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Escalating incidents with monday service


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Who can use this feature:
Available on monday service


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. 

Let's take a look at each of the groups:
  • New reported incidents - all new items are assigned to this group to be addressed by an agent or manager
  • In review - incidents that have been addressed and assigned and are waiting to be resolved
  • In progress - incidents that are currently being taken care of
  • Prepping postmortem report - incidents that are resolved, but the postmortem report is still in progress
  • Resolved - incidents that have been resolved are stored in this group


Tip: You can set up the automation "When status changes move item to group" to have your items automatically move to the relevant group when their resolution 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. 

Let's take a look at some of the key columns:
  • Item name - the name is automatically imported when generated from an item in your "Tickets" board, or can be written or changed manually to define your incident
  • Owner - assign an agent to manage this incident using this People Column
  • Status - keep your team aligned by updating the Status of an incident
  • Area - customize the labels to define all of the different types of incidents
  • Creation Date - the date is generated using an automation that's triggered when an item is created in the board
  • Postmortem report - upload the postmortem report to this Doc Column to keep documentation connected to the incident and its resolution. Tip: set up a template to unify the structure of your reports
  • Tickets - link connected tickets from your "Tickets" board using this Connect Boards Column 

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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. 

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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

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You can even create a template so that all reports will be uniform and follow a pre-determined structure. 

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Tip: You can use dynamic text to pull column values such as the item name or resolution time automatically into your Doc! 


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. 

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If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.