Adding Comment and Decision in Incident Management

Purpose:

This document provides a detailed guide on how to add comments and make decisions within the Incident Management tab in Logsign. It helps users collaborate effectively by recording key discussions, decisions, and updates in real-time as incidents are managed.

1. Introduction to Comments and Decisions in Incident Management

In Logsign’s Incident Management tab, users have the ability to:

• Add comments to updates, insights, or any relevant information.
• Record decisions to ask a question to admin/ creating a decision the rationale behind the steps taken or the resolution of the incident.

These features enhance collaboration and ensure that the incident handling process is well-documented for future reference or audit purposes.

2. Accessing the Incident Management Tab

Steps:

1. Login to Logsign:
   • Open your browser and log in to your Logsign account.
2. Navigate to Incident Management:
   • Select Incident. This will take you to a list of open or closed incidents.

3. Adding a Comment to an Incident

Steps to Add a Comment:

1. Open the Incident:
   • Select the incident for which you want to add a comment. This will open the incident’s detailed view.
2. Find the Comment Section:
3. Write a Comment:
   • Click on the Add Comment button or text box to begin typing.
   • Write your comment, providing any relevant details such as observations, updates, or instructions. (public or internal)
4. Post the Comment:
   • Once the comment is complete, click Send to publish the comment to the incident record.

Key Features:

• Timestamp: Every comment is automatically timestamped to track when it was added.
• User Attribution: The comment is tagged with the user’s name to track who made the entry.
• Editable: Comments can be edited or updated if there are changes or additional information to be included.

4. Recording a Decision

In the incident management process, decisions are critical in documenting why certain actions were taken. Logsign provides a Decision section where major decisions related to the incident can be logged.
In this section, a question can be asked to admin or creating a decision making.

Steps to Add a Decision:

1. Open the Incident:
   • Select the specific incident you are working on.
2. Navigate to the Decisions Section:
   • Locate the Decision section, typically below the comments or as a separate tab within the incident details.
3. Add Decision:
   • Click on Add Decision.
   • A box will appear where you can input the following:
     • Decision Description: Provide a brief, summary of the decision or detailed information.
     • Decision Owner: Responsible person to answer.
4. Save the Decision:
   • Once the decision has been fully documented, click Save.

5. Viewing and Managing Comments and Decisions

5.1. Viewing Comments:

• Comments can be viewed in chronological order within the incident details. Team members can refer to these comments to track the progress and changes made during the incident lifecycle.

5.2. Viewing Decisions:

• Decisions are listed under the Decision section and can be accessed at any time to review why specific actions were taken.

5.3. Editing or Deleting Comments and Decisions:

• Users with the appropriate permissions can edit or delete comments and decisions as needed. This ensures that the information is always accurate and up-to-date.