Operations | Monitoring | ITSM | DevOps | Cloud

A customer escalation hit my queue when I was on the customer smoke jumpers team at an observability vendor. My team was the group that parachutes into Fortune 500 accounts one bad week from churning and usually after a big customer outage. The customer had filed a billing dispute three weeks earlier and their on-call engineers were stuck. They had our full stack: logs, metrics, traces, end-to-end instrumentation, every product we sold and some we didn’t. They could see the request came in.

Creating incidents often means filling out the same information over and over again. That’s why we’ve added Incident Templates – a faster way to create incidents using pre-configured settings. With templates, you can save commonly used incident details and apply them with a single click whenever you need them.