Incident Management - Post Incident Reviews

[Kevin Nguyen]

I'm working on creating an Incident Management process. I noticed that there's a Post Incident Review queue in the IT Service Management project as well as various Incident Review templates in Confluence.

After an Incident Ticket has been created by the end-user and it's been serviced, is it better/best practice to have the Post Incident Review as an Issue/Request Type that is created and lives in the IT Service Management project under Post Incident Reviews Queue, or should this be created as a Confluence page?

Thanks!

[Dirk Ronsmans · Accepted solution]

Hi @Kevin Nguyen ,

PIR's (Post Incident Reviews and not to be confused with Post Implementation Reviews from the Change Management process) are actually a new part of the JSM template.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-post-incident-reviews/

Before that I would have thought it best to link a Confluence page but normally this new feature in the JSM project should handle it within the Incident ticket itself as a more integrated solution.

[Kevin Nguyen]

Awesome, thanks Dirk! That makes sense to me as well, keeping it all in the Service Management project.