Incident Command Center (ICC)

Incident Command Center (ICC) is a platform that leverages OpsGenie’s native video conference tool (OpsGenie Hosted Bridge) to enhance incident response orchestration and collaboration with your teammates and/or other teams.

ICC is a unique interface featuring: video tools, activity stream updated in real-time, and a status update window to both view status updates and send new ones if the user has the right.

The Incident Command Center is available for the newest Enterprise plans and up. If you would like to test this feature please contact support with any questions.

Supported Browsers for Video Conference

Video conference requires recent versions of Chrome and Firefox, and Safari 11 or greater.

How to Use the Incident Command Center

You can add an OpsGenie Hosted Bridge to incidents by either selecting the related war room in the creation process of the incident (on incident templates, or during manual incident creation) or manually after the incident is created. To add the war room during the incident creation process, choose the desired war room from the ‘Conference Bridge’ field while creating the incident or the template.

When selecting a Conference Bridge, it must be a defined bridge under the Impacted Service. This means that users must first select an Impacted Service (which correlates to a Team) then the Conference Bridge drop-down menu will be populated to make a selection. If the Service selected has no Conference Bridge defined under the corresponding Team, you must first define a Conference Bridge via the Teams Dashboard.

If you have not selected any during the creation, you can also add an OpsGenie Hosted Bridge from the Incident Details page by clicking the orange Start OpsGenie Hosted Bridge button and selecting the related room or entering a new one.

Once an OpsGenie Hosted Bridge is added to an incident, either at the creation of the incident or manually after the incident creation, the war room would be accessible from the incident and the responder alerts of this incident. You can find the join button on the incident/responder alert details page, once you click on the incident/responder alert.

Please do not forget to allow pop-ups from your browser to be able to join the OpsGenie Hosted Bridge.

When you click on the OpsGenie Hosted Bridge button, you will be taken to the Incident Command Center. You will have the option to enable/disable your video and microphone before joining. To join the call, click on the Join Conference button represented with the green phone icon.

Once connected to the call, you will be able to see and talk with every user who joined. The other joined users would be shown in small rectangles which can be clicked and enlarged. You can enable/disable your video and microphone anytime during the call.

On the right-hand side, ICC has the sections which you can view the responder team and the users who joined the bridge. Next to these sections, there is the Activity Stream where you can follow the updates of who joined and left the room, who were invited in real time. Below that, there is the Status Updates section where the status updates about the incident is being shown.

Each responder team is represented by a color and the users have bullets next to their name with the color of the team that they are a member of. If there is at least one user from a responder team that joined the ICC, there will be a checkmark next to that team’s name.

You can dismiss a joined user from the conference session. A dismissed participant can rejoin the same session. To dismiss, click on the participant's name from the Joined section. Participant's details will show up, and you can then click on the Settings button to dismiss the participant:

If a user is a member of the Owner Team of the incident, by default, they have the right to send status updates to the Service Status Page right from the ICC by clicking on the ‘Update Status’ button and entering the related update message and description there.

The owner team of the incident has also the right to add responders through the ICC. To add a new responder to the incident, click the Add Responder button and enter the team/responder name.

By clicking on the Incident button available on the top bar of the ICC, you can view the list and the status of the Responder Alerts of the incident.

How to Configure an Incident Command Conference Room?

Conference rooms can be defined from the Team Dashboard. Each team can only use their own conference rooms for the incidents created for their services.

1- Navigate to the ‘Conference’ tab on the Team Dashboard
2- Click ‘Add Room’ button and enter the room name and its description if necessary.

Notifications

Whenever an incident is created, the associated conference room to that incident becomes available and the first person - either from the owner team or any other responder team - to click on the OpsGenie Hosted Bridge button would initiate the ICC session. Once the session is started, the users who were notified due to this incident (i.e. its responder alerts) would receive notifications for the ICC session start event. The responder users who are newly added to the incident after the session start event would also receive notifications when they are added. The notifications would be sent via email and push (mobile app). If a user does not have a mobile app contact registered, they would receive SMS notifications instead.

Sessions

Every user with the roles User, Admin, and Owner in OpsGenie can view the Incident Command Center page that’s available on the left-hand side menu. All of the sessions started and ended in each war room would be listed here. The sessions that are currently ongoing would be listed in the Live Sessions tab and the ended ones would be listed in the Past Sessions tab. If the user viewing the page has the right to join a live session listed in this page (i.e, belongs to the related team or is an Admin/Owner), they can directly join from this page as well.

From the Past Sessions tab, the data of the sessions can be found by clicking on a past session, including the joined users and teams, and incident details.

When an incident is closed or resolved, OpsGenie's Post Incident Analysis Reports can be accessed by clicking into the details of the closed/resolved incident. This report gives extra insight into the collaboration efforts of your teams. This feature has to be enabled for certain plans, so contact support with any questions.

ICC User Roles

During a conference, there may be a need to differentiate user roles; basically as Incident Commander and Conference Participant. Consider a scenario where Incident Commander holds the rights to manage participants and Service Status Page, and participants only attend and work on the incident resolution.

This kind of scenario can be achieved by defining Custom Roles. Custom roles can be defined to create ICC roles such as ICC Commander and ICC Participant. To create such Custom Roles, you can start with the basic User role, name the custom role as you would like to, and change permissions as shown below.

ICC Commander:
ICC Commander can be the role which has command, control and coordination permissions during an ICC session. In order to create an ICC Commander role, the users should be granted the following capabilities in addition to the basic ICC Participant permissions:

  • Ability to add Responders
  • Ability to update the Service Status Page
  • Ability to dismiss a participant

To create this role, navigate to the Users page and click the Add Role button in the Roles tab. Select the Base Role as User and enable ICC Dismiss Participant and Send Service Status Update rights.

ICC Participant:
ICC Participant can be the role which only has the permissions to attend and follow a conference session. Therefore, commander specific rights should be disabled for this role.

To create this role, navigate to the Users page and click the Add Role button in the Roles tab. Select the Base Role as User and disable Add Stakeholder and Add Responder rights.

Incident Command Center (ICC)