Automated Incident Creation is a workflow where a system event, such as an incoming phone call or a monitoring alert, automatically triggers the opening of a new incident. This ensures that the resolution process begins the moment a problem is detected, without requiring a human to manually "open a ticket." For voice calls, this includes capturing the caller ID, duration, and any associated recordings.
Key Benefits of Automation
- Elimination of Human Error: Ensures that no reported issue is forgotten or lost in a "mental note."
- Faster Response Times: The clock starts ticking on MTTR the moment the call or voicemail is finalized, not when the engineer gets around to writing it down.
- Data Richness: Automatically attaches metadata (like which IVR option was selected) to the incident for better root cause analysis.
The All Quiet Bridge
All Quiet's "Call-to-Incident" automation ensures that your incident response workspace is always the source of truth. The second an incoming live call is ended, a new incident is created. You can automatically forward it to collaboration tools like Slack or auto-resolve it if the call was attended by one of your on-call team members. If the call is ended with a voicemail, it triggers your standard escalation policy, so your team is notified that a customer or stakeholder is attempting to reach them.
