Mattermost Incident Collaboration

Resolve incidents faster with Mattermost Incident Collaboration

Mattermost is purpose-built as a communication command center to help DevOps teams orchestrate time-sensitive incident collaboration workflows. Incident Collaboration includes best-practices playbooks, developer tool integrations (such as Jira and Opsgenie), and incident lifecycle management.

Incident Collaboration
Incident management command center

Your DevOps command center

Incidents, such as service outages or cyberattacks, often require a collaborative response that involves multiple teams—as well as layers of stakeholders. These are time-sensitive events and could cost thousands of dollars for every minute they remain unresolved. Security incidents that are not immediately resolved jeopardize customer trust. Our customers want to use playbook automation and team communication to reduce resolution time, then extract and codify learnings to drive improved outcomes in the future.

Incident management layers

Incident Collaboration

With Incident Collaboration, DevOps teams can configure a prebuilt best-practices incident playbook or create a custom playbook based on company policies. Users can declare incidents, be guided by the playbook to complete tasks organized in stages, track incident progress, and resolve incidents. Mattermost enables DevOps teams to collaborate throughout the incident lifecycle, from triage and investigation to resolution and retrospectives.

Playbooks help orchestrate incidents across tools

Incident management playbooks
A prescriptive playbook

A prescriptive, out-of-the-box incident response playbook template captures a checklist of best-practice tasks to orchestrate DevOps incidents across multiple tools (Jira, Opsgenie, etc.) and individuals.

Workflow customization

Customize the out-of-the-box incident response playbook with a custom workflow comprised of any number of tasks organized into stages. Create templates that outline procedures and guide your team through each type of incident. Reduce the risk of forgetting ad-hoc steps or relying on tribal knowledge, and save time by streamlining setup.

Task creation

Configure each task in the playbook with prebuilt slash commands that can perform any automated task. Get more value out of existing integrations, save time by executing automated tasks such as find out who is on call, collect data log files, or start a bridge call.

Access management

Manage playbook access to specific team members. Protect potentially sensitive information.

Incident collaboration with DevOps

Incident collaboration built with DevOps flexibility

Incident declaration

Declare a new incident using an available playbook that guides your extended team to collaborate around the incident. Save time for responders from manual work and reduces chance of error from ad-hoc setup.

Automated communication channel

Automatically create a new incident channel upon incident declaration. The channel can later be archived upon incident resolution.

Invite stakeholders

Invite stakeholders to the incident channel and enable stakeholders to understand the state and status of the incident and how they can contribute at a glance.

Incident lifecycle management

Track completion status of tasks in the checklist, move an incident through its different stages, and resolve an incident.

User & role management

Assign an individual user as the incident commander and assign an individual to each task. Create accountability and transparency.

Incident shortlist

View a list of ongoing incidents and incidents that link to a specific message channel. Save time finding the most important channels.

Streamline post-mortem analysis with incident review

Incident management review
Incident dashboard

Review a list of all resolved and ongoing incidents.

Incident logs

Filter and sort incidents by key metadata. Keep documentation of prior incidents for reference.

Incident replay

Replay an incident with timestamps of checklist task completion. Identify process bottlenecks for improvement.

Incident export

Export an incident channel transcript as a CSV file for further analysis and retrospective. Keep an external record for compliance.

Incident APIs

Trigger incident responses and integrate with your own toolchain and business logic. For example, set a PagerDuty webhook trigger to start an incident with a specific playbook, or mark a task as completed when a script has successfully finished. Get more value from existing tools and save time with automation.

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