Manage incidents in Jira

After you connect services in Jira, your team can filter incidents and review them by priority, affected service, and status, while also linking them to work items and post-incident reviews (PIRs). You can then can create work items and PIRs to resolve incidents and handle follow-up actions.

When you create a work item from the feature, the work item description automatically shows the incident details. It also links to the associated incident, PIRs, and services. This helps capture key information for anyone assigned to work items associated with the incident.

PIRs are helpful for higher-priority incidents, letting your team discuss and document root causes, the impact on customers, and follow-up actions.

Linking work items and PIRs to incidents can help your team establish proactive measures to try to prevent incidents from recurring.

Create work items from an incident

To create and link a work item to an incident:

1. Find the incident in the table, and then select + Create work item

2. Add details to the work item.

3. Select Create.

4. If the incident already has a work item linked to it, create another one by selecting the dropdown menu (), and then + Create another.

To link an existing work item to an incident:

1. Find the incident in the table, and then select the dropdown menu () in the work item column.

2. Select Link work item.

3. Use the search box to find the work item, then Link work item.

4. If the incident already has a work item linked to it, link another one by selecting the dropdown menu (), and then Link another work item.

Create a post-incident review (PIR) from an incident

To create a PIR and link it to an incident:

1. Find the incident in the table, and then select + Create PIR

2. Add details to the PIR.

3. Select Create.

4. If the incident already has a PIR linked to it, create another one by selecting the dropdown menu (), and then + Create another PIR.

To link an existing PIR to an incident:

1. Find the incident in the table, select the dropdown menu () in the PIR column.

2. Select Link PIR.

3. Add PIR details, then select Insert.

4. If the incident already has a PIR linked to it, link another one by selecting the dropdown menu icon (), and then Link another PIR.