Declaring Incidents

When a production system fails, declaring an incident is the fastest way to communicate the state to your applications and users.

How to Declare an Incident

You can declare a new incident in two ways:

1. From the Global Incidents Page: Click Start Incident and select the impacted applications.
2. From the Application Details Page: Click Start Incident from the Hero Section to automatically associate the incident with the current application.

Incident Configuration

When declaring an incident, you will configure:

• Operational State: (Outage or Degraded).
• Impacted Capabilities: Choose whether the entire application is impacted, or only specific capabilities (e.g., just the payments module).
• Customer Message: (Optional) Provide a public-facing message that can be displayed within your application UI via our SDKs.

Managing the Incident Room

Once an incident is active, the Incident Room becomes the source of truth for the event. The incident is highly dynamic, allowing you to adapt to the evolving situation:

• State Transitions: An active incident can change its operational state to a higher severity (e.g., Degraded to Outage) or a lower severity at any time.
• Dynamic Scope: Impacted Capabilities and Applications can be added to the scope or removed at any time as the blast radius changes.
• Customer Message: The Customer Message can be continuously updated to follow incident progress.
• Operational Notes: Append internal, operational notes to maintain a chronological record of the investigation.
• Timeline: The timeline automatically tracks all major events (e.g., "Customer Message Updated", "Application Added to Incident").
• Resolution: Once the issue is mitigated, clicking Resolve Incident will immediately restore the application state back to Operational.