ChatOps empowers teams by bringing complex day-to-day operational work into shared chat channels.
If done correctly it drastically reduces context switching and increases the speed at which teams can tackle tough challenges.
The basic requirement for integrating any application within chat tools such as Slack is to simply have messages posted within chat channels. However, there are three additional needs to consider when integrating an incident management tool into chat when increasing efficiency is the goal.
The integration must be able to post chat messages regardless where the incident originates and additional information added (monitoring, ticketing, or collaboration tools).
Messages need to be customized based on the specifics or severity of the incident. Often the basic message needs to be appended with tags or additional information fields.
It is often advantageous to have messages accompanied by buttons which allow responders to take instant, prescriptive actions.
Posting every alert and comment into a shared channel can quickly become overwhelming and is considered bad practice. A strong integration enables the creation of separate channels for specific responders and have direct control over what types of alert and follow-up messages are shown.
A seamless integration also provides the flexibility to receive only the incident actions which are decidedly relevant. Low priority issues that don’t require immediate action can be filtered and not sent to the chat stream, ensuring the team stays focused on what really matters.