An incident is any unplanned event that can cause disruptions, or interruptions in operations, services, or functions.
You can navigate to the Incidents screen by clicking on Incident Management > Incidents.
This screen displays a list of all the existing incidents along with some additional details about each incident such as title, severity, responders, status, and more.
You can use the dropdown menu located at the top of the list to search and look up any particular incident(s) instantaneously.
The dropdown menus offer the following options:
- Status: Search and list incidents based on their status by selecting Triggered, Acknowledged, and Resolved status options.
- Services: Search and list incidents based on the service that they belong to.
- Integrations: Search and list incidents based on the integration.
- Escalation Policies: Search and list incidents based on the escalation policy.
You can also list the incidents that are exclusively assigned to you by toggling the button located at the top right of the screen.
You can add an initial incident responder or assign an incident to another user. The responder or the assignee of the incident will be responsible for actively investigating the incident.
Use the following steps to add a responder to an incident:
Step 1: Navigate to the Incidents screen. Step 2: From the list of incidents, find the one where you wish to add the responder. Step 3: Click on the Add button under the Responders column for your respective incident.
Step 4: Choose the responder from the list that appears on the Add Responders pop-up window, and then click on Add. To remove a responder, unselect a member and click on Add.
Note that you can add multiple responders to a single incident.
An incident starts off with the Triggered status as soon as it is created. Once you or the relevant responders have had the time to review the incident, and/or resolve it, the incident status must be updated accordingly.
Use the following steps to update the status of an incident:
Step 1: Navigate to the Incidents screen. Step 2: From the list of incidents, find and select the one whose status needs to be updated.
Step 3: Once an incident has been selected you will see the options to change its status on top of the list. Click on relevant status.
Step 4: The status of the incident will be updated and will be reflected under the Status column of the respective incident.