Review and update a post incident report

  • Release version: Washingtondc
  • Updated April 9, 2024
  • 5 minutes to read

    • Review a post incident report (PIR) using the Post Incident Report tab. A PIR helps you review and understand the cause of the major incident and the actions taken by the teams to resolve the incident. This helps prevent the issue in the future.

    Before you begin

    The major incident must be in the Resolved state. For more information, see Resolve and close a major incident.

    Role required: major_incident_manager or admin

    About this task

    Reviewing the post incident report (PIR) also provides an opportunity to evaluate the incident response process and identify areas for improvement. The PIR can be reviewed and updated during the review process before it's shared with stakeholders.

    After you resolve a major incident, you must publish the PIR for the major incident and share it with the stakeholders within a specified time duration as defined in the SLA. You can configure the SLA by specifying the value in hours in the PIR publish hours (sn_sow_inc.pir.publish.hours) system property.

    The following events are captured in the timeline of the PIR:
    • Incident created
    • Incident proposed as major incident
    • Incident accepted as major incident
    • Incident resolved
    • Incident closed
    • Custom events
    • Incident task created
    • Incident task closed

    Procedure

    1. Open a major incident record that is in the Resolved state.
    2. Select the Post incident report tab.
    3. On the Incident Response Timing section, review the time duration for the following fields.
      Table 1. Incident Response Timing
      Field Description
      Time to identify Duration of time taken to identify an incident as major incident.
      The Time to identify field is displayed based on this calculation:
      Time to identify = (incident created time) - (incident proposed time)
      or 
      Time to identify = (incident created time) - (incident promoted time)
      Time to response Duration of time taken to respond to the proposed major incident.
      The Time to response field is displayed based on this calculation:
      Time to response = (incident proposed time) - (incident promoted time)
      Time to resolve Duration of time taken to resolve the major incident.
      The Time to resolve field is displayed based on this calculation:
      Time to resolve = (incident promoted time) - (incident resolved time)
    4. On the Contributors section, add users to help with creating and publishing the PIR.
      1. Select the Edit Co-contributors (Edit) icon to add users as contributors.
      2. In the Co-contributors field, enter users or user groups.
      3. Select the Save Co-contributors ( Save) icon to save the changes.
    5. On the Incident summary section, review the incident summary information and edit as needed.
      Note:

      By default, this section retrieves the incident summary information from the Overview tab. You can modify the values.

      1. Select the Edit report (Edit) icon to edit the incident summary field of this section.
      2. Edit the following information.
        • Summary
        • Impact
        • Resolution
      3. Select the Save report (Save) icon to save the changes.
    6. On the Timeline section, review the incident events timeline and edit as needed.
      1. Select the Edit Timeline (Edit) icon to edit the event timeline.
      2. Select the Add event option, enter the following information, and then select Add to add a new event to the timeline.
        Table 2. Add event
        Field Description
        Select date and time of the event Date and time of the event.
        Enter short description of the event Brief description of the event.
      3. Edit the event timeline with the following setting options.
        Table 3. Event timeline setting options
        Options Description
        Hide Select the Hide (Hide) icon to hide an event from the timeline.
        Show Select the Show (Show) icon to show a hidden event on the timeline.
        Edit Select the Edit (Edit) icon to edit the description or the date and time of an event. This option is available only for the events added using the Add event option.
        Delete Select the Delete (Delete) icon to delete an event from the event timeline. This option is available only for the events added using the Add event option.
        Order of events

        Option to set the chronological order of events. Possible options:

        • Ascending – The event that occurred first is placed at the top, and the event that occurred last is placed at the bottom.

        • Descending – The event that occurred last is placed at the top, and the event that occurred first is placed at the bottom.
        Event Grouping Option to enable the grouping of the events that occur within a specified time duration.
        Group events with--of each other Time duration that groups events if the events occur within this value.
        Visibility settings
        Show hidden events in edit view Option to show the events that are hidden when the Edit Timeline (Edit) icon is selected.
        Show manually events in edit view Option to show the events that are added manually when the Edit Timeline (Edit) icon is selected.
        Show time line events in edit view Option to show the timeline events when the Edit Timeline (Edit) icon is selected.
        Reset settings Select the Reset settings (Reset settings) icon to reset the settings back to the default settings.
      4. Select the Save settings (Save) icon to save the changes.
    7. On the Related records section, review the information of the records associated with the incident and update as needed.
      1. Select Edit.
        You’re redirected to the Related records section of the Details tab in the major incident record.
      2. On the Related records section, edit the following fields.
        Table 4. Related records
        Fields Description
        Parent incident Incident record that is associated as the parent to the incident record.
        Problem Problem record associated with the incident record.
        Change request Change request associated with the incident record.
        Caused by change Change request for which the incident is created.
      3. Select Save.
        The information is updated in the fields of the Related records section of the Post incident report tab.
    8. Select Preview.
      Note:
      This option is available only if the PIR SOW preview page (sn_sow_inc.pir_pdf_preview_sow_page) system property is set to true.
    9. Select Download.
      A pop window displays the post incident report export in progress. Once the export process is completed, a Download option appears on the pop-up window.
    10. Select Download.

    Result

    The post incident report is downloaded to your system in PDF format. You can send the PDF file to the required stakeholders.