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Yashraj Mungale edited this page Feb 22, 2021 · 10 revisions

Reporting and management of incidents in an organization is often a manual process ripe for some efficiency gains. Users rely on chat based messaging, e-mail and/or other ad-hoc channels to inform necessary parties about new incidents. Additionally, the information isn't easily audit-able for root cause analyses/postmortems due to transient or one-off nature of e-mail or chat based messaging systems.

The Incident Reporter bot in Microsoft Teams, helps you to easily and quickly respond to, report and document incidents which helps in dealing with an incident with alacrity. The key features of this bot include:

  • Automated collection of the time, date and location of every incident
  • Customizable incident reporting form based on your workplace needs
  • Incidents reports in specialists team which allows for quick collaboration and notification to the relevant stakeholders to track it to completion

Applicable scenarios:

Incident Reporter works really well for incident management and reporting scenarios where there is no formal solution available. It also works well to provide mobile-first urgent assistance.

Following are the features provided in Incident Reporter

An end-user interacting in Incident Reporter:

End user commands

  • New Incident: An End User will be able to report a new incident using New Incident Command. Once incident is submitted, user will be able to withdraw or edit the same incident.

Messaging extension for end users:

End users will be able to search and query user’ own reported incidents through the messaging extension (ME) in the personal scope This will be useful when the user wants to get details regarding a particular incident or escalate an active incident which was not acted upon within a given time-frame. It will have tabs for

  • Active: This tab will feature only those incidents whose status is not Closed/Withdrawn
  • Closed : This tab will feature only those incidents whose status is marked as Closed.

Messaging extension for Incident Support Professionals:

Incident Support Professionals will be able to search and query requests through the messaging extension (ME). It will have tabs for

  • Urgent: This tab will feature only those requests whose severity is Urgent
  • Assigned: This tab will feature all requests whose status is marked as Assigned.
  • Unassigned: This tab will feature all requests whose status is marked as Unassigned.

Incident Support team commands :

  • Expert List : Using this command, Incident Support Team will be able to see and manage on call experts list. Members who are a part of on-call experts list will be added to group chats for requests that have been escalated by end users.

Bot Commands

The supported BOT commands for the app are described in this section.

Bot Command Bot Response
New Request End user will be able to create a new incident request.
Expert List Members of the expert’s team will be able to manage the on-call experts list using the command “Expert List”.
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