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Jira Follow Up Actions by Incident Type

Emily Arnott

We’re excited to announce our Jira integration is leveling up to make tracking Blameless incidents in Jira faster, smoother, and more powerful. Teams can now specify the way incidents get categorized into projects, and we’ve also enhanced the overall user experience. Let’s take a closer look.

Follow-up actions by incident type

Blameless can be configured to automatically trigger a Jira ticket whenever a new incident or follow-up action (FUA) is created in the Blameless UI. Previously, these FUAs would automatically fall under the same project as the original incident. That works out great for FUAs that relate directly to the incident at hand, but in certain cases, teams may want to categorize a FUA differently. It’s not uncommon to identify a wide variety of improvements and follow-ups in the aftermath of an incident that involve cross-project or cross-team connections.

With this new update, follow-up actions can be assigned to projects based on the incident type. This new connection is helpful for several different use cases. Here’s one example. Say an incident is causing user log-ins to fail, and another incident is causing pages to load slowly. If it turns out that both incidents are related to a poorly optimized database from which both services call, it makes more sense to collect the FUAs in a dedicated project called “Database Improvements” rather than two separate projects.

The ability to specify where a FUA is placed helps to make sure these tasks receive the right attention. As mentioned previously, FUAs can be suited to address different types of projects besides the original incident such as a specific service area or a larger group of system improvements. At the same time, it’s helpful to keep track of the initial source. Blameless allows you to view the original incident that inspired the FUA, and it will stay linked in the new ticket.

Adding a New Follow Up Action

A smoother and friendlier UI

We’re also excited to give our users an enhanced user experience and interface. When a Jira ticket is created in Blameless, the ticket fields are automatically populated with Blameless incident information. Required information is denoted in the UI, and if any information is missed, Blameless will trigger a prompt reminding you to add the necessary details. To help users save time, the Jira integration can also be configured with global default settings. We’ve made these steps more intuitive, so you can get going on your FUAs with less overhead.

Configuring Global Default Settings for New Tickets

At Blameless, we’re happy to offer a suite of integrations to assist teams with various tech tools and to create a seamless incident management workflow. Thank you to our customers for continuing to support us as we expand our platform capabilities. We appreciate your feedback and look forward to building more for you. If you’re new to Blameless and would like to see the product in action, feel free to request a demo!

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