DevOps
Escalations that arrive with the history already in them.
When support escalates, OneOS posts the case to your Slack channel with what the customer reported, what support tried, and what your tools show around that time. No help-desk seat. No “can you send me the ticket?”
Works in Slack and Jira. Nobody on your team signs in to the help desk.
- ×Endpoint answers from our sidereply 3
- ×Customer's firewall ruled outreply 5
- ×Replaying a failed delivery worksreply 6
Retry cap is a config default. I've raised it for Quellbrook.Recorded on the caseComes fromDev's reply in the #ops-triage thread, recorded on the case when it was posted.
On the card
Everything support knows, in the thread.
The card carries the customer's problem, what support already tried and ruled out, related code changes, and alerts and logs from around the time it started. Pick a question you used to ask.
Can you send me the ticket? Not needed. It's in the thread.
Beyond the escalation thread
Attach any Slack message to a case.
The answer isn't always in the escalation thread. Attach a message from anywhere in Slack to the case it belongs to, after you've seen exactly what will be attached. Messages from private channels stay restricted to DevOps and engineering roles.
The retry cap came in with last week's change. A per-account override is safe to raise.
The retry cap came in with last week's change. A per-account override is safe to raise.
@OneOS
Attach this message to a OneOS case?
Choose a caseAttached by Dev
Restricted Attached by Dev. Readable by DevOps, engineering and admin roles.
Attached by Dev
Restricted
Logs and alerts
Your logs and alerts, lined up with the ticket.
Connect GCP logging and monitoring, Datadog and GitHub, and OneOS pulls what happened around the time the customer's problem began: errors, alerts, recent changes. Your admin connects each one once.
An empty section is the right answer when there's nothing to show. Switch a tool off to see it.
Prefer Jira?
The case comes with the issue.
Support creates a Jira issue from the case in one click, with the history in it. Whoever picks it up starts from what support already knows, and your team can stay in Jira.
Jira · Connected per workspace
Status changes in Jira show on the case. A rep sees the status, never the issue.
PDF render fails over 40 pages
Scheduled report PDFs arrive empty for Ines M. at Quellbrook.
Comes fromThe ticket, in the customer's own words.- ×Resent the reportreply 6
- ×Email client ruled outreply 7
- ×A 10-page report renders, so length mattersreply 9
- ×Template cache cleared, no changereply 11
GCP logs: the render worker ran out of memory on long reports. Connected per workspace
Comes fromGCP logging, from around when the first empty report was generated.“Render limit raised. Helps under 40 pages.”
Comes fromDev's reply in the escalation thread, recorded on the case.What OneOS keeps
OneOS stays in the channels you choose.
Your admin picks the channels escalations go to. OneOS posts there, and records replies only inside the threads it started. Anywhere else, nothing is kept unless a person attaches a message.
No help-desk seats
Your team never logs into the help desk.
DevOps works where it already works. You don't buy help-desk seats for people who only need the case when it's escalated. Your admin gives each person a role in OneOS, which decides what they see.
The help desk
Slack and Jira
Book a walkthrough
See an escalation arrive complete.
Bring an escalation that bounced between support and DevOps. We'll show you what your channel would have seen.