What is the incident timeline?
The incident timeline shows the entire history of an incident, with constant, real-time updates. It includes stakeholder updates, changes to associated alerts and edits to the incident itself.
Use the incident timeline to track the progress of live incidents as they occur to quickly understand what’s already been done and what more needs to be done to resolve it. You can then review the incident resolution process after the incident has been resolved to learn how to better respond to similar incidents in the future, or prevent them entirely.
You can view the incident timeline for both ongoing and past incidents in Jira Service Management by navigating to the Activity section of the incident.
To view the timeline of an incident:
In your project, select Incidents.
Select the incident you would like to view
Navigate to the Activity section of the page, where you can view all changes, comments, updates of the incident
You can use Filters in Activity > All to find specific events.
Add internal notes to the timeline
You can add internal notes to a past or the present time, to keep a track of everything that happened during the incident for your team to catch up.
To add an internal note to the incident,
Go to Activity of the incident and select Comments
Select Add internal note to start writing your note
If you’d like to add the note to the past, select Add to past and select a date and time from the past.
Once you’re ready, select Save.
Draft comments with Rovo
Instead of writing every comment from scratch, you can use Rovo to draft responses. This helps you move faster when you’re working on complex incidents, replying to your customers, or collaborating with teammates.
Rovo uses the context of the current incident, along with comments added by responders in similar past incidents, to suggest a draft you can edit, tweak, or use as-is.
To draft comments with Rovo:
Go to your incident from your service project.
Scroll down to Activity > Comments.
Select Add internal note or Reply to customer.
Select one of the available templates: Ack issue, Escalate issue, Follow up, or Share steps to resolve.
Rovo will generate a draft reply based on historical incident patterns and the details of the current incident.
Review the generated text and select Save.
This helps teams maintain consistent communication, reduce manual effort, and keep stakeholders aligned throughout the incident lifecycle.
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