following sample data lookup rules:

When a service is deleted, its integrations, alerts, incidents, and automations are removed. Deleting a service isn't a recoverable action so consider deactivating the service instead.

The Related Records tab contains any alerts associated with this incident.

Note: All field values are imported from the related records and aren't editable from SRM.

Postmortem tab

About Postmortem owner:

• If a Scribe has already been chosen in the Collaboration panel Responders list, they're automatically made the owner.
• If there's more than one scribe, the first one assigned is chosen. Otherwise, you can select an owner from the list menu.
• If a new scribe is added or an existing user persona is changed to Scribe, that user is made the owner.
• If you manually remove an owner, no new owner is automatically selected.

Use the drag-and-drop feature to edit postmortem sections. You can exclude sections from PDFs, delete sections, or reorder sections.

To add new sections, select the Add icon

Compose panel

Work notes are added to the Activity timeline automatically. Visible to responders and above. Add comments using the Compose text box.

Comments are added to the Activity timeline automatically. Visible to everyone in SRM.

Activity section

Stream that contains all the system activity, and resolution notes. You can filter, sort, expand or collapse all posts using the header icons.

Note: The filter option includes Post types, Field changes, and Filter sets. All choices are selected by default. Flagged entries are either all or none.

Actions panel

Note:

The Notifications, Agent assist, Expert on-call, and Email templates panels aren't currently supported in SRM.

Attachments section

Open the Attachments section using the Attachment icon

On the Attachments section, you can initially Browse your local hard drive for files.

Once you have added attachments, you can:

• Search for an attachment based on its name or extension

  Note: You must have two or more attachments to search.

• Upload a new attachment using the (

• Download, remove, or rename existing attachments using the More actions icon (

Template section

Open the Template panel using the Template icon

Note: Existing templates are displayed, but creating templates isn't available in SRM.

Collaboration panel

Displays the available Zoom meetings, Microsoft Teams, or Slack channels to start or join.

To start or join a Zoom meeting:

Note: The Zoom integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.

1. Select Start Zoom.

   • A meeting pop-up appears.
   • Add participants.
   • Select Create Meeting.

   • The meeting is created, invitations are sent, and you join the meeting.

     Note: Any issues found when starting a meeting are shown in a banner message.

2. Select Join Meeting

   • Sign in to your Zoom account.
   • You join the Zoom meeting.

3. Select Start Channel.

   • Sign in to your Microsoft Teams account.
   • Select Create. You are redirected to the Microsoft Teams application.

   • Back in the Collaboration column, the Join Channel button is activated.

     Note: Any issues found when joining a channel are shown in a banner message.

4. Select Join Channel in the Collaboration panel in SRM.

5. Sign into your Microsoft Teams account.

   You are taken to the channel in Microsoft Teams.

Start or join a Slack channel:

Note: The Slack integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.

1. Select Start Slack.

   • Add participants in the Create a Slack channel pop-up.
   • Select Create. You are redirected to the Slack application.

   • Back in the Collaboration column, the Join Slack button is activated.

     Note: Any issues found when starting a channel are shown in a banner message.

2. Select Join Channel in the Slack application window.

3. Sign into you Slack account.

   You are taken to the Slack channel.

Parent Topic:Exploring Service Reliability Management