Administering an Incident

Making Changes to an Incident​

Changing Incident Type​

Blameless allows the user to change the Incident type at any time.

Changing the incident type during an incident​

If you change incident type during an incident the following will occur:

• You will receive a warning window confirming you wish to make the change.
• There will be an update to the event timeline to indicate when theIncident Typetransition occurs.
• The Incident remains in the same state as when it is changed.
• All completed tasks until that point are still complete, then the new tasks related to the selected incident type are presented.
• The Timeline is preserved.
• The Retrospective custom questions, tags, and Analysis section are overwritten.

You can also change the type at any time using the Blameless bot in Slack and Microsoft Teams.

Changing Severity​

Incident severity can be changed at any time via the severity dropdown in the incident header:

Changing the incident severity will also create a new event in the incident timeline to capture the time of severity change.

Changing Status​

Blameless incidents currently have a status flow of:

Investigating->Identified->Monitoring->Resolved

There is also an additionalDuplicatedstatus that can be used to flag an incident as a duplicate. Alternatively, in the event of a duplicate incident, you may want to simply delete it depending on the context.

Incident status can be changed at any time via the status dropdown in the incident header, and users can jump ahead to any phase as desired, unless there are blocking "Required" tasks for that phase.

Depending on the phase the incident is being transitioned into, new tasks will become available in the Tasks tab and via Blameless Bot as per your configuration in Settings.

Changing the incident status will also create a new event in the incident timeline to capture the time of status change.

Deleting an incident​

An incident can be deleted by clicking on the actions menu in the top right of the incident header and selecting the Delete Incident option.

Working With Tags​

Tags provide a powerful mechanism for you to capture and label metadata for an incident which can later be viewed in Reliability Insights reports and queries.

Tag categories can be configured per incident type and severity from the Settings component.

Tags support an optional list of predefined tag values. This allows you to lock down a list of tag options to a predefined list in order to improve data curation, consistency, and reporting.

Adding a tag value to a category's list of predefined tags restricts selectable options for this category. If a category has no predefined values, the input values will remain freeform.

For tag categories which contain predefined values, their tag input will now be a multi-select dropdown. For tag categories which aren't locked down to predefined values, their input remains as freeform input.