Follow-ups, now with priorities

Weekly Update

Follow-ups are a fantastic way to learn and improve from your incidents. So we’re expanding them with the concept of priorities.

Follow-ups which should be done urgently, such as reverting a temporary workaround can be assigned a critical priority. Whereas longer term follow-ups, such as migrating a service to a cloud provider could be assigned a lower priority. This allows your organisation to track both short-term tactical improvements, in addition to longer-term strategic improvements.

These priorities are fully customisable to your organisation’s needs, whether that’s P0/P1/P2, or High/Medium/Low.

Interplay with Policies and Workflows

The power of these priorities is unlocked once they’re combined with policies. A policy can be configured to say:

  • “All critical follow-ups must be completed within 3 days”, or
  • “All high priority and above follow-ups must be exported to our issue tracker”

Screenshot of the upgraded text editor for the "Send message to a channel" workflow step

Policies can be used to track your organisation’s commitments, define SLAs, and check adherence to them. And now they can also be applied to follow-ups depending on their priorities. Policies then have the ability to be checked ad hoc, or delivered as a regular report. Allowing you to have visibility over all parts of your organisation.

Follow-up priorities can also be combined with Workflows to perform actions based on the priority. For example:

  • “All critical follow-ups should be automatically exported to our issue tracker”