Creating a change request

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When a requirements show a significant gap, such as high error rates, or weak recoverability. You can create a change request directly from the user interface (UI) to initiate remediation. Concert also provides targeted recommendations for each under performing area, and you can act on those suggestions by running them through a change request.

Ensure that metrics are regularly ingested or manually updated so that assessments accurately reflect the current resilience posture based on the latest available data. As new incidents arise, analyze assessments to maintain an up-to-date understanding of resilience and take proactive action.

Pre-requisite

  • You must establish a connection with your third-party issue tracking system, such as Jira, GitHub, ServiceNow, or Salesforce, to allow Concert to create and assign tickets.

Instructions

  1. Go to the Actions tab in the assessment view.
  2. Locate the requirements with the issue and click Open + under Change request.
  3. In the Open a ticket page:

    Under Type select the ticketing system that your organization has integrated with (GitHubJira, ServiceNow, Salesforce GitLab).

    Provide connection details based on the selected system:

    • Open a GitHub ticket: Select a GitHub connection, enter the target organization and target repository.
    • Open a Jira ticket : Select a Jira connection, enter the target project.
    • Open a ServiceNow ticket: Select a ServiceNow connection. No additional input is required.
    • Open a Salesforce ticket: Select a Salesforce connection. No additional input is required.
    • Open a GitLab ticket: Select a GitLab connection, enter the target group and target project.
  4. Add Label to help categorize the tickets. (Optional)
  5. Add assignees. (Optional)
  6. Click Open to submit the request.
Note: Raising a ticket helps ensure that resilience issues are actively tracked and resolved. For example, if your application deployment availability score is 56 (below the target of 90), creating a change request enables your engineering or SRE team to take ownership of improvement actions like adding monitoring or refining recovery logic.