With tickets constantly flowing through our monday service "Tickets" board, we can't afford to get bogged down by some trickier-to-solve issues. When we come across a larger issue, we can label it an "incident" and move it over to be taken care of it in our dedicated "Incidents" board. Let's dive into this workflow.
The basics of the board
The monday service "Incidents" board is designed to manage more serious tickets that can be considered "incidents". We've categorized 2 different types of incidents; new incidents or related incidents. Related incidents can be linked to multiple tickets in the designated column to keep them all connected. Let's take a look at the basics of this board.
- Items
The items in this board each represent an incident. They can be imported from your "Tickets" board using the steps outlined in the next section, or added manually.
- Groups
The items on your board are divided into groups based on their status and move dynamically throughout the board when the status changes.
- Columns
Columns set the structure for our incidents and ensure that all of the information needed to resolve our incidents is supplied to the agent as soon as it is opened.
How to create an incident
To create an incident from an existing ticket, head over to your Tickets board and click the ticket's cell in the "Incidents" column. Now, type in the name of the incident. If this incident already exists in the incidents board, you can select it to link the related ticket. If there is no existing incident, click "Add as new incident" at the bottom of the pop-up window.
This action will automatically create a new item in the "Incidents" board and link it in the "Incidents" column on your "Tickets" board shown below.
Back in the "Incidents" board, the new item will appear in the "New reported incident" group at the top of your board with the status "Escalated from IT tickets". You'll see all of the linked tickets in the "Tickets" column.
Alternatively, an incident can always be added manually as a new item to your incidents board.
Resolving an incident
When your incident is resolved, you can prepare a postmortem report and add it to the Doc Column.
You can even create a template so that all reports will be uniform and follow a pre-determined structure.
When you're finished, make sure to change the incident's status to "Resolved" and move it to the "Resolved group! You can even set up automations to move your items to the relevant group when their status changes.
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.
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