✍️ Customize Your Wordbank for Automatic Incident Title Generation

✍️ Customize Your Wordbank for Automatic Incident Title Generation

No time to come up with an incident title? No problem. Using an auto-generated title allows you to spin up an incident as quickly as possible. Just leave the “Incident Title” field blank in the Incident Creation Form (web or Slack) and Rootly will automatically generate a random title for you using our built-in wordbank. You’ve probably seen these titles in our demos or in your own Rootly workspace. But here’s the fun part: you can now add or remove words to your wordbank to create your own custom title generator. Not only does this save you time from regenerating titles you’re not a fan of, it allows you to bring your organization’s personality into yet another part of your Rootly configuration. You can edit your incident's title at any time (just open the incident in Rootly and click the title to edit it), so it's easy to update it later on to better reflect a description of the incident for your records.

Customize your incident title generator in Rootly under Organization Settings > Advanced Settings > Automatic Incident Title Generator.

🌝 New & Improved

💅 Upgraded Zendesk alerts to include event_type and scenario as labels. Now you can perform more granular filtering on Alerts workflows.
💅 Added additional guard rails to prevent disabled workflows from being accidentally triggered. Previously, disabled workflows could still be triggered by Slack command and Trigger a Workflow action.
🐛 Fixed display bug on integrations page where the integration status is listed.
🐛 Fixed missing custom field values in CSV exports.
🐛 Fixed issue with CSV exports not respecting applied incident filters.
🐛 Fixed incorrect destination URL on public status page links.
🐛 Fixed inability to sort form fields via web UI.

🧠 Smart Defaults for Jira

🧠 Smart Defaults for Jira

Because we work with some of the largest and most complex enterprise use cases, our Jira integration goes deeper than the other tools on the market. In addition to bidirectional syncing for incidents and action items, you can integrate with multiple Jira instances and projects including on-prem, and enjoy fully customizable custom field mapping. As we continue to evolve this crucial integration, it’s key that we keep ease of use at the forefront of our product philosophy—this is where Smart Defaults come in. They’re our recommended default settings that come enabled out of the box so you can start syncing with with Jira with minimal setup. The result: we meet you where you are and help you level up along the way. 🤝

Here’s a look at what comes out of the box with Smart Defaults when you add Jira to Rootly:

  • Toggle options to specify which capabilities you want enabled. Want to sync all your incidents to Jira, but keep action items only in Rootly? No problem. You can toggle off “Create Jira subtask ticket for action items”.
  • Specify what 'Type' you’d like Jira tickets created as (e.g. Task, Subtask, Bug)
  • Specify the 'Status' should tickets be created as (“To Do” is our recommended default), or you can use a Workflow to update the Jira ticket status every time you update the status in Rootly.
  • Automatically bookmark Rootly-created Jira incident ticket in your incident Slack channel so it’s always easily accessible

These settings cover the vast majority of use cases for Jira syncing, but if you need to go deeper with custom field mapping, syncing across multiple projects, and more, our Workflows have you covered.

To get started using Jira with Rootly, read our Installation instructions here and check out the demo below for a walkthrough of the simple setup:

🌝 New & Improved

🆕 Jira transition webhooks can now be handled by Rootly. This is particularly useful if you only want to receive alerts whenever a Jira ticket changes status.
💅 Rootly Guided Tutorial can now be enabled/disabled under Organization Settings. If your team no longer requires the tutorial or you’d like to configure your own training procedure, you can now hide Rootly’s out-of-box tutorial from the UI.
💅 Improved Trigger Workflow modal behavior on web UI to return cleaner and more informative results.
💅 Improved display of dropdowns to better handle selections with longer texts. Now they will be wrapped instead of allowing horizontal scrolling.
🐛 Fixed sporadic occurrences of existing Slack channels unable to be converted to incident channels.
🐛 Fixed inability to export action items to Jira through the web UI.
🐛 Fixed issue with Jira Smart Defaults failing to save for Jira On-Prem integration.

