Good incident response is about good communication. In incidents, it's particularly helpful to provide a small, structured update to the organisation on a regular basis. This keeps everyone on the same page, and helps resolve worries about when the next update will be coming, too.
We're always looking for ways to make good communication easier, and a few customers have mentioned that using seperate commands to udpate the severity, status and summary often felt a bit harder than it needed to be. You might not remember to update the status, or forget to update the summary after new information came to light — we certainly did!
We think all these fields work better together, so last week we set to work on incident updates!.
Updates are an easy way to provide a small, structured update to the rest of the organisation on a regular basis. We tie together existing fields like Status and Severity, with a new field allowing you to share any other context. Additionally, if you set a reminder for when you're expecting to send the next one, we'll remind you at just the right time ⏰
Hopefully this makes internal communications a lot easier, and reduces some of the burden when it comes to communicating regularly. Give updates a spin in your next incident, and let us know what you think!
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