If you'd like to notify someone within an incident (be it to ask for progress on it or to give an update), you can mention their user so an email is sent directly to them.
There are two ways to do this;
1) Within the incident
-
Go into the incident and scroll down to the history section
-
Within the history section you'll see a field where comments can be added.
-
Within that field, @ their user (EG: @leonikeogh) and type in the comment you'd like to add
2) Through the incident list
-
Go to the incident list page
-
On the incident you would like to comment on, select the three dots option
-
Select 'Add Update'
-
Within the field that appears, @ their user (EG: @leonikeogh) and type in the comment you'd like to add
Once a user has been mentioned and the update has been added, they will receive an email that looks similar to this;