🔌 The Rootly Plugin for Zendesk

🔌 The Rootly Plugin for Zendesk

Many of our customers already leverage our popular Zendesk integration for automatic ticket creation and syncing. Now, in addition to the Rootly Zendesk integration, you can bring Rootly right into Zendesk with our new plugin from the Zendesk Marketplace.

Customer support teams play a crucial role in identifying incidents as they emerge and keeping customers informed and reassured throughout the response. These teams work at a fast pace, meaning it’s imperative that they have the information they need to support customers at their fingertips. This is why our new Zendesk plugin is a must-have for Zendesk teams wanting to improve the customer experience during incidents. It brings important incident context to your frontline team with a searchable view of Rootly incidents directly within Zendesk. We've also seen that many teams rely on customer support to report potential incidents that observability and alerting systems don't catch. The Rootly plugin allows users to start an incident from within Zendesk, so emerging problems make it to on-call engineers as quickly as possible.

⏱️ Reduce MTTA (mean time to assemble) with the ability to declare Rootly incidents from within Zendesk.

🔎 Provide a source of truth regarding incidents for customer support staff with a searchable view of recent and related incidents from Rootly inside Zendesk.

📎 Attach tickets to new or existing Rootly incidents for efficient tracking of customer support volume related to incidents.

🌝 New & Improved

🆕 Added Slack command for easy subscription to any Rootly status pages in Slack channels. You can access each page-specific command by navigating to the specific Rootly status page and select Subscribe to Updates > Slack.
💅 Added loading spinner to all search bars across the platform to improve user experience. Now there is a clear indication of search in-progress when users use the search bar.
💅 Updated the Create Jira Subtask workflow action to allow multi-line text in the Description field.
💅 Updated the Create Notion Page and Update Notion Page workflow actions to allow the Title field to be customizable and able to accept Liquid syntax.
🐛 Fixed incorrect redirect issue with {{ incident.postmortem_short_url }} taking users to the Rootly landing page, instead of the retrospective.
🐛 Fixed the inability to delete workflow run conditions from existing workflows.

🪄 Rootly Retrospectives

🪄 Rootly Retrospectives

Rootly Retrospectives are configurable, customizable processes that allow you to define right-sized retrospectives based on severity, type, or teams involved in an incident. We created this feature with a few things in mind:

  • A retrospective is more than just a doc. It’s everything that takes place after an incident to surface and implement crucial post-incident learnings to improve your organization’s resiliency. With Rootly Retrospectives, you’re guided through the entire process. No guesswork.
  • When it comes to retros, one size doesn’t fit all. You can define and store multiple retrospective processes, which will be triggered based on pre-specified conditions, like the type, severity, or team owning the incident. You can also set conditions to automatically skip the retro (e.g. low severity or internal incidents), or to make the retro mandatory (e.g. critical, security, or customer-facing incidents).
  • Accountability and consistency is key. What good are action items that never get done? With Rootly Retrospectives, you can see all your action items in one place, including their progress, due date, and owner.
  • Retrospective data matters. Get high-level data at your fingertips about the health of your post-incident learning process. In the Retrospectives Index page, you’ll see how many incidents currently have overdue or incomplete retro steps, and the average time it takes you to complete the retrospective process. All of these are displayed against a 30-day rolling comparison, so you know whether you’re on the right track.

Check out this video demo for a tour of our Retrospectives features:

How it works:

  1. Start with our pre-configured Default retrospective or create your own. This process will be automatically prompted when you resolve an incident.
  2. Your retrospective doc and timeline will be created automatically in Rootly and the additional tool(s) of your choice (Notion, Confluence, Google Docs, etc.) You can manage and edit your doc templates under Configuration > Retrospectives.
  3. Create additional processes in Configuration > Retrospectives. Set the conditions for when you want the process to be used, and add/remove/edit steps as you see fit.
  4. Set criteria for when you want to auto-skip retrospectives or make them mandatory.
  5. When you resolve an incident, you’ll be automatically prompted to follow the appropriate retrospective process based on the incident's severity, team, or type.
  6. You can see a bird’s eye view of all of your open retrospectives and their associated steps in the Retrospectives Index (accessed by clicking “Retrospectives” in the left-hand navigation menu.) You can bulk edit and filter these.

