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Nobody wants to work their follow-ups in two places. Export a follow-up to your issue tracker and it becomes an issue in the project your team already plans from. We then keep reading that issue and updating the follow-up, so closing the ticket in Jira closes the follow-up here.

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Supported issue trackers

Connect a tracker from Settings → Integrations, then export follow-ups to it from the dashboard, from Slack, or automatically.
  • GitHub and Notion are opt-in. Turn on Use as issue tracker on the integration in Settings → Integrations before they appear as export targets. A Notion database also needs a Status property, and the Notion follow-ups page covers the column conventions.
  • ServiceNow lets you choose the record type. Set Create as to either a task or a problem record.
  • Linear can create a project instead of an issue. Set Create as to Project on the export template. See Linear for what a project supports.
Priority sync is off until you enable it. See follow-up priorities.

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What syncs

We create the issue from your export template, add a footer reading This ticket was created from <incident>, using incident.io, and link the two records together. After that, changes are made in your issue tracker, and we keep the follow-up in sync.

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Owner sync

We match the issue’s assignee to an incident.io user and make them the follow-up owner, as long as they can access the incident. On a private incident, an assignee who isn’t a participant leaves the follow-up unowned rather than being pulled in. A Notion database with no Assignee or Owner people column keeps whichever owner you set here.

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Linking to the incident’s own ticket

If the incident also has its own ticket in the same tracker, we tie the follow-up to it:
  • Jira Cloud links the follow-up issue to the incident ticket as its parent, when both sit in the same Jira site and you leave Connect to parent issue on.
  • Linear moves the follow-up into the incident’s Linear project, where the incident’s ticket is a project.

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Exporting automatically

Rather than exporting each follow-up by hand, route them automatically with export templates and conditions from Settings → Follow-ups. Auto-exporting follow-ups walks through the setup.

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Attaching issues that reference an incident

Mention an incident reference like INC-123 in a Jira Cloud ticket’s title or description and we attach that ticket to the incident as a follow-up. Paste an issue link into the incident’s Slack channel and we do the same, for Asana, ClickUp, Freshservice, GitHub, GitLab, Jira Cloud, Linear, Notion and Shortcut. Links in a Google Docs or Confluence post-mortem are picked up too, which you can turn off from Settings → Post-mortem with Automatically sync follow-ups from post-mortems. Whenever we attach one, we post a message in the incident channel with an Undo button, and we only attach issues that are still open. You can always do it yourself instead. Export a follow-up and choose Connect to existing, or create a follow-up from the Import tab by pasting the issue URL. Linking by hand takes the title, description, status and owner from the issue, and works on closed issues too.

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Disconnecting a follow-up

To manage a follow-up in incident.io again, disconnect it from its issue. Every field becomes editable here, and we stop syncing. A follow-up carries one issue at a time, so to point it at a different one, disconnect first and then connect the new one.

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Working with the API

The follow-ups API reads and writes follow-ups: list, show, create, update and delete, plus an action to connect a follow-up to an existing issue by URL.

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FAQs

It’s exported, so the issue in your tracker is where those fields live. Edit it there and the follow-up updates to match.
We look for the reference in the ticket’s title or description, and we aren’t mind readers yet, so a mention in a comment won’t do it. We also leave closed tickets alone. Link it yourself instead: export the follow-up and choose Connect to existing, which works on closed tickets too.