Shift handover report

The NOC shift's open incidents handed over in one note

TelecomOperationsDocumentation

ServiceNow, Slack, Splunk

How a run goes

The steps this agent takes, in order, and what each one leaves behind.

Reads the incident queue, the change calendar and the shift log

Compiles the outgoing shift's open incidents, planned works and watch items into the handover note

Drafts the handover in the fixed layout

Adds the status of every incident since the last update and the next action each one waits on

Delivers it to the shift channel at the changeover

Sends the note to the incoming shift before the changeover

Works in

ServiceNow, Slack, Splunk

What it does

Compiles the outgoing shift's open incidents, planned works and watch items into the handover note
Adds the status of every incident since the last update and the next action each one waits on
Sends the note to the incoming shift before the changeover

Open, correlate, and resolve incidents and requests.

Post briefs and alerts to the right channels.

Need it to work differently?

Every agent can be changed: the steps it takes, the systems it uses and who approves what.