Unveiling Past Incidents: Accelerating Incident Resolution with Historical Context
Having the context of how similar issues were handled in the past can be invaluable. It can help incident responders grasp the nature of recurring problems, their causes, and effective solutions that have worked in the past.
Introducing Squadcast’s Past Incidents feature that assists incident responders by presenting them with a list of similar past incidents related to the same service they are currently investigating. It employs a system algorithm to match and display similar historical incidents, offering valuable insights such as historical context, past incident activities & involvement, timing patterns, and previously successful solutions aiding faster Incident Resolution for organizations
This feature is available to everyone who takes Squadcast on a spin via our 14 day free trial!
Benefits: Why Past Incidents Matter
Here are some reasons that make Past incidents a valuable feature:
Historical Context and Knowledge Transfer: Past incidents offer context and a record of how similar issues were handled in the past helping incident responders understand the nature of recurring problems, their causes, and the previously used resolutions. The historical context also allows users to transfer knowledge and insights gained from previous incidents to those who may not have been present during the initial incidents.
Performance Evaluation: Users can use past incidents as a benchmark to evaluate their performance in resolving similar issues over time. This helps in identifying trends, areas for improvement, and whether response times and resolutions are improving or deteriorating.
Documentation: Past incidents can help teams document the entire Incident Management process, from detection to resolution, making it highly valuable for auditing, compliance, and reporting purposes.
Incident Analysis: Analyzing past incidents can help in identifying patterns and trends that may indicate potential future issues. This enables proactive measures to prevent incidents or minimize their impact.
Decision-Making: When a new incident occurs, having access to past incident data can aid decision-making. Teams can quickly assess if the current incident is similar to past incidents and use previous incident data to make informed decisions about how to respond.
Communication: When communicating with stakeholders, having a history of past incidents can help provide context and explanations for recurring issues, which can be particularly useful in managing stakeholder expectations.
View Past Incidents
Here is how users can view Past Incidents for a parent incident,
Step1: Go to the Incidents List page and select the incident you’re interested in from the list.
Step2: In the Incident Details page, locate the Details section.
Step3: Look for the Past Incidents subsection. And the following information will be displayed
Past Incident Details
Here are the details shown for the relevant incidents. By default the top 5 incidents that match and have been the most recent in the last 6 months will be displayed. Responders can now view and access which related incidents had high levels of activity along with the remediation steps taken by responders on these incidents.
Incident Statistics
Conclusion
In summary, past incidents serve as a valuable source of information, knowledge, and context for Squadcast users. They play a pivotal role in incident resolution, performance enhancement, and proactive Incident Management, ultimately resulting in more streamlined and efficient incident response procedures.
At Squadcast, a core tenet of our mission is to ensure that our platform and services offer the utmost user-friendliness, providing you with a seamless experience. We trust that our Past Incidents feature will bring us one step closer to achieving this objective. We encourage you to give this new feature a try and share your thoughts or feedback in the comments or with our support team. Cheers!
Squadcast is a Reliability Workflow platform that integrates On-Call alerting and Incident Management along with SRE workflows in one offering. Designed for a zero-friction setup, ease of use and clean UI, it helps developers, SREs and On-Call teams proactively respond to outages and create a culture of learning and continuous improvement.
Originally published at https://www.squadcast.com.
