Overview

An incident should represent an actionable issue that needs user interaction. Incidents will notify users using the incident workflow. Incidents help organize, automate, and track information related the actionable issue.

Key Items

Metrics

At the top left of the incident page, you’ll notice three clocks.

Incident Clocks

  • Response Time = (Time Acknowledged) - (Time Created)
  • Resolve Time = (Time Resolved) - (Time Acknowledged)
  • Total Time = (Time Resolved) - (Time Created)

Each incident contributes to over all metrics that can be found on the reports page. Namely these metrics are:

  • Mean Time to Response - The average time it takes a user or team to respond to incidents.
  • Mean Time to Resolve - The average time it takes a user resolve incidents.

State

At the top right of the incident page, you’ll notice three state blocks.

Incident State Blocks

  • Status - The status the incident is currently in. Can be open, acknowledged, resolved, or dropped.
  • Urgency - The urgency of the incident. This is specified by the creating user or integration. Can be low, medium, high, or critical.
  • Assigned to - If the incident is in the acknowledged or resolved state this will be assigned to a user. It’s also possible that the incident be in a resolved state without an assigned to user, if an integration auto-resolves the incident.

Logs

In the center right of the page you will see incident logs. The logs are documentation of what happened during an incidents lifecycle.

Many logs are automatically created by PagerTree throughout the incident lifecycle. Additionally, users can create logs by typing a message and clicking send or pressing Enter.

Incident State Blocks

Management

Create an Incident

  1. In the left hand navigation menu, next to Incidents, click the ”+” button to open the create incident form. Create Incident Button
  2. Supply the following information
    • Title - A descriptive title. This will be sent out on all alerts.
    • Description - Provide any additional details.
    • Urgency - The urgency of the incident.
    • Destination Team - The destination team to assign this incident to.
  3. Click Create button. Create Incident Form

Update An Incident

Incidents can only be interacted through the Take Action section of the integration page, or by creating logs.

Take Action On An Incident Create Incident Log

Delete An Incident

Warning! This will delete the incident forever! It will no longer show up on the incidents page. It will also no longer be included in reports.

To delete an incident the incident must be in the dropped or resolved state. Click the archive button in the Take Action section. Archive Incident