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Request RE, Survey, and Calendar 1.5 Support Ending December 31, 2020
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Kinetic Community

Quick Start

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Welcome to Kinetic Response, a virtual war room to collaborate on nearly any issue from critical incidents to changes and release management, project management and more.

Logging In

Getting access to Kinetic Response is typically done in two ways, both sent via email to the address provided:

  • Your administrator adds you as a user:  The administrator will provide a password.  If they have not you can use the 'reset password' link on the login screen to set up your new password.
  • You are invited to participate in an issue: You will be asked to create an account after clicking on the link from your email.

 

User Types

Kinetic Task has three user types:

  • Guest User: A guest is typically an external vendor or partner that helps with an issue but is not intended to host collaboration. Anyone new to Response that is invited via an issue (the 'invite') link, gets added as a guest.  A guest can add messages to an issue but cannot add facts or unknowns and cannot create new issues.  
  • Host:  A host is typically someone inside the organization.  A host can fully navigate any issue they are a part of including editing an issue, adding tags, adding facts/unknowns, etc. Hosts can also create new issues and can only see issues they are participating in.
  • Administrator:  An administrator can add new users, change the user type of users, configure settings, and see all issues + activity above.

 

The Response Center - Your Issues

The Response Center shows you all the issues you have permission to see. 

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This screenshot shows what an administrator would see including issues they are not involved with (Other Open Issues) as well as all closed issues.

Highlights:

  • My Issues:  Open issues you are related to ordered by most recent first.
  • Activity: A stream of all recent activity of all your issues.  Nice for support groups monitoring multiple issues
  • Tags:  The blue boxes indicate tags on issues for more easily categorizing and highlighting issues for specific people, groups or situations.

 

Issue Detail

Clicking on an issue in the Response Center (or an email you received) takes you to the issue detail view.  

Simply type in a message in the blue box and click send (or control + enter) to add your message to issue.  

Screen Shot 2015-02-06 at 8.54.33 AM.png

This screenshot shows what a host of an issue sees including who is online, message activity, summary activity and files.  

Highlights:

  • Issue Info (left panel):  See who is online and information about the issue state and categorization.  Hosts can edit this information if desired.
  • Messages (center panel): A stream of all messages and files included in this issue.  You can hide "System Message" via the button on the top of this panel.  System messages are an inline audit of activities that have happened within the issue but not specifically a message.
  • Issue Lists (right panel):  The right panel allows you to quickly summarize what is sometimes a long message thread, by creating facts and unknowns, assignable action items and a list of all files related to the issue.  

Inviting Other People

Screen Shot 2015-02-06 at 2.36.18 PM.pngHosts and Administrators can invite other people to an issue.  Simply click on the "Invite" link on the left panel and type in an email.  What happens next depends on the recipient:

For recipients that aren't already users in the system:  They will get an email with a link that will ask them to create a user record.  After doing so they will be taken to this issue. They will be created as a "Guest".  See User Types section above.

 

For recipients that are already users in the system:  They will get an email that they can click on to be taken right to this issue.  Once they have clicked on the link and entered the issue they will be considered a participant.

 

Group Invites:  If "Group invite" is checked, like the other recipient examples, an email is sent to the entered address.  However, here the invitation link that is sent can be used by multiple people.  This is useful for situations where you don't know who will be logging in or want multiple people from a group to login.  Keep in mind anyone with the link can access the issue.  If you no longer want the link/invite to be active, you can remove the invite within the issue.

 

Working an Issue

Issues are very flexible and can be used for a variety of reasons.  Kinetic Response is very flexible in order to accommodate everything from disaster recovery to wedding planning (yep, really).  A few tips to get the most out of it:

  • Promote important messages to "Facts" or "Unknowns" allowing new participants to get up to speed quickly.
  • Tag issues for easier searching and reporting later
  • Add your profile picture.  Particularly for disconnected teams, this is a nice way to better connect with other participants, particularly on stressful issues.
  • Close out an issue on completion.  A concise conclusion helps for better postmortems, reporting and a tidier workspace.
  • Integrate it.  Kinetic Response has a great API to allow easy creation of issues automatically as well as sending events out via webhooks during the working of an issue.

Mobile

You can interact with issues using your desktop computer, mobile browser or native mobile apps.  You can download the apps via the links below.

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