Create tickets and close the loop

Creating a ticket is a handoff, not the end of the reliability loop. The ticket should tell an implementer what behavior needs to change and how success will be checked, while Neatlogs keeps the production evidence and investigation connected to the incident.

Decide whether the incident is ready

Before pushing, confirm:

If the work is urgent but the cause is not yet known, the ticket can still describe mitigation or investigation. Do not disguise uncertainty as an implementation plan.

Create the external ticket

Incidents push to Linear or Jira. Each person who pushes connects their own Linear or Jira account under Settings → Organization → Integrations, and the ticket is created with that account's access in the tracker. A teammate's connection doesn't cover you. See Integrations.

1. Open the incident from Incidents. The push control appears once an investigation has written a report with a fix for the incident.
2. In the action bar at the bottom of the incident, select Push to. The button shows the icon of your first connected tracker. To pick the other one, open More push targets and choose Linear or Jira under Issue tracker.
3. In the Push to Linear or Push to Jira dialog, choose the Team (Linear) or Project (Jira). For Jira, also choose the Type: Task, Bug, or Story.
4. Review the prefilled Title and Description; both are editable.
5. Set Priority. It defaults from the incident's severity: Critical becomes Urgent, High becomes High, Medium becomes Medium, and Low becomes No priority. Optionally set an Assignee and Labels from the tracker.
6. Select Push to Linear or Push to Jira.

If you haven't connected that tracker, the dialog shows Connect Linear or Connect Jira instead. GitHub, Asana, Basecamp, and Notion are not push targets for incidents.

To hand the fix to a coding agent instead of a tracker, use Fix in on the same action bar. See Review and hand off a fix.

Carry over the useful context

Neatlogs fills the description from the incident:

• a line with the severity, category, pattern, and workflow;
• Root cause, Evidence, and Recommended fix sections from the investigation report;
• Linked traces, with links to up to six traces and a count of the rest;
• a "Created from Neatlogs Fix" link back to the incident.

Before pushing, add what the report doesn't contain: implementation constraints, non-goals, and acceptance and verification cases. Do not paste the complete investigation transcript. The ticket should be readable as a task, while the backlink preserves detailed evidence and reasoning.

Problem: Refund answers can cite a retired policy.
Cause: The retrieval call omits the request date from its version filter.
Change: Pass the request date and exclude versions outside the validity window.
Verify: Rerun the linked failures, one current-policy control, and the policy-validity Eval.
Non-goal: Do not change non-refund retrieval.
Evidence: Linked Neatlogs incident and cited spans.

Confirm the handoff

After pushing:

1. select Open on the confirmation to open the new ticket;
2. confirm it was created in the intended team or project;
3. check that evidence links and verification criteria survived;
4. check the incident's Activity tab, which records "Sent to Linear" or "Sent to Jira" with a link to the ticket;
5. name the next owner. Incidents have no assignee field, so set the Assignee in the tracker and mention that person in a comment on the incident.

Ticket creation does not approve a merge or deployment. The implementation still follows repository permissions, code review, CI, and release controls.

Keep progress meaningful

Pushing a ticket doesn't change the incident's status, and status changes in Linear or Jira don't sync back. Keep the incident's Status aligned with major states yourself: Open, Investigating, and Resolved. You do not need to mirror every field from the external tracker.

Record material changes as comments on the incident:

• the implementation direction changed;
• the proposed cause was disproved;
• the work was split into separate fixes;
• verification criteria changed;
• the fix was deployed or rolled back.

Return the resolution

When implementation finishes, comment on the incident with the pull request, ticket outcome, or release identifier. Summarize what changed and link the verification results.

To resolve the incident, open Status in the right-hand panel and choose Resolved. Neatlogs asks "Mark this fix as resolved?"; select Mark resolved. You can reopen it later by choosing Open.

To take an incident off the board without resolving it, choose Archived in the same Status menu and confirm Archive in the "Archive fix?" dialog. On the board, you can also open a row's Fix actions menu and choose Archive. Archived incidents are listed behind the Archived fixes button in the board's toolbar; open one and choose Open under Status to restore it.

If the original report came from a customer or team channel, return a concise outcome there. Avoid saying "fixed" until the relevant evidence has been checked.

Monitor for recurrence

Watch the original detection, failed Eval, or production query after release. If the same behavior returns, set the incident's Status back to Open and attach the new evidence in a comment.

Keep recurrence on the existing incident when it has the same cause and resolution path. When the symptom is similar but the cause or owner differs, investigate the new evidence separately rather than reopening the old incident.

Frequently asked questions

Does pushing close the Neatlogs incident?

No. Pushing a ticket and resolving the incident are separate. The incident stays in its current status until someone changes it in Neatlogs.

Can I push a ticket without an investigation?

No. Push to appears only after an investigation has written a report with a fix. Use Investigate further on the incident first, or create the ticket in your tracker by hand and link it in a comment.

Which fields are sent?

The team or project, Jira issue type, title, description, priority, and the optional assignee and labels you chose in the dialog.

What if the external ticket is deleted or moved?

Neatlogs does not track the ticket after creating it. The Activity entry keeps the original link, so add a comment on the incident that records where the work now lives.

Next step

Verify the fix →