Not all incidents are critical or need to be resolved immediately. To help understand an incident better, we bring you two critical components to every incident - Priority, and Severity.
Assign a priority to your incident to indicate the urgency to resolve it. If the incident repeats itself, the set priority will be automatically assigned.
Available priorities are -
P1 - Urgent
P2 - High
P3 - Medium
P4 - Low
P5 - Info
Setting priority is a great way to indicate to your team the urgency to fix it. Additionally, you can setup alert rules to take actions automatically when the incident repeats itself. Example: P1 - Billing service downtime P2 - DB server running out of storage space
Assign severity to indicate the severity of damage to your systems.
Available severities are -
SEV1 - High
SEV2 - Medium
SEV3 - Low
Data leaks / Website service down is a good example of SEV1 - High severity.
There are multiple ways to assign these properties to an incident.
Select incidents and the options for priority, severity, and mute will be available for you.
You will find these options on the incident page for both priority and severity.
Integrations like Azure send priority and severity with their incident details. We will acknowledge this and overwrite your incident's priority and severity.
It's recommended to do so, at least for critical incidents. However, if you would like, you can choose to only use one.
Everyone. There is no access control because we believe tackling incidents is a team effort.