Incident Command Center (ICC)

The Incident Command Center (ICC) is a platform that leverages Opsgenie’s native video conference tool (Opsgenie Hosted Bridge) to enhance Service-Aware Incident Management and collaboration with teammates and/or other teams.

ICC is a unique interface featuring: video tools, chat capabilities, activity stream updated in real-time, and windows for milestones, stakeholder updates, and responder alerts, to both view information and send new updates if the user has the right.

Service-Aware Incident Management is available for the newest Enterprise Plan.

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

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 is populated to make a selection. If the Service selected has no Conference Bridge defined under the corresponding Team, first define a Conference Bridge via the Teams Dashboard.

If during the creation an Opsgenie Hosted Bridge was not set up, add an Opsgenie Hosted Bridge from the Incident Details page by clicking 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 is accessible from the incident and the responder alerts of this incident. Click the Join button from the Alert list.

You can also join an ICC session on your mobile application:

Please do not forget to allow pop-ups to be able to join a Opsgenie Hosted Bridge.

Click on the Opsgenie Hosted Bridge button to enter the Incident Command Center. Prior to joining, the option to enable/disable video and microphone is provided. Click Join Conference represented with the green phone icon to join the call.

See, talk, and send chat messages with every user joined on the call. The other joined users are shown in small rectangles which can be clicked and enlarged. Enable/disable video and microphone anytime during the call, and leave the call, via the buttons on the left side of the video window.

On the left-hand side, the ICC has the sections to view the responder team and the users who joined the bridge. Next to these sections are the Chat and Activity Stream windows (indicated by tabs) to chat with other responders, follow the updates of who joined and left the room, and who was invited in real time.

ICC interface on mobile

ICC interface on mobile

Currently, the participant limit for an ICC session is 50 users.

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.

To dismiss a user from the session, click on the participant's name from the Joined section. The participant's details appear. Click on the Settings button to dismiss the participant. A dismissed participant can rejoin the same session.

Features

Built-in Chat

In the same window featuring the Activity Stream, send messages to the other users in the ICC Room.

Some third-party browser extensions may conflict with the new Chat feature, such as Grammarly, an English-language and grammar writing-enhancement extension. For troubleshooting, disable the tool to see if the chat function then works normally.

The Activity Stream provides details on the actions taken by participants in the war room.

Screen Sharing

Screen sharing feature allows you to increase efficiency of collaboration during an incident. To share a screen in a session, click the icon on the left side of window. Screen sharing will start automatically on Firefox. For Chrome, you need to download extension developed by Opsgenie. Click the pop-up to download extension. If it does not appear, you can use this link.

You can also switch to full screen during an ICC session by clicking "Open full screen mode" icon on the left side of window.

Currently, screen sharing feature is only supported by Firefox and Chrome.

Incident Timeline

The timeline records the unfolding history of an incident, from start to finish. It updates in real time with different events, including stakeholder updates, changes to associated alerts and edits to the incident itself. You can also post entries manually to keep a record of what you did during the incident.

Stakeholder Updates (previously Status Updates)

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. Click the ‘Stakeholder Updates’ tab, then ‘Add New Status Update” and enter the related update message and description.

View the updates added in the bottom window via the Stakeholder Updates tab.

Adding Responders

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

How to Configure an Incident Command Conference Room

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

1- Navigate to the ‘Conference’ page on the Team Dashboard
2- Click ‘Add Room’ 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 initiates the ICC session. Once the session is started, the users notified of this incident (i.e. its responder alerts) 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

ICC past sessions can be found on Analytics page.

From the Past Sessions tab, Click on a past session, including the joined users and teams, and incident details to see the corresponding data.

When an incident is closed or resolved, Opsgenie's Post Incident Analysis Reports are 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.

Incident Command Center (ICC)


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