Getting started
Users can define different Incidents per incident workflows and types. This allows you to configure settings related to incidents, retrospectives, and integrations for different use cases.
Each incident is unique, requiring different tweaks in reporting different criteria and observations. Patterns can be discovered, allowing the User to organize the information regarding an Incident by Incident Types.
You can use Tags, for example, as a way to assess and assign useful information to look for things such as:
- Affected Customers, Users, or Teams
- Common tag groups for Incident(s)
- Frequency of tags
- Tags used vs. Severity
Tip: Tags and labels are only as useful as their relevance to the company terminology. So use terms that reflect the company's representations.
Incident roles
Incidents within an organization are usually dealt with by an Incident Response Team (IRT), or an Incident Management Team (IMT). These team roles are often defined beforehand or (in emergency situations) during the event.
Although some of the details vary by company, their product(s), and the severity of the effect on the world outside of the company (i.e., a small company will probably not have the same effect as say a nuclear plant), the roles assigned normally consist of common elements. For example:
- Commander
- Comms Lead
- Operations Lead
- Technical Lead
- Product Owner
Note: In some cases, specialized team positions, such as public affairs and safety, can report directly to the Incident Commander (IC) when the event warrants establishment of those positions.
Note: Blameless allows, via the organizational level settings, the ability to assign or reassign the incident role with permissions to complete, reassign, and delete any tasks. The role is not set by default when creating an incident type the first time.
Refer to the Settings section for more information.
Severity levels
Severity levels can be highly custom—reflecting the nature of the business and its product(s). Refer to the following table for the provided severity levels within Blameless.
Severity labels
Can be defined using whatever name you want. The Label itself is a searchable value, but not the number portion. By default, Blameless supplies the following:
| Level | Label |
| SEV0 | Label for severity level 0 |
| SEV1 | Label for severity level 1 |
| SEV2 | Label for severity level 2 |
| SEV3 | Label for severity level 3 |
Note: Best practices suggest these tend to reflect an alphanumeric-style label (i.e., Sev1) and the Blameless’ implementation also reflects this, allowing the user to set their own interpretation of the best case implementation.
Incident types
Located under the “Settings” (gear) icon, “Incident Types” are stored under the “Incident Workflows” menu option.
Blameless allows for the creation of customized types. Below are some examples:
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DEFAULT
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Cloud Operations
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Compliance
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Customer Incident
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Error Budget Depletion
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Hotfix
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Release
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Security
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Training
Administrative Actions
Within the “Incident Types” window, you can see the created type examples, each has the following administrative actions:
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Activate / Deactivate an Incident Type
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“Manage” button to edit an incident type
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“…” (commonly called the “ellipsis” icon)
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Rename an incident type
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Delete an incident type
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Note: Incident types can be deactivated to prevent the incident type from being selected when starting new incidents. Incident types are active by default when created the first time.
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