Incident triage with SLAs, escalation, and post-incident review
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As a IT Support Agent, I want to triage incidents with SLAs and escalation rules and capture post-incident reviews, so that service reliability improves and response times are measured.
As a IT Support Agent
I want triage incidents with SLAs and escalation rules and capture post-incident reviews
So that service reliability improves and response times are measured
Capability tags
Required features
Acceptance criteria
- Incidents are categorized and assigned priority with SLA timers.
- Escalations trigger when SLA thresholds are at risk.
- Post-incident reviews capture root cause and action items.
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