Post-Incident Reviews

A post-incident review is a structured evaluation process conducted after an incident or crisis to analyze what happened, why it happened, and how to prevent recurrence. Post-incident reviews are a valuable tool for learning from mistakes, improving response procedures, and enhancing overall resilience in the face of future challenges. No matter how large or small an incident is, creating a post-incident review has significant long-term benefits for your organization. When related, aggregated, or compared with other Jeli post-incident reviews, incidents can reveal compelling organizational patterns and insights.

📘

Availability

• Accounts on the Enterprise for Incident Management pricing plan can create unlimited Jeli post-incident reviews.
• Accounts on Professional and Business pricing plans can create up to 300 post-incident reviews per year. This is a rolling 365-day window. Review the number of post-incident reviews you have created in the past year using the date filters on the Post-Incident Review list in the Jeli web app.

Contact the Sales Team to upgrade to a plan featuring Jeli post-incident reviews.

📘

Prerequisite

Before creating a post-incident review in Jeli, install the Slack | PagerDuty integration.

Select Post-Incident Reviews in the Jeli web app to see a list of post-incident reviews. Click a post-incident review's name to see its detailed overview.

Search Post-Incident Reviews

Use the search bar above the Post-Incident Review list to search for post-incident reviews by name or summary.

Filter the Post-Incident Review List

You can add filters to your search, such as who participated in the post-incident review and which teams or services were involved. Filtering the post-incident review list can answer questions such as:

• How frequently was a particular service involved in incidents over the last quarter?
• Were key members of your front-end engineering team involved in incidents when they were not on call?
• Which post-incident reviews should be analyzed further, based on the size and impact of the event?

To filter and explore your incident data from the Post-Incident Review list:

1. In the Jeli web app, select Post-Incident Reviews from the left menu.
2. Click + Add filter.
3. Choose the parameter you want to filter on (e.g., Tags or Key role).
4. Choose the values you want to match against.
   • Selecting multiple values applies the filter using the OR operator.
   • Bulk select or unselect tags from the filtering options by clicking the checkbox next to the desired tag type.
5. Click to chain additional filters together using an AND operator.

Filter by Duration

You can filter by the following duration measurements, calculated based on a post-incident review's event markers:

• Total incident duration: The total time from incident start to end.
• Diagnosis marker duration: The total time of all Diagnosis markers.
• Repair marker duration: The total time of all Repair markers.
• Detection marker duration: The total time of all Detection markers.

These measurements support more detailed questions across your incident data, such as:

• Which incidents have taken the longest to diagnose, and which services were involved?
• How has time spent diagnosing and repairing issues changed over time? Which services are trending up or down?

Share Post-Incident Reviews

Once you have applied your desired filters, share the results by copying the Post-Incident Review page URL. Others who open the link see the same filters applied to current post-incident reviews in their view.

For example, the following is a pre-set filter you can view in the Jeli web app. If prompted, log in to your Jeli account first.

Which incidents do not have a primary investigator assigned?

Document Key Takeaways

During the course of an investigation, themes are expected to grow and change as you learn more and answer newly surfaced questions. Takeaways provide a place to record themes that surfaced throughout the investigation, distill them as you prepare for the learning review, and capture them once they have been discussed in the meeting.

1. In the Jeli web app, navigate to Post-Incident Reviews and select your desired post-incident review.
2. Select the Takeaways tab and click the text field to begin editing.
3. When you are finished making updates, click Save.

The Takeaways field supports Markdown and templates, which help ensure information is recorded in a standardized way.

📘

Topics of Interest

Consider the following topics while conducting an investigation:

• What surprised you?
• What do you think others should know more about?
• What qualities does this incident share with other incidents?

👍

Further Reading

Read Jeli's Howie: The Post-Incident Guide for a more detailed breakdown of incident analysis.

Import Slack Data

Importing Slack channel data into Jeli brings more context into your timelines and helps you prepare for your incident reviews. You can import data to create a new post-incident review or add the data to an existing post-incident review. You can also choose to import the entire channel or only data from a specific time span.

Post-Incident Review Access Roles

Jeli allows you to control who can view, edit, delete, and manage access for every post-incident review. You can assign this access in Slack before any data is imported into Jeli, and then manage it through the web app after import.

The following roles are available for individuals, or as a default level of access for a post-incident review:

• Users with No Access to a post-incident review do not see it in the Jeli app homepage or in the Learning Center.
• You can assign multiple users the Owner role. Every post-incident review in Jeli must have at least one Owner.
• Owners can change their own role, but must grant another user ownership before changing their own access level.

📘

Admin Access

Admins for your organization automatically inherit Owner-level access to every post-incident review in Jeli. View your list of admins in your settings page.

Manage Access Roles

Configure Access in Slack

When closing a Jeli incident with the /jeli close command, or creating a new post-incident review via /jeli import, Jeli prompts you to specify a Post-Incident Review Owner and a default level of access.

Configure Access in the Jeli Web App

⚠️

Required User Permissions

Account admins or Post-Incident Review Owners can manage a post-incident review's access roles in the web app.

You can manually set roles for existing post-incident reviews in the web app, including adding or removing roles for specific users and setting the default access role for all other users.

To view a post-incident review's current access roles:

1. Navigate to your desired post-incident review.
2. Select Access from the left-hand sidebar.

This page shows the list of users granted specific roles for the post-incident review. Below the user list, you can see the default access role given to all remaining users. To change this, select the current role dropdown and choose the desired role.

To assign a user a specific access role:

1. Enter the user's name in the search box to find them. You can enter multiple users to give them the same role.
2. Select the desired role for the user or users from the dropdown.
3. Click Add to add the user or users to the post-incident review.

To edit or remove a user's access role:

1. Select the dropdown next to the desired user. Choose the new role, or select Remove Access to remove the user's current role.

Private Post-Incident Reviews

When closing a private incident and creating a post-incident review for it, only users who were members of the private channel can be added as Post-Incident Review Owners. After creating the post-incident review, an Owner can grant access to additional users via the Jeli web app.