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How Workato Helps Remote Teams Rapidly Resolve Incidents

Apr 28, 2020 9:15:00 AM

2020 Blogposts_Workato

It's 2 AM. You just pushed out a major release, and then it happens. You're alerted to an Urgent bug. Lights start flashing, the sirens are blaring, and in the distance, someone yells, "Get the president on the line!"

Ok, so maybe it doesn't happen like it does in the movies, but that doesn't mean you can't have any bells and whistles.

WFH Incident Management 

When dealing with escalated issues, a swift response is absolutely critical – any delays in addressing an issue can severely impact a company, whether in time, satisfaction, or revenue lost. As such, many companies are quick to set up at least basic alerting through Jira in an attempt to rally the troops as quickly as possible. While relying on notifications from Jira may be enough to mostly get the job done, though, you're still risking some immediacy of response, as many people don't check emails the moment they're received (and some may even filter them directly to junk if the instance is too noisy).

A two-pronged approach is often needed in these situations, with town-criers tasked with alerting others on apps like Slack as well. This approach does work better, but it still relies on a human component, which again, introduces risk. Mitigating these risks is especially important now that most teams are fully remote due to COVID-19, preventing any quick updates over the cubicle wall. Automation can remove these risks while also alerting others as quickly as possible.

Enter Workato.

 

Mitigating Risk With Workato

Workato is a middleware tool dedicated to making APIs and automation more approachable to the Everyman. It’s also a powerful teammate in the ever-raging battle against mission-critical issues.

To best illustrate this, consider the following use case:

You have a team of internal stakeholders who need to be notified immediately for every Urgent or Critical issue entered into Jira. While the teams that work on the issue need immediate notification,  which team that is is notified will differ by product. You use Slack internally, so notifications typically happen there.

Workato can help accomplish this.

The recipe needs to be built to trigger conditionally based on priority, as identified above. From there, you also know that you'll want to push to Slack, and that which group receives alerts will differ differ based on values selected.

BONUS TIP: If your teams use Zoom, you can even leverage Slack's integration to have a Zoom meeting available when you need it, without having to spin one up yourself.

Expanding on the use case above, if you want Critical issues to notify in Slack and set up a war room in Zoom, have Workato send the command /zoom meeting [ISSUE ID - ISSUE SUMMARY] and wait for the fireworks. Once your recipe is built out and thoroughly tested, you can sit back and relax – at least until the next Urgent issue comes in. Automation will take care of the rest.

 

By letting Workato take the wheel, you can remove a lot of the risk from addressing escalated issues — and get to enjoy some of the bells and whistles, too.

Written by Courtney Pool

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