The Incident Dashboard is shown as soon as you log in. This is the central console displaying all the incidents which have occurred in your organisation and their current status.
You can filter your open incidents or all the open incidents in the organisation or only the incidents specific to you using the toggle button at the top. Also you can use the filters to filter the incident by status and you can view incident metrics at the dashboard.
By clicking on any incident, you will be taken to its dedicated incident page which shows all the details of the incident.
The Incident message and number are at the top of the page. It also shows the current Status, the Incident Description, Opened time when it got first triggered, to whom it is currently assigned, at what time it got assigned to that squad or schedule or individual and the service impacted due to the incident.
A detailed timeline of all incident actions will appear on the right hand side. The user can use the War Room given below the Incident details to add / remove other users to the incident and collaborate with each other to arrive at a quick resolution for the incident.
There are also options to manually Acknowledge, Reassign and Resolve the incident at the top of the page.
Status of the incident
There are three types of states an Incident can have:
When an incident is open, it will be in the triggered state. Concerned users will get notified when an incident is in triggered state. It will remain in this state until someone acknowledges it.
Incident shifts from Triggered to Acknowledged state when any user acknowledges it. The user can now look into the incident and try to solve it. If the incident is reassigned or escalated to another user, it will go back to a triggered state, until the new user takes responsibility for it and acknowledged the incident.
When an incident is closed, it moves to a resolved state.
Sometimes, the incidents can be in a suppressed state - this happens when the alert notification was not meant to go out for some reason like the service was under maintenance, or same alert has happened >10 (custom) times in last 5 (custom) minutes.