Announcing Ticketing

Dylan Nielsen March 17, 2020

Feature Releases

Incidents come up quickly and tracking critical tasks to be done in the moment and after an incident is resolved it can be challenging to keep up with what was done by who during an incident and what tasks still need to be completed. In an effort to continue simplifying your incident response process today we are happy to announce an overhaul of ticketing and task tracking on FireHydrant along with a major overhaul of our JIRA integration.

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Why we built this

Tracking tasks in the middle of an incident can be challenging at any time, let alone a SEV-1 incident. We wanted to create a system that lets your team focus on remediating incidents, not keeping track of who has done what. Ticketing is our answer to this, ticketing allows you to assign tasks: actions to complete during remediation, and followups: actions traditionally considered action items, to responders and to see updates in your incident channel when those actions have been started and completed.

Trackable

Tickets track from your incident to your postmortem automatically, so the things you change during your incident are easy to remember. When you install our JIRA Cloud or Server integration, assignees to tickets on FireHydrant are also assigned on JIRA. That is only the beginning of the power of the new JIRA integration. Ticket status is tracked between JIRA and FireHydrant, tickets are linked to a master incident ticket when a new incident is created, tickets can be created as different types in JIRA depending on whether they are tasks or follow ups, and so much more.

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