The incident management process mainly consists of three steps: identification, analysis, and resolution. Each step of the incident management process requires extensive communication between incident responders, internal stakeholders, and customers. Using Slack as your digital HQ, you can efficiently communicate and collaborate with your team. Actioner integrates Slack's capabilities into incident response and streamlines the process for incident management tools such as PagerDuty.
Without leaving Slack, you can control your incident management system with Actioner's Slack app for PagerDuty. The end-to-end lifecycle of an incident can be tracked by connecting PagerDuty with your Slack workspace.
It is possible for your internal users to determine and report some problems in your system. As soon as a critical problem is reported through Slack, first responders should be able to create an incident to start the investigation. Actioner provides an easy way to create incidents from Slack messages: A fire emoji 🔥! Using the fire emoji in a Slack message, Actioner guides the first responder to create an incident in PagerDuty without leaving Slack. A simple yet efficient process for creating incidents notifies other responders immediately.
Actioner automatically creates a dedicated Slack channel for each incident on PagerDuty. These channels serve as incident war rooms. Actioner helps all stakeholders and responders benefit from this room in the following ways:
As soon as the channel is created, a brief summary of the incident is sent to the channel along with meaningful incident actions. First responders can easily ask for help, add notes to the incident, or read the incident management handbook!
Any updates related to the incident are sent to the Slack channel. Notes, state changes, and status updates are automatically shared with the war room.
When an incident is created, Actioner automatically invites the incident assignee and the responders to the channel. Additionally, you do not have to manually keep track of who's in the channel - new responders added to the Pagerduty incident are also invited to the war room without prompting!
In the post-resolution phase, Actioner guides the responders. You can connect to your favorite documentation tool to create postmortems, or create follow-up issues in Jira using smart action buttons. You can also update your Statuspage quickly to keep external stakeholders informed.
Learn how to create incident war rooms in Slack for PagerDuty incidents ➡️
It may be necessary to provide a brief summary of the ongoing incidents to your company's staff while first responders deal with the fire. Actioner keeps the other parties in your company informed with a short, informative message sent to a broadcasting channel. With broadcast channels, you can use them as Slack dashboards for incidents!
Install Slack-first incident and on-call management with PagerDuty to get started! Easily customize it for your own incident management stack and flow in just a matter of minutes.
