Response plays let you create packages of incident actions that can be applied at any time to an incident with just a single button click, that can be immediately applied to all new incidents created on a service, or that can be automatically applied to an incident disrupting a business service. This enables you to take a complex activity, like assembling a response team of multiple on-calls and an incident commander, and make it available to anyone that needs to use it. Grouping up these actions into a reusable play has several benefits:
- Turn documented processes into executable objects.
- Reduce the opportunity for errors and mistakes while following incident response processes.
- Drastically cut down on the time taken to execute incident response processes.
The current set of actions that can be a part of a response play include:
- Mobilize a Response (Notify responders other than the assignee to help resolve the incident.)
- Engage Stakeholders (Subscribe people who are not directly involved with resolving the incident to receive status updates.)
- Publish Status Updates (Send a prepared status update to all subscribers attached to the incident, to keep them aware of the incident’s progress.)
- Add a Response Bridge (View the response bridge details on the incident details page.)
A response play can be used directly by on-call engineers during triage when they determine something they’ve been paged for is bigger than expected. A service can also be configured to run a response play automatically whenever an incident opens on that service.
Required User Permissions
Manager, Global Admin or Account Owner base roles can create response plays.
To check what role you have, or if you need your permissions adjusted, please visit our section on Changing User Roles.
You can create a new response play by going to Configuration Response Plays. You can now create a new response play by clicking on the New Response Play button.
You can also view/edit/delete any of your previously created response plays.
You may also want to use a custom responder message - this allows you to specify a conference bridge or Slack channel where the response will be taking place.
You can add phone numbers and/or URLs in the message to responders. Here’s how:
Under the Notify responders… option, select Send a custom message to responders.
Phone numbers should be formatted like 234-567-8912,,,,1234#, where a comma (,) represents a one-second wait and pound (#) completes access code input.
Responders will be able to tap on the phone number and/or video call URL directly from the SMS they receive.
Here are phone number formats that will work:
+1 (234) 567-8912
1 (234) 567-8912
You can automatically include meeting details for a response bridge in the incident details. This will make the meeting details available to responders looking at the incident in the mobile app or in the web app. Note: to send meeting details in the request to responders itself, you must also include it directly in the custom message to responders.
Select the Share conference bridge information with responders option to enter the meeting details:
You have the option of associating a response play to a team. At the moment only one team can be assigned to a response play. The team determines when the play will be shown in the Run a Play listing dropdown.
In the visibility setting, you have the following options:
- No one can run this play on demand: This ensures that the play will not be suggested to responders when looking at an incident. This is useful for plays attached to services that automatically trigger incidents.
- All incident responders: This play will be shown to all responders, regardless of what team they are on.
- Incident responders on a specific team (only available if the play is associated with a team): The play will be shown on an incident's Run a Play listing, but only when the active user is a member of the play's team.
From the Incident details page, you can Run a Play from the button bar of the incident. You can select any play from the list.
A confirmation box will pop up to confirm your selection for running the play.
If you added responders to a play, your responders will have the ability to Accept or Decline your request.
You can run a response play whenever an incident is created on a service. Choose the service and click Edit Service. Once on the edit screen, you can choose or clear the response play that will be used for new incidents on the chosen service.
Open an incident and click More
Tap Run a Play
Confirm that you want to Run the play