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Dane County staff say Granicus incident emails lack detail, ask vendor to clarify
Summary
County staff told Granicus representatives during a training call that automated incident notifications for Legistar and related products provide insufficient detail, causing confusion about whether and how staff should respond.
Dane County staff told Granicus representatives on a June support call that automated incident emails from Granicus give too little information about product outages and make it unclear whether county users need to take action.
County staff said message subjects often only note “an incident” and link to a status page without explaining which product functionality is affected or how severely. That uncertainty has left staff unsure when to notify internal teams or escalate to vendor support.
On the call, a Granicus representative acknowledged the problem and said incident notices are typically authored by the vendor’s incident team or senior…
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