Coordinate when things go wrong

During an incident the updates, the actions, and the runbook all end up scattered. This walkthrough puts them in one thread the whole response team can work in.

1. Set up the response folder

1. Create a folder — for example IT Ops Response — and give the relevant support team Member access.
2. Link a knowledge collection holding your support runbooks, escalation procedures, and past incident summaries, so it’s available as context across every conversation in the folder.

2. Open the incident thread

Open a shared conversation inside the folder. Every Member can contribute in real time, so it works like a shared incident bridge.

Attach the incident runbook or resolution summary directly with the + menu, or rely on the knowledge collection you already linked.

3. Keep track while it’s live

Summarize all outstanding actions, owners, and due dates for this incident. Identify any unresolved blockers.

As the situation develops, Members add updates to the thread and re-run the question — the answer reflects whatever the thread knows at that moment.

4. Close it out

Once it’s resolved, upload the final resolution document and ask:

Generate a postmortem: what happened, likely cause, prevention steps, and recommended runbook updates.

Copy the postmortem or export the conversation as the official incident record, then upload the updated runbook back into the knowledge collection so the next incident starts better informed than this one did.