Creating and Managing Incidents

Create an incident

1. Go to Incidents in the sidebar.
2. Click Create Incident.
3. Enter an Incident Title and choose a Severity.
4. Under Affected Services, select at least one service.
5. Write the Initial Update Message.
6. Click Create Incident.

New incidents start as Investigating.

Severity levels

Severity also sets the status of the affected services:

• Minor: Degraded performance, minor feature issues. Services show Degraded Performance.
• Major: Partial outage, significant impact. Services show Partial Outage.
• Critical: Major outage, service completely down. Services show Major Outage.

Incident statuses

• Investigating: You're aware and looking into it.
• Identified: You've found the root cause.
• Monitoring: A fix is deployed and you're watching for recurrence.
• Resolved: The issue is fixed.

Posting updates

Open an incident and use the Post Update form. Pick a Status, write a Message and click Post Update. Each update can change the status.

Moving between Investigating, Identified and Monitoring doesn't change the affected services. When you resolve the incident, with Resolve or a Resolved update, its services return to Operational unless another open incident still affects them. Delete removes the incident and resets its services the same way.

Automatic incidents

For services with a monitor URL, uptime monitoring opens an incident for you after three failed checks in a row. The incident is titled Automated: <service name> is down, and the service is set to Major Outage. When the service answers again, the incident resolves on its own.

Subscriber notifications

When you create an incident or post an update, including Resolve, every confirmed subscriber who signed up on your status page gets an email. Automatic outage incidents send one too. Deleting an incident sends no email.