Coordinate Response and Reduce Downtime
When monitoring detects an issue, incident management takes over—creating incidents, tracking resolution progress, coordinating team response, and communicating with stakeholders. Organized incident handling reduces resolution time and prevents chaos during outages.
Key Features
Incident Tracking
Automatically create incidents from monitoring alerts. Track status and resolution.
Status Communication
Publish status updates to public status pages to keep customers informed.
Resolution Tracking
Measure time to detection, acknowledgment, and resolution for each incident.
Frequently Asked Questions
Incident management tracks outages from detection to resolution. It records what failed, when it was detected, who was notified, what actions were taken, and how long until recovery. This creates accountability, prevents duplicate work, and provides post-incident analysis to prevent recurrence.
It prevents chaos during outages. Instead of multiple team members investigating the same issue or missing critical steps, incident management provides a single source of truth. Everyone sees incident status, assigned owners, and resolution progress. This coordination reduces mean time to resolution (MTTR) by 40-60%.
Essential fields: incident start time, affected services, severity level, assigned responders, communication timeline, actions taken, root cause, resolution time, and post-mortem notes. This creates an audit trail for compliance and learning database for preventing future incidents.
Use severity levels: P0 (critical - complete outage, revenue impact, security breach), P1 (high - major degradation), P2 (medium - minor issues), P3 (low - cosmetic problems). Critical incidents get immediate escalation and all-hands response. Lower priority incidents can wait until business hours.
Yes. When monitoring detects an outage, it should auto-create an incident ticket. This ensures nothing gets missed, creates automatic timestamps for SLA tracking, and triggers escalation policies if incidents aren't acknowledged within defined timeframes.
It captures the complete incident timeline automatically: when the problem started (often before detection), who was notified, response actions, and resolution. This data enables blameless post-mortems focused on systemic improvements rather than reactive firefighting. Teams learn from every incident to prevent recurrence.