Case Study: Coupa Software achieves streamlined incident management and faster resolution with Workato

How Coupa Uses Workato to Streamline Incident Management

Coupa, a Forbes Cloud 100 provider of cloud-based spend management used by companies like Staples and Salesforce, needed to reduce manual, time‑consuming work for its SRE team. Hans Gustavson, Sr. Director of Cloud Operations, faced a fragmented incident workflow that required engineers to manually create JIRA tickets, spin up HipChat rooms, and keep Cachet status dashboards in sync after VictorOps alerts—distracting them from triage and resolution.

Coupa implemented Workato recipes to automate the flow: acknowledging VictorOps alerts now creates JIRA incidents, opens HipChat rooms and invites on‑call engineers, and keeps JIRA status changes synced to Cachet; additional recipes pull hourly JIRA and VictorOps data into Google Sheets for analytics. The result: fewer manual tasks, faster and more consistent incident handling, better reporting and visibility, and rapid deployment of new integrations (initial setup in about a month, subsequent recipes often built in a day).

Coupa Software

Hans Gustavson

Senior Director of Cloud Operations