Agent Wranglers

Incidents Recommended

Give each incident clear roles

Give every incident a lead who coordinates, separate from the people fixing it, and a person who updates users.

By Erik Bergstedt, Agent Wranglers. Updated .

How to do it

The lead keeps a running log, decides, and hands over the role clearly. The fixers focus on the system. In a small team one person may hold two roles, but the lead role is always named.

How to check

Every incident record names a lead and has a timeline with entries at least every 30 minutes until it closed.

For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers operations playbook: https://agentwranglers.se/playbook/operations/incidents/incident-roles.