Is there a way to add stakeholders automatically for only HIGH priority incidents?

#1

So Iā€™ve figured out that I can create response plays and add them onto our service settings but it appears that this will trigger regardless of incident priority.

For example if I open a p3 ticket it will automatically add and notify my stakeholders response play. This will send them a text message says ā€˜incident 00000 was createdā€™. Typically we only need to notify our stakeholders for high priority incidents that are affecting daily operations. P1 and P2 only.

Is there anyway I can do this?

#2

Hi Justin

The automated response plays will trigger for everything. You might want to try a response play that can be run on-demand by your responders that theyā€™ll click on when the incident requires additional stakeholders to be notified.

You could call the response play ā€œNotify P1/P2 Stakeholdersā€ or similar, and allow all users to run the play on demand. Then folks can select the response play from the dropdown in the incident UI when they have a P1 or P2 incident. This would be helpful if an incident is initially assigned a lower priority but needs to be escalated as well.

We have a number of these types of response plays for managing incidents. Since they arenā€™t attached or limited to a particular service, anyone responding to an incident can run plays that do things like notify all engineering leadership or page an incident commander.

ā€“mandi