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 serious 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.