Incident Management

The Incidents area is the operational center of RectifAI.

What you can do from the incidents area

• create a new incident
• view active and historical incidents
• open a detailed incident sheet
• change incident status
• assign an owner
• assign incident roles
• add and complete tasks
• attach or remove systems
• create post-incident Jira problem records and action items

Creating an incident

When you create an incident, you provide:

• a title
• a description
• an optional severity
• one or more affected systems
• whether selected systems should trigger paging
• whether selected systems should notify chat groups

RectifAI then attempts to:

1. create the Jira incident issue if JSM is configured
2. create the incident record in RectifAI
3. link the selected systems
4. record the initial incident event
5. kick off orchestration based on your selected systems and default providers

Status flow

RectifAI supports these core statuses:

• CREATED
• INVESTIGATING
• RESOLVED
• CLOSED

Status changes are important because they can fan out to:

• Jira Service Management
• chat providers
• paging providers

Whether those side effects occur depends on:

• the source of the change
• workspace settings
• connected providers

Incident ownership and roles

Each incident can have:

• a single owner
• zero or more named roles assigned to workspace members

Use ownership for clear operational accountability. Use roles for coordination responsibilities during the incident.

All role and ownership changes should be treated as part of the incident record.

Tasks

Tasks are the lightweight execution checklist inside an incident.

Use them for:

• mitigation actions
• validation steps
• communications tasks
• handoff items

Tasks can be added, completed, and removed during the incident.

Systems on an incident

Systems let you record which parts of the estate are affected.

This matters because systems drive:

• context for responders
• system ownership visibility
• paging targets
• chat group notifications
• later reporting by system

Post-incident workflow

Once the incident is stabilized, RectifAI supports a follow-up workflow:

1. analyse the incident
2. draft a problem record
3. create the Jira problem issue
4. create one or more action items

This helps turn incident response into structured follow-up work instead of losing the outcome in chat threads.