|
| 1 | +--- |
| 2 | +title: Incident Follow-ups |
| 3 | +description: Manage follow-up tasks defined during your incident response process. |
| 4 | +private: true |
| 5 | +further_reading: |
| 6 | +- link: "/service_management/incident_management/incident_settings" |
| 7 | + tag: "Documentation" |
| 8 | + text: "Incident Settings" |
| 9 | +--- |
| 10 | + |
| 11 | +## Overview |
| 12 | + |
| 13 | +Incident follow-ups are tasks to be performed following an incident's resolution. Follow-ups are usually work items intended to improve the reliability of your systems or the effectiveness of your incident response process. |
| 14 | + |
| 15 | +You can use Datadog Incident Management to define, manage, and track follow-up tasks for your incidents. |
| 16 | + |
| 17 | +## Create and manage follow-ups |
| 18 | + |
| 19 | +You can define and modify incident follow-ups at any point during an incident. To manage an incident's follow-ups: |
| 20 | + |
| 21 | +**From the Web app**: Go to the incident's **Remediation** tab to manage its follow-ups. |
| 22 | + |
| 23 | +**From Slack**: In the incident channel, run `/datadog followup` to create a follow-up or `/datadog followup list` to manage existing follow-ups. |
| 24 | + |
| 25 | +## Export follow-ups |
| 26 | + |
| 27 | +You can use Incident Management to export your follow-ups to either [Case Management][2] or Jira. |
| 28 | + |
| 29 | +To export follow-ups, you must first go to "Follow-ups" in [Incident Management settings][1] and define an **export template**. An export templates describes one way that Datadog can export and sync a follow-up. |
| 30 | + |
| 31 | +Two types of export templates are supported: **Case Management** and **Jira**. |
| 32 | + |
| 33 | +When defining a template of either type, you can configure how Datadog should set the fields on the resulting Datadog case or the Jira issue, using variables provided by the follow-up and its incident. For example: |
| 34 | + |
| 35 | +* `{{ title }}` represents the incident's title |
| 36 | +* `{{ severity }}` represents the incident's severity |
| 37 | +* `{{ follow_up_description }}` represents the follow-up's description |
| 38 | +* `{{ follow_up_due_date }}` represents the follow-ups due date |
| 39 | + |
| 40 | +You can also define how status is mapped on each side. Follow-ups have two statuses: **Open** and **Done**. |
| 41 | + |
| 42 | +After defining an export template, you can configure Incident Management to automatically export all follow-ups using the template. |
| 43 | + |
| 44 | +### Case Management exports |
| 45 | + |
| 46 | +When you export your follow-ups to [Case Management][2], you can manage, track, and analyze your follow-ups directly in Datadog. For example, you can: |
| 47 | + |
| 48 | +* View all of the open follow-up cases assigned to a particular user in Datadog |
| 49 | +* Create a Datadog dashboard that shows follow-up cases by team |
| 50 | +* Automatically sync these cases to any external application with which Case Management integrates, including Jira and ServiceNow |
| 51 | + |
| 52 | +When Datadog exports an incident follow-up to Case Management, it creates a case for the follow-up in the project you selected in the export template. |
| 53 | + |
| 54 | +**Status syncing:** Datadog syncs the status between the follow-up and the case **in both directions**, following the mapping you defined in the export template. |
| 55 | + |
| 56 | +**Assignee syncing:** Datadog syncs the assignee between the follow-up and the case **in both directions**. Because a case can have only one assignee, only the first assignee of the follow-up is added to it. |
| 57 | + |
| 58 | + |
| 59 | +### Jira exports |
| 60 | + |
| 61 | +To export follow-ups to Jira, you must first install the Jira integration through the [Jira Integration tile][3]. For more information, see the [Jira integration][4] documentation. |
| 62 | + |
| 63 | + |
| 64 | +When Datadog exports an incident follow-up to Jira, it creates a Jira issue for the follow-up in the project you selected in the export template. |
| 65 | + |
| 66 | +**Status syncing:** When you close or open a incident follow-up, Datadog automatically syncs the status of connected Jira issue based on the mapping you defined in the export template. **This is a one-way sync.** |
| 67 | + |
| 68 | +Organizations that need two-way sync should export to a Case Management project that is configured for two-way sync with a Jira project. |
| 69 | + |
| 70 | +## Further reading |
| 71 | + |
| 72 | +{{< partial name="whats-next/whats-next.html" >}} |
| 73 | + |
| 74 | +[1]: /service_management/incident_management/incident_settings |
| 75 | +[2]: /service_management/case_management |
| 76 | +[3]: https://app.datadoghq.com/integrations/jira |
| 77 | +[4]: /integrations/jira/ |
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