Work plans can be created by you to set the scope of the incident you are handling. This can be effective in a priority incident environment, where the rules surrounding say a critical issue (immediate response time, frequent updates to management, priority escalation process), can be different than a low priority incident (questions with a longer response time window). Being able to select this upfront can give a head start on the proper process to take and streamline resolution. Also, it can set the proper requirements up front for the work session (high priority issues may always require a dedicated channel).
If you create a work flow, you can have a series of steps or questions that are automated to start the process. For example, you could have a certain set of requirements that are involved with every incident that is handled. Did you call the customer? Did you mark the incident as acknowledged? Is the issue in progress? Do you have set timers for reminders on issues? This are all things that can be defined in the Work Plan to be answered and processed when RigD work is started.
For escalation processes, there may be certain requirements that need to be met: did you get the logs? Did you search the knowledge base? Have you notified management? Is there a change request involved? These are items that can be defined into a work flow
rigd start work
What are you working on? Incident
Which work plan would you like to use? None
You will be asked if you want a dedicated Slack Channel and then we’ll keep track of all the activity that goes on durring the session. After you can review a digest of all that activity and use it to build new automation.
Create a Work Plan
What is the name for this work plan?
The name will be converted to lower case, and best to avoid special characters
Do you want these work sessions to relate to a specific tool?
Leave this blank if you want to choose each time
Do you want to create a new channel for every Work or create a thread?
Is there a specific channel these Work sessions should relate to?
If you chose to use threads above and set this, they will open in this channel
Do you want to attempt to send an SMS message to the Owner if they away in Slack?
We send SMS using the phone number in users Slack profile.
How often do you want to make updates for these Work sessions?
You can leave blank to make manual updates or set the time each session.
Do you want to send reminders when a Work session has been unresolved but inactive?
You can leave blank if you dont want to get reminders.
Do you have a Resolve time service level objective(SLO) for these work sessions?
You can leave blank if you do not want to track Resolve times.
Do you want to automatically assign a Review to the Owner?
You can leave blank to assign the Review for each session.
Do you have a Review completion time target for these Work sessions?
You can leave blank if you do not want to track Review times.