🌝 New & Improved

🆕 Added message threading option for Get Pulses - Deploys & Changes workflow action. Now Pulses auto retrieved by workflows can be threaded under a parent message within an incident channel.
💅 Incident summary inputs via web UI now support rich text format.
💅 Action item summary field can now support URLs and hyperlinks.
💅 Backfilled incidents now have immediate access to the retrospectives tab. Teams no longer have to manually flip-flop the incident status to force a change to the Resolved state.
🐛 Updated incorrect webhook endpoint for Jira On-Prem integration.
🐛 Fixed the inability to create status page template for scheduled maintenances.

⚡ Command Palette: Lightning Fast Navigation with a Single Keyboard Command

⚡ Command Palette: Lightning Fast Navigation with a Single Keyboard Command

The Rootly web UI is neatly organized with a side panel of sections and pop-up menus outlining the contents of each page. But for even our most dedicated power users, memorizing every setting and feature within a robust UI is a tall order. That’s why we created the Command Palette—just press Command ⌘ + K to bring up a quick navigation portal that allows you to access any page in the Rootly web UI with a simple keyword search.

No more clicking around to figure out “Was that automation a workflow or a toggle setting?” or “Where do I go to edit Webhooks again?”. For new users, this means lack of familiarity with the UI won’t slow you down.

The Command Palette is also page aware—meaning it uses the page you’re on to order the results that make the most sense. For instance, if you’re on a specific incident’s page and you search for action items using a keyword, the Command Palette will pull results from that incident first.

Using ⌘+K searches across every part of Rootly, including your incidents, workflows, action items, integrations, and more. If it’s in the Rootly web UI, you can get to it from the Command Palette.

Happy searching!

🌝 New & Improved

🆕 Incident Title and Summary can now be edited directly in web UI, without having to first open the Edit Incident dialog.
🆕 Previously, when a Rootly resource is deleted and re-added, an UUID gets automatically appended to the slug value. Now, re-added Rootly resource slugs will remain consistent to their original slug value - simplifying custom mapping via Liquid variables.
💅 Enhanced search bar UX with visual in-progress indicator and auto search on deletion.
💅 Improved timestamp display on workflow runs to show times in both user-level and organization-level timezone settings.
🐛 Fixed inability to select a Slack User in Invite to Slack Channel workflow action for organizations that are integrated with Slack Enterprise Grid.
🐛 Fixed inability to de-select Ancestor page in Create Confluence Page workflow action.

Rootly Terraformer: Seamlessly Bring Workflows From Rootly’s UI to Terraform

☁️ Rootly Terraformer: Seamlessly Bring Workflows From Rootly’s UI to Terraform

Terraform is an infrastructure as code tool that lets you build, change, and version cloud and on-prem resources safely and efficiently. Rootly Terraformer is a CLI tool (installed via Homebrew) that auto-generates Terraform files (.tf) from your Rootly configurations—no more manually coding .tf files.

Most customers begin their Rootly journey using the Smart Default settings and some light customization within our web platform. However, as their deployment process matures, they may choose to set up multiple Rootly accounts designated for different environments. Deploying Rootly through Terraform allows customers to quickly mirror the configurations across multiple Rootly accounts. Now, Rootly Terraformer helps customers save significant time by removing the manual task of having to code each Rootly resource by hand.

If you want to manage your Rootly configuration through Terraform without coding the .tf files from scratch, you can simply generate them using Rootly Terraformer.

In this video, our Technical Support Engineer Shadab shows you how it works!

