Incident Management

Open the Incident detailed info page. There you can Edit, Acknowledge, Resolve and Reassign an Incident.

Edit Incident

Click on the EDIT INCIDENT button → There you can edit an incident’s Urgency or Description

Reassign Incident

You have the option of reassigning an incident to a different escalation policy or a specific user if it turns out that you or another assigned responder will be unable to address it.

• Reassign to an Escalation: The Incident will be escalated based on the selected escalation policy. This method is ideal because the escalation policy will continue to cycle through escalation rules until a user acknowledges/resolve the incident.
• Reassign to a User: Reassigning the incident to an individual user means that, only that user will receive a notification under the user's notification preferences(rules).

To Reassign an Incident : click on REASSIGN button → Select Type and specific value → Click REASSIGN INCIDENT button

Acknowledge an Incident

Acknowledge an Incident if the Incident has been started to handle by the User.

To Acknowledge an Incident:

Click the ACKNOWLEDGE button

Unacknowledge an Incident

If you have acknowledged an Incident accidentally or you can’t continue to work on the Incident(In this case you can also opt for the Reassign), then you can make the Incident back to the Triggered state. While doing it, the escalation will continue as per the Incident’s current escalation.

To Uncknowledge an Incident:

Click the UNACKNOWLEDGE button

Snooze an Incident

Snoozing an incident temporarily suppresses alerts and notifications until the selected interval or a specific date and time. Once the snooze period expires, the incident will automatically re-trigger, and the escalation process will restart.

To Snooze an Incident:

1. Click the Snooze button
2. Select the specific time or interval.

Resolve an Incident

Resolve an Incident if the Incident is taken care of successfully. You can enter a Comment if needed. It will be displayed under the Activity table under the Incidents tab.

To Resolve an Incident:

1. Select the RESOLVE button
2. Enter Comment(Optional)
3. Select the RESOLVE INCIDENT button