Smart Ticketing

Posts about output from BP to ITSM tools for the IT Service Desk.

Get everyone on the same page… literally

By |2018-04-17T18:31:53+00:00February 2nd, 2015|Blog|

Whether we practice more traditional operations processes with a 24x7 NOC and well-documented processes, or we’re embracing DevOps-styles with cross-functional teams and highly iterative methodologies, one problem we all face is the growing disconnect between our monitoring systems, the alerts they fire off, and the processes we’re using to handle operational issues. We log incidents in a ticket, but are the folks working on that ticket aware of the real-time status of the underlying incident? 

How a Culture of Sharing Transforms IT Incident Management

By |2018-04-17T18:32:00+00:00January 22nd, 2015|Blog|

Earlier this month at BigPanda we released our new Sharing feature, which allows NOC teams to quickly share active and critical incidents with the right teams and subject-matter experts. BigPanda already helps NOC teams today by giving them instant visibility into incoming related alerts so that they don’t have to sift through dozens of emails and web pages with every outage or disruption. They can also attach playbooks and timeseries graphs directly to BigPanda, which means no more navigating around, combing through bookmarks, trying to find the right wiki page for that memory issue, or the right Graphite link for that misbehaving database host.

Announcing BigPanda Incident Sharing

By |2018-04-17T18:32:44+00:00January 8th, 2015|Blog|

We're excited to announce the release of a major new feature in BigPanda called Sharing! As you know BigPanda intelligently clusters your noisy alerts into high-level incidents. With our new Sharing feature, it's now easy to notify and collaborate with anyone on your team about critical incidents.

Stop Managing Ops Incidents with Jira or Zendesk

By |2018-04-17T18:35:54+00:00May 2nd, 2014|Blog|

In many ways, incident management for devops is similar to typical issue tracking processes: it facilitates coordination and collaboration of daily tasks. For this reason, tools such as Jira, Zendesk, and even email are often used as solutions for incident management. But incident management faces one unique challenge that makes it different from other issue tracking processes. In addition to human-operated workflows, incident management also relies heavily on machine-driven workflows. Unfortunately, traditional issue trackers and ticketing systems cannot accommodate for this with their current product mechanics.