Dutonian Story
Engineering uses post-incident reviews to continuously learn from major incidents
Engineering uses Jeli for all major incident analysis and post-incident reporting by leveraging Jeli's timeline creation, structured incident storytelling, and built-in best practices for root cause analysis.
- PagerDuty /
- Ops Guides /
- Using PD /
- Jeli Analysis - Engineering Team
The Challenge
How They Were Working
Post-incident review documents were manually created, with event timelines and tickets manually added or linked to the review.
Pain Points
Low Post-Incident Review Completion
PagerDuty was only completing post-incident reviews on 38% of incidents resulting in lower learnings from incidents.
Manual toil
Responders manually copy-pasted timeline events from PagerDuty incidents and Chat channels to build out a comprehensive timeline of events for post-incident analysis.
Increased time spent on post-incident reviews
The manual process of creating post-incident reviews took engineering resources away from other critical projects.
The Solution
What They Did
Implemented Incident Workflows to automatically create a post-incident review upon incident resolution and to set deadlines for completion
Integrated post-incident reviews with Chat and PagerDuty to automatically build a timeline of events for analysis
Integrated post-incident reviews with ticketing tool to automatically link tickets to post-incident reviews
The Results
How They're Working Now
PagerDuty incident workflows and post-incident reviews are used to automate the creation of incident workflows and the tracking of follow-up action items.
Wins
Improved Completion Rate
Increased post-incident review completion rate from 38% to 100% on major incidents.
Time Saved
Saved an estimated 4,872 hours annually, equivalent to adding 2.4 FTEs without additional hiring.
Incident Prevention
Enabled consistent, actionable postmortems that surface deeper systemic insights — not just surface-level fixes.
Outcomes
Incident Learning
Accelerated organizational learning by creating faster feedback loops and incident prevention.
Increased time for innovation
Less time spent on building post-incident reviews meant more time spent on developing new features.
Lessons Learned & Tips
- Create a group of champions who advocate for the post-incident review process and guide teams on how to complete post-incident reviews properly
- Run reports to hold teams accountable to follow-up action items tracked in ticketing systems
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