Incident Handoffs
Hand off active incidents between team members across shifts.
Incident Handoffs
Agency Plan Feature
When your team works across time zones or shifts, incident handoffs ensure nothing falls through the cracks.
How It Works
- When an incident is active (e.g., site downtime), the assigned team member can create a handoff
- Write handoff notes summarising:
- What happened
- What's been done so far
- What still needs attention
- Assign to the next team member
- They receive a notification and can acknowledge the handoff
Handoff Notes Include
- Incident context (which site, what alert triggered)
- Timeline of actions taken
- Priority level
- Shift summary
Best Practices
- Always include what you've already tried
- Note any external contacts or vendors involved
- Set the priority level accurately
- Acknowledge handoffs promptly