In many ways, incident management for devops is similar to typical issue tracking processes: it facilitates coordination and collaboration of daily tasks. For this reason, tools such as Jira, Zendesk, and even email are often used as solutions for incident management. But incident management faces one unique challenge that makes it different from other issue tracking processes. In addition to human-operated workflows, incident management also relies heavily on machine-driven workflows. Unfortunately, traditional issue trackers and ticketing systems cannot accommodate for this with their current product mechanics.
As a startup company driven by customer feedback, BigPanda has been practicing continuous delivery from day one. However, continuous delivery cannot be accomplished efficiently without a proper automation infrastructure. So, like many before us, we also began our search for the best deployment automation tool.
Many alerts place an unnecessary burden on Ops teams instead of helping them to solve issues. The main problem is that most alerts are not actionable enough: