Hi Community! The Incident Command Center (ICC) is now in Open Beta! We’re rolling it out to all Service Collection Premium & Enterprise plan customers throughout October.
In 2026 incident response is still too manual and time consuming. Responders spend the most important minutes looking for context instead of fixing the problem. They jump between chat, monitoring dashboards, runbooks, Jira, and payloads of alert data, trying to understand what broke, why, and who can help, while the clock ticks and MTTR soars.
Incident Command Center is the AI-native incident experience in Jira Service Management, and it brings rich context to responders. Whether an incident starts from a monitoring alert, an automation rule, or a responder raising it manually, ICC pulls related alerts, past incidents, recent deployments and changes, and data from your observability tools (DataDog, Dynatrace, Splunk, and more) into one view. Your team can pinpoint the likely cause and start resolving right away.
The Atlassian Teamwork Graph is what makes this possible. Alerting tools tell you something is wrong. ICC tells you why, what changed, who owns the affected service, and how your team fixed it last time. That's because Teamwork Graph connects the services, runbooks, signals, and people across your Dev and Ops teams. Rovo then suggests next steps so responders can investigate and resolve incidents faster.
Watch this demo video to see ICC in action:
Overview tab: Immediately understand what’s happening
The Overview tab provides an AI-generated snapshot of the incident: what’s happening, the current impact, and what to do next. The Key Moments Timeline highlights critical events so users who join the incident later can catch up quickly without interrupting the team. Suggested Next Steps recommends the most relevant action at each stage and explains why, based on the important context of the incident.
Investigation tab: Pinpoint root cause analysis efficiently
The Investigation tab accelerates root cause analysis by surfacing key findings and identifying the most likely cause of an incident, with evidence to support the recommendation. Powered by Atlassian’s Teamwork Graph, it unifies enterprise context, service topology, operational telemetry, and DevOps change intelligence, including MCP-enabled tools, to show what’s happening, where the problem started, and which change may have triggered it.
Mitigation tab: Begin resolution sooner
The Mitigation tab turns investigation findings into action. Powered by Rovo, it recommends a mitigation plan based on the selected hypothesis during incident investigation, and the important context of your organizations documentation, prior incidents, associated alerts, and knowledge base articles, so responders can begin resolution sooner. The result is a confident starting point, lower MTTR, and support for your team’s judgment, not a replacement for it.
Communications tab: Keep stakeholders informed automatically
The Communications tab keeps incident stakeholders informed with clear, consistent updates throughout the incident, so responders can focus on resolution. Rovo recommends a communications plan based on severity, impact, affected services, and incident state, and then drafts audience-appropriate messaging for review. Once reviewed, responders can send detailed context-rich updates via email or Statuspage in two clicks. A complete history shows what was sent, to whom, and when, simplifying handoffs, preventing duplicate or conflicting updates, and providing an audit trail for reviews and post-incident learning.
Post Incident Reviews (PIR) tab: Save time and educate
When an incident is resolved, Rovo automatically drafts a complete PIR from first alert to resolution, including the the timeline, comms log, investigation findings, and mitigation steps. Publish the PIR directly as a Confluence page so learnings from the incident can be shared and discussed across your organization to help reduce the likelihood of similar incidents recurring.
Join the ICC Open Beta today!
- Navigate to Space settings → Operations → Incident management.
- Turn on the Incident Command Center toggle.
- ICC will then be available for all incidents created in that space.
After you enable ICC, you can navigate to Settings → Operations → Incident management and connect your tools for richer context.
We’re actively iterating on the Incident Command Center and would love your feedback on:
- The quality and relevance of the context provided across the Overview, Investigation, Mitigation, Communications and PIR tabs
- What data sources would you like to see represented in ICC?
- Did the ICC help your team pinpoint root cause and resolve an incident faster?
As you explore Incident Command Center, let us know what’s working well and what could be better. You can leave a comment below or [Share your feedback] here.
