Definitions of incident And committed incident resolution time.

Miles Mai

 

Is the definition of event severity defined by the Atlassian manufacturer or by ourselves?

If it is defined by the manufacturer, do you have any relevant documents?

And I want to ask committed incident resolution time is what?

please provide! Many thanks!

Tomislav Tobijas

Hi @Miles Mai ,

Would you mind sharing what this image you've attached is related to?

Generally speaking, Atlassian defines an incident as "An unplanned interruption to a service or reduction in the service quality."
However, it's up to each individual company/organization to state what actual interruption would be for their particular processes.

When it comes to incident severity, this is again something you, as a company, define. There is major incidents feature when looking at Jira Service Management (JSM). As per official documentation:

Major incidents are incidents that cause significant disruption to everyday business operations, and usually demand an urgent, high-priority (sometimes all-hands) response. What is or isn’t a major incident should be defined and agreed upon based on your own particular situation...

The same would apply to incidents and the severity of each incident. Usually, there are internal policies that define levels of severity or priority when it comes to customer requests. And that's usually based on the actual impact of the submitted request/report.

Also, committed incident resolution time would most correlate with SLAs (service level agreements) in JSM. Again, these metrics and goals are usually defined per project and are based on signed contracts that you have with end clients/customers.

Here are some additional official docs:

• What are incidents?
• How incident management works in Jira Service Management

Hope this helps.

Cheers,
Tom