Platform components

BigPanda’s Automatic Incident Triage

Shorten, simplify and automate incident triage by adding actionable tags to incidents

IT incidents often lack critical business context necessary to conduct triage: factors like their relative severity based on business priorities, the services or customers they impact, their routing information and more. Without this information, valuable time is wasted tracking down relevant spreadsheets, runbooks and other sources of tribal knowledge, and then manually calculating business metrics to determine next steps.

The result: substantially longer incident management lifecycles and unacceptably long Mean Time to Resolve.

Automatic Incident Triage significantly simplifies and shortens triage by automatically adding actionable business context to incidents

Auto Incident Triage

BigPanda Automatic Incident Triage automates and shortens the triage phase of your incident management lifecycle.

First, it allows your IT Ops and NOC teams to create custom incident tags in BigPanda that capture business context and business metrics.

Then, it allows operators to automatically calculate values and populate them into these tags, using simple formulas. These tags and their values are presented alongside the incidents within BigPanda’s Incident 360 console, so teams can now easily and quickly conduct triage and decide what to do next.

Automatic Incident Triage also enables the automatic triggering of workflows both in BigPanda and in external collaboration tools based on tag values, allowing you to further streamline and shorten your incident management lifecycle.

Main features of BigPanda’s Automatic Incident Triage

Flexible Custom Tags

Flexible custom tags

To automate the incident triage process, BigPanda makes it easy to add business context and information to incidents using three types of custom tags:

  1. Simple numeric priority-type tags that allows you to subsequently populate them with the appropriate business priority.
  2. Free-form text tags that can be populated with any text string, such as a JIRA ticket URL or the name of a business unit, to make it easy to understand the context and take action
  3. Multi-value tags that allows you to add an array of text tags, which is convenient when you have multiple pieces of business context you need to surface to an incident responder (e.g.,multiple SLA levels and resolution times for each SLA)

Automatic tag population through formulas

Custom incident tags can be automatically populated with rich, business context through easy-to-use formulas and calculations. For example, to determine the responsible teams for an incident based on the affected services and the customer, teams can use a set of simple IF/THEN formulas alongside COUNT and UNIQUE functions to automatically calculate, and then incorporate the responsible team values into the incident. This eliminates manual processes and automates a substantial part of the incident triage phase.

Automatic Tag Population Through Formulas
Shared Visibility

Shared visibility

Once business context is added to an incident it is surfaced to incident responders right inside BigPanda’s Incident 360 Console, alongside the incident. IT Ops and NOC teams now have all the necessary information needed to rapidly conduct triage on the incident. Viewable in a single pane of glass, this dramatically boosts their productivity and efficiency.

Triggered workflows and sharing

Incidents enriched with business context can automatically trigger workflows to reduce the manual toil associated with incident triage.

Critical business information contained in custom incident tags be used to create role, group and domain-specific environments, and all relevant incidents can be grouped into those environments. These environments can then automatically trigger different workflows and processes. 

These automations shave critical minutes from the incident management lifecycle, further reducing MTTR and helping organizations reclaim FTE hours. 


Triggered Workflows

See how simple it is to add business context to incidents for faster triage, with Automatic Incident Triage

BigPanda’s Automatic Incident Triage provides IT Operations, NOC and DevOps teams with critical capabilities

Improved performance and availability for applications and services

Improved performance and availability for applications and services

By making critical business context and information automatically available within BigPanda’s Incident 360 console, teams can rapidly triage incidents, reducing MTTR and improving performance and availability of apps and services.

Improved productivity

Improved productivity

IT Ops, NOC and DevOps teams can handle higher volumes of actionable incidents on their own, without having to frequently escalate. When they do escalate, the additional business context makes it easy and faster to prioritize and route incidents to the right teams.

Reclaimed FTE Hours

Reclaimed FTE Hours

High-value L3 and DevOps teams can focus on strategic projects instead of responding to high-volume incident escalations.