Manage an incident

Acknowledge an incident

1. Open the incident from the notification, Incidents, or the mobile app.
2. Review the severity, service and firing alarms.
3. Select Acknowledge.
4. Add a note saying you are taking ownership.
5. Confirm the state changes to Acknowledged and escalation stops.

Acknowledgement records the user, time and note. Acknowledge before you start investigating — otherwise Shankh has no way to know the incident has been picked up and continues escalating.

Update the severity

1. Open the active incident.
2. Change the severity to match current impact.
3. Save and confirm it appears in the severity history.

Add a stakeholder update

1. Open the active incident.
2. Add a progress update — not an internal comment.
3. State current impact, what is being done, and when the next update will come.
4. Save the update.
5. Open the incident's stakeholder live page and confirm it is visible.

Internal comments, progress updates, current impact and investigation notes can all be recorded, but only progress updates are intended for the stakeholder live page.

Resolve an incident

1. Confirm the underlying condition has cleared and the alarms are no longer firing.
2. Select Resolve.
3. Record a resolution note describing the cause and the fix.
4. Confirm the state changes to Resolved and escalation has stopped.

MTTA and MTTR are calculated from resolved incidents, so close incidents rather than leaving them active.

Reference: what the record holds

• Incident ID
• Workspace
• Service
• Severity
• Status
• Source
• Trigger time
• Current escalation state
• Acknowledgement details
• Resolution details
• Firing alarms
• Severity history