🌝 New & Improved

🆕 Introduced IncidentPermissionSets, IncidentPermissionSetsResources, and IncidentPermissionSetsBooleans services to enable granular incident permissions to be manageable via API
🆕 The display order of workflow folders can now be edited. This can be done graphically via the UI or systemically via WorkflowGroups API and rootly_workflow_group Terraform resource.
💅 User’s full name is now displayed on the incident timeline. Now there is no confusion when team members share the same first name.
💅 Repositioned search bar to be more visible for each configurable resource on the UI
🐛 Fixed inability to filter and sort incidents by severity at the same time. Now you can filter for specific serverities and then sort them from most to least severe.
🐛 Fixed display issue on “items per page” dropdown. Previously the clear button (‘X’) was blocking the selected value.

Smart Defaults for Slack Configuration

🤓 Smart Defaults for Slack Configuration

Setting up your Slack integration is the first thing we recommend for new Rootly customers. Rootly is ready to go, right out of the box, with built-in industry best practices for super simple, enterprise-ready incident management. We’re big on customization, so you can tweak your setup to suit your organization’s unique needs and processes—but wanting a tailored setup doesn’t mean you should have to start from scratch! Our guided self-serve onboarding helps you get up and running as quickly as possible, while allowing you to customize as you go. Here’s how we’re making this process easier using Smart Defaults:

  • We converted the existing set of default Slack Workflows into on/off toggle settings that you can access directly from your Slack Integration page. These come enabled by default for new users, so you can start using your Slack integration immediately.
  • We added some new options into the Slack Integrations settings, like the ability to auto-notify a specific group of users when channels will be auto-archived due to inactivity or after incident resolution.
  • You can now set your own Slack channel naming convention rules from the Slack Integration settings page.
  • We’ve added tooltips and education throughout the Slack Integration page to support new users through the setup process.
  • If you want to customize your Slack setup beyond the options provided as Smart Defaults in your Slack Integration settings, you can still create custom workflows for Slack using the Workflow Builder!

Here's a look at the Smart Reminders section of these Defaults:

Smart Reminders

For existing customers who have already set up their Slack integration, don’t worry—this update won’t mess with your existing workflows. You have access to the new Slack settings on your Slack Integration page, but they’re disabled by default so they don’t override or interfere with the workflows you have set up. If you prefer to manage your Slack automations directly from the new options in the Integrations page, you can enable them as you wish and disable any workflows that are no longer needed.

Here's a quick tour of the new Slack setup:

🌝 New & Improved

🆕 Custom forms can now be managed via the CustomForms API and rootly_custom_form resource in Terraform
🆕 Introduced a more user-friendly Slack Help modal. Use the /rootly help command to see the new interface!
💅 Unique IDs for each form field option is now displayed on the UI to help simplify Liquid syntaxing
💅 Implemented text wrapping on various pages (e.g. Services, Functionalities, etc.) to improve visual display on smaller screens.
🐛 Fixed inability to increment/decrement numeric fields by clicking up/down arrows on Slack modals.
🐛 Retrospective progress will automatically refresh following updates to each step. Users no longer have to force refresh to see the updated progress on retrospectives.

Rootly Rewind: Celebrating 2023 With Our Amazing Customers!

⏪ Rootly Rewind: Celebrating 2023 With Our Amazing Customers!

The best thing about building Rootly is getting to see the incredible work our customers do every day. It’s truly humbling to see the way you all are pushing the craft of incident response forward and working tirelessly to champion reliability at your organizations.

When you log in to Rootly today, you’ll see a banner for your 2023 Rootly Rewind. Our goal with Rootly Rewind is to give our customers the chance to look back at your amazing accomplishments this year. We’ve put together some stats for you to review, reflect, and celebrate as you look back on 2023. Here’s a peek at what’s included:

📊 High level stats like the number of incidents you created, average number of responders per incident, average duration by severity, and more.

🎖️ Fun badges to celebrate milestones and accomplishments, like Power User (created >30 incidents), Nerd Cred (used Terraform, API, or Webhooks), Bookworm (created playbooks), and more!

