Merge Incidents

Seamlessly merge related incidents created for the same issue for streamlined notifications and resolutions.

When a major incident occurs, there are usually multiple incidents created for the same issue. All these incidents created for a single issue can be associated and linked together under one main Incident.

Merging more than one incident into a single incident streamlines the notification and resolution process. Merging incidents also allows you to consolidate information into a single incident, helping responders identify an issue’s root cause and impact.

Note: This feature will be available for accounts in the Pro, Premium, and Enterprise plans.

Note: A merged incident would be represented using the symbol shown below.

On the Incident List

On the Incident List page, you can merge two or more open (triggered or acknowledged) incidents (children) with one representative (parent) incident.

Important:

1. Incidents across different services can be merged.

2. Two parent incidents cannot be merged together.

3. All the selected incidents merged into a parent incident will be marked as suppressed.

4. Merging incidents will mark SLO-affected child incidents as false positives.

5. Once the parent incident is resolved, child incidents cannot be unmerged from it.

Note:

The child incidents that have been suppressed will now live under the parent incident that represents them, and hence will not be shown on the Suppressed tab of the Incident List.

To merge incidents on the Incident List:

1. Navigate to the Incidents List page -> Select two or more triggered or acknowledged incidents from the Incident List.

2. Click Merge Incidents -> In the side panel, select a parent incident. You can select between the existing incidents or create a new incident.

3. Next, click Merge Incidents, and you're done.

The Incident List will then show only a single incident.

Image. Merge Incidents

Image. Select or Create a parent Incident

Image. Merged Incident in Incident List

Review Child Incidents

To review the child incidents,

1. Navigate to the Incidents List page -> Click on the parent incident.

2. In the Incident Details page, navigate to the Child Incidents section.

3. You can review the Incident Message, Service, Alert Source, and Created At date for the child incidents.

4. You can unmerge any incidents from here.

Image. Review Merged Incidents

Image. Child Incidents section in Incident Details

Unmerge from Parent Incident

To unmerge incidents from the parent incident,

1. Navigate to the Incidents List page -> Click on the parent incident.

2. In the Incident Details page, navigate to the Child Incidents section.

3. On hover, click Unmerge -> Unmerging will re-trigger this incident and it will be assigned to the last assignee, by default. You can choose to send a notification to this assignee by enabling the checkbox. If you wish to assign the incident to yourself, you can do so by enabling the checkbox. However, if the last assignee for that incident has been deleted, you will have to compulsorily assign the incident to yourself in order to unmerge.

4. Click Unmerge.

Image. Unmerge incidents

Image. Assign Unmerged Incidents

Unmerge from Child Incident

Furthermore, you have the option to unmerge a child incident by accessing its Incident Details.

1. Navigate to the Child Incidents section -> Select the specific incident you want to work with.

2. Access the detailed view of the chosen child incident -> Click Unmerge.

3. Unmerging will re-trigger this incident and it will be assigned to the last assignee, by default. You can choose to send a notification to this assignee by enabling the checkbox. If you wish to assign the incident to yourself, you can do so by enabling the checkbox. However, if the last assignee for that incident has been deleted, you will have to compulsorily assign the incident to yourself in order to unmerge.

4. Click Unmerge.

Image. Unmerge incidents

Image. Child's Incident Detail

Image. Assign Unmerged Incidents

Have any questions? Ask the community.