Assignment & ownership
- Primary and secondary owners: Define who is responsible now and who backs them up.
- Rotational ownership: Rotate primary owners per shift template so coverage feels fair.
- Escalation chains: Configure layered assignments so watching leadership knows what is happening.
- Ownership history: Track who touched the incident to aid audits and retros.
Severity & status
- Severity adjustments: Bump or lower severity as you learn more (P1 → P2, etc.).
- Status controls: Move between Investigating, Mitigated, Monitoring, and Resolved with notes.
- SLA guardrails: Define thresholds for MTTA and MTTR per severity level and get alerted when you slip.
- Automations: Trigger notifications when severities change or statuses linger.
Logs & comments
- Play-by-play logging: Append updates as the responders work (diagnostics run, tests applied).
- Comment threads: Mention teammates to get quick context without switching tools.
- Attachments: Link to dashboards, repo commits, or runbooks for fast truth.
Runbooks & automation
Runbooks keep consistency when response velocity matters.
- Associate runbook templates with incident types (deploy, infra, third-party outage).
- Run automation scripts from the incident card (e.g., restart service, rotate secrets).
- Automatically create Jira issues or tasks when incidents move to Resolved.