{"id":1556,"date":"2020-10-05T23:59:33","date_gmt":"2020-10-06T03:59:33","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/automated-incident-management\/"},"modified":"2026-09-30T07:48:47","modified_gmt":"2026-09-30T11:48:47","slug":"automated-incident-management","status":"publish","type":"post","link":"https:\/\/blog2workato.wpengine.com\/automated-incident-management\/","title":{"rendered":"Automated Incident Management: What It Is, With Examples"},"content":{"rendered":"\n

No organization is immune to internal hiccups.<\/p>\n\n\n\n

Equipment will eventually break; apps will inevitably need fixing; items will no doubt get lost.<\/p>\n\n\n\n

You can address these issues and many more successfully by adopting an incident management process that can prioritize issues, provide transparency, and enable your team to resolve any issue quickly.<\/p>\n\n\n\n

To accomplish this at scale, you\u2019ll need to use an automated incident management system. We\u2019ll break down what that can look like and why it\u2019s so critical, but let\u2019s align on what the IT automation<\/a> term means first.<\/p>\n\n\n\n

What is Automated Incident Management?<\/strong><\/h2>\n\n\n\n

Automated incident management is the use of automation and AI to streamline an incident management process end-to-end. <\/strong>This requires the use of a business event (e.g. a ticket getting created) that sets off real-time outcomes (e.g. a ticket getting assigned to an agent).<\/p>\n\n\n\n

Examples of Automated Incident Management <\/strong><\/h2>\n\n\n\n

With this definition in mind, here are 2 automated incident management examples that range in importance and in how they\u2019re handled:<\/p>\n\n\n\n

1. A product bug that impacts the customer experience<\/strong><\/h3>\n\n\n\n

When a technical issue prevents your application from performing optimally, you\u2019ll want to address it as soon as possible.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Here\u2019s how automated incident management lets you do just that:<\/p>\n\n\n\n

1. Once an employee becomes aware of the product bug, they trigger the workflow by filing a ticket in a chat tool like Slack<\/a>. This involves providing info around the issue\u2019s importance, a description that allows colleagues to better understand it, and the customer it\u2019s impacting (if it only applies to a certain customer).<\/p>\n\n\n\n

2. A platform bot that can interact between the chat tool and the rest of your systems automatically creates the ticket in Zendesk<\/a>.

Once created, the bot asks if you’d like to escalate it to engineering\u2014and since the issue is critical, you click “Yes.” This triggers a ticket in Jira<\/a> to populate, which is the platform your engineers use to manage their work.<\/p>\n\n\n\n

3. The bot posts the ticket to the #escalatedtickets channel. From there, the appropriate stakeholders can find the ticket and create a separate channel exclusively for handling the product bug issue.<\/p>\n\n\n\n

4. Anyone who\u2019s working on the issue can leave comments in the ticket and change its status via chat. <\/p>\n\n\n\n

Once the issue gets resolved, the agents can close it, archive the channel, and the employee who made the request instantly gets notified.<\/p>\n\n\n\n

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