---
title: "Give each incident clear roles · Agent Wranglers"
url: https://agentwranglers.se/playbook/operations/incidents/incident-roles
updated: 2026-10-20
licence: "All rights reserved"
---

# Give each incident clear roles

By Erik Bergstedt, Agent Wranglers. Updated 2026-10-20.

- Level: Recommended
- Chapter: [Incidents](https://agentwranglers.se/playbook/operations/incidents)
- Rule: Give every incident a lead who coordinates, separate from the people fixing it, and a person who updates users.
- How: 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.
- 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`.

- Previous: [Rank incidents on a fixed scale](https://agentwranglers.se/playbook/operations/incidents/incident-severity)
- Next: [Keep users informed](https://agentwranglers.se/playbook/operations/incidents/status-updates)
- [Incidents](https://agentwranglers.se/playbook/operations/incidents)