'Responders' field

Celia Gallego

After adding the ‘responders’ field to the service request and the work type, on the incident creation screen the field appears with an exclamation mark and is greyed out, meaning it cannot be filled in; it is only possible to add the responders after the incident has been created. As the Slack channel (in our case, the enabled communication channel) is created automatically after the incident is created, the responders are not added to it (as the field was empty at the time of creation).

Is there any way to add the ‘responders’ field so that it can be populated at the time the incident is created?

For context, the space we are using was created using the IT Service Management template.

Christos Markoulatos -Relational-

Hi @Celia Gallego ,

No, the Responders field cannot be filled in on the create screen. The field is disabled by design and the icon says "The Responders field is not supported on this screen." It can only be set once the incident exists. These three options get you the same result.

1. Use Affected services with service responders (no automation)

Set responders on each service. When that service is picked as an affected service on the incident, its responders are added to the incident automatically.

2. Fill Responders with an automation rule right after creation

• Trigger: Work item created.
• Condition: Request type is your incident request type.
• Action: Edit work item, then More options, use Additional fields.

3. Check the Slack channel setting

• Go to Space settings, then Incident management.
• Under Communication preferences, select Slack, then Channel settings.
• Check that "Add all responders to the incident Slack channel" is on (it is by default).

With this on, the members of a responder team are added to the Slack channel when the team is added to the incident, so an empty field at creation is not a problem.

Sources:

• Add and manage incident responders
• Automate responder field updates in Jira Cloud for incident management
• Automatically add responder teams to incident chat channels