👏 A leaderboard celebrating individual achievements for your team’s top incident responders

⚡ A look at the toil and manual effort saved by your workflows and automations

We hope you enjoy this look back at your hard work. Thank you, from the bottom of our hearts, for using Rootly this year. We have many exciting things ahead of us for 2024 and we couldn’t do it without you!

🌝 New & Improved

🆕 Introduced new RBAC permission sets to for the ability to read and write Alerts and Pulses
🆕 Added the ability to assign / unassign users to incident roles via API
💅 Enabled Incident Cause field to be configurable on all forms
💅 Name uniqueness is now enforced on Rootly resources such as teams, services, functionalities, etc.
🐛 Fixed the inability to edit custom date/time fields that contained default values
🐛 Fixed incorrect counting of tasks and follow-ups on the Action Items page
🐛 Fixed issue with bulleted and numbered items not display on retrospectives

Search and Filter Available Actions for Workflows

🔎 Search and Filter Available Actions for Workflows

Building workflows just got even easier! We’ve introduced additional navigation and search abilities for available actions in the workflow builder. You can now jump to all actions for a specific integration using the navigation bar on the left side, or use the search bar at the top to find actions using keywords.

Check it out in the video demo below!

🌝 New & Improved

🆕 Search bar has been added to all resource pages (e.g. services, functionalities, incident types, teams, etc.). Now users can search for specific resources by their names.
🆕 Ability to copy and paste has been enabled for timestamp fields.
💅 Real incidents and test incidents are now visually separated into different tabs on the Incidents page. This makes test incidents easier to distinguish from the real ones.
💅 Improved display of incident roles in Slack by wrapping long descriptions is instead of truncating them.
🐛 Fixed broken workflows tasks for inviting on-calls to incident Slack channel
🐛 Fixed issue with custom text fields not showing entered values on the Update Incident form

Incident Timeline Comments: Add Context and Move from Conversation to Action Seamlessly

🗨️ Incident Timeline Comments: Add Context and Move from Conversation to Action Seamlessly

During an incident, new information is constantly coming to light and impacting our response, and we want to make it as easy as possible to capture information wherever you need it. That's why we're excited to introduce the ability to leave comments on timeline items when viewing incidents in Rootly's web platform! This is helpful for situations like:

  • Adding context or information to a specific timeline event
  • Attaching a conversation or task to a specific timeline event
  • Including images like screenshots in the incident timeline
  • Making notes when reviewing the incident's timeline in preparation for your Retrospective

This isn’t just your typical basic commenting feature—here’s what you can do with timeline comments in Rootly:

🧑‍🎨 Format your comments using markdown for added clarity, readability, and flair.
✏️ Made a typo? No problem. You can edit comments after posting.
🤳 A picture is worth a thousand words. You can attach files or images to your comments and they’ll be displayed inline right in the incident’s timeline.
✅ Surfaced a new to-do in a timeline conversation? You can quickly create a task or follow-up from a timeline comment.
🙉 Resolve comment threads to mark the close of a conversation (with the option to re-open if needed).

Check out this quick video of timeline comments in action!

🌝 New & Improved

🆕 Introduced new and simpler Slack commands for creating tasks and follow-ups. See the Rootly Slack Commands doc for an updated list of commands.
🆕 Teams API has been updated to be able to retrieve and update team membership.
💅 Streamlined onboarding experience for users provisioned through Okta. Users no longer have to re-enter their names and phone numbers. Rootly will match the values stored in Okta
💅 Follow-ups can now be created directly from the Retrospective tab. Users no longer need to navigate to the Follow-Ups tab to create action items when completing retrospectives.
🐛 Fixed display order on dashboard when sorting by severity.
🐛 Fixed issue with default custom field values not displaying on retrospectives.
🐛 Fixed inability to save phone numbers on Send SMS workflow action

Rootly helps you respond to incidents faster as a team and learn to prevent them in the future.