A clear owner and a useful timeline help your team coordinate while an incident is active. Move the record through triage and investigation, and add updates as you learn more.
Acknowledge and assign the incident
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Open the incident
Open Incidents and select a reported incident to view its details and timeline.
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Assign an owner
Use the Assigned to selector to give the investigation to a teammate. Reassign it if responsibility changes; the change is recorded in the timeline.
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Mark it triaged
Select Mark as Triaged once someone has acknowledged the report. The acknowledged time is recorded.
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Start the investigation
Select Start Investigation when the team begins investigating. Add updates to record findings, decisions and progress as they happen.
Keep the timeline useful
On the incident page, select Add Update and write a dated note about what changed. Tick Mark internal for team-only context that should not appear in external reports. Status changes, edits and assignments are recorded alongside updates.
Resolve and close it
When the immediate issue is fixed, select Mark as Resolved. Record the root cause and corrective actions on the incident. Add lessons learned while the investigation is fresh. You need a root cause and corrective actions before Close Incident becomes available.
Watch the target time. Severity determines the resolution target, and incidents that pass it are marked overdue. See Log and Resolve an Incident for severity targets and the initial report fields.
For more, see Incident Management.