An incident that is only in a chat thread cannot be counted, prioritised, or reviewed. A register is the record of what happened, who is coordinating it, and whether it is still open.
What a useful record holds
How incident management helps describes the product.
- What happened, and which service, system, or process was affected.
- How wide the effect is, and how quickly a response is needed.
- Who owns the response, and whether it needs to be treated as major.
- How it was resolved, including the follow-up that should not be lost.