An alert source is connected but no incident appears
- Confirm the source is sending an alert.
- Confirm the expected workspace is configured.
- Confirm the alert severity is mapped correctly.
- Confirm the webhook/API key is still valid, if using direct ingest.
- Confirm the corresponding alert rule is enabled.
An incident was raised but nobody was notified
- Confirm the channel in escalation step 1 is currently supported for delivery and has been tested.
- Confirm the on-call calendar covers the time of the incident for that workspace.
- Confirm the level points at a team that has members.
- Confirm those members have completed their channel setup.
- Move the step to a channel that is delivering if it still fails.
A webhook stopped working after changing its key
- Regenerating the API key invalidates the old key immediately.
- Update every sender with the new key.
- Send a test request and confirm a new incident appears.
A member cannot change configuration
- Check the user's workspace role.
- Members can acknowledge and resolve incidents, but administrative configuration requires Admin access.
- Promote the user to Admin only if they genuinely need to change configuration.
The mobile app is not receiving alerts
- Confirm the app is connected to the correct Shankh server.
- Confirm the user is signed in.
- Confirm notification permission is enabled on the device.
- Confirm the device has registered for Shankh push notifications.
- Confirm the user's current product access includes mobile push.
An incident has no AI analysis
- Expected — AI incident analysis is not implemented in Shankh.
- There is no provider picker, key field or model choice to configure.
- The AI summary and AI postmortem in Reports are text templates built from the incident record.
- Alert delivery, escalation, acknowledgement and resolution are unaffected.
Metrics look wrong or incomplete
- Confirm incidents are being resolved rather than left active.
- MTTA and MTTR are calculated from resolved incidents only.
- Encourage the acknowledge → investigate → resolve sequence.
- Re-check the report once the open incidents are closed.
Something else, or you need support
- Shankh does not currently have a dedicated public support channel.
- For general product support, contact hello@frigga.cloud.