incident management workflow aims to reduce downtime and negative impacts.

1. Incidents Management
with Jira
Ganesh Kunwar

2. Overview
Incidents
Jira Incident Management
Jira Service Desk default incident
workflow
Jira Ops
Postmortem report
Incident Response Report

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4. Why Incident is different than
Bug?
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5. Bug: Bug is developer’s terminology. Once a defect found by a
tester is accepted by developer it is called a bug.
Incident: Incident is an unplanned interruption. When the
operational status of any activity turns from working to failed and
causes the system to behave in an unplanned manner it is an
incident. A problem can cause more than one incidents which
are to be resolved, preferably as soon as possible.
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7. Incident Management with Jira
Incident management focuses on short-term solutions
The IT Service Desk template comes with an incident
management workflow.
This workflow ensures that you log, diagnose, and resolve
incidents
Jyaasa : We Design, Build and Develop Products

8. Incident Management process
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9. Jyaasa : We Design, Build and Develop Products
Service end users, monitoring systems, or internal IT
members report interruptions.
The service desk describes and logs the incident. They link
together all reports related to the service interruption.
The service desk records the date and time, reporter name,
and a unique ID for the incident. Jira Service Desk does this
automatically.
A service desk agent labels the incidents with appropriate
categorization. The team uses these categories during post-
incident reviews and for reporting.

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A service desk agent prioritizes the incident based on impact and
urgency.
The team diagnoses the incident, the services affected, and possible
solutions. Agents communicate with incident reporters to help
complete this diagnosis.
If needed, the service desk team escalates the incident to second-line
support representatives. These are the people who works regularly
on the affected systems.
The service desk resolves the service interruption and verifies that
the fix is successful. The resolution is fully documented for future
reference.
The service desk closes the incident.

11. Incident workflow
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12. Postmortem Report
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13. Postmortem Report
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14. Incident Response Report
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15. Jyaasa : We Design, Build and Develop Products
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