Priority and Severity
Determine and set incident's priority to indicate urgency and severity to indicate possible damage
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.
Priority
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
Severity
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.
Once set, we will remember the severity and priority when the incident occurs in the future.
Setting priority and severity
There are multiple ways to assign these properties to an incident.
From dashboard
Select incidents and the options for priority, severity, and mute will be available for you.
From Incident page
You will find these options on the incident page for both priority and severity.
From integrations (automated)
Integrations like Azure send priority and severity with their incident details. We will acknowledge this and overwrite your incident's priority and severity.
You can also send priority and severity with webhook integration. Learn more
F.A.Q
Should I set both 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.
Who has access to set and unset?
Everyone. There is no access control because we believe tackling incidents is a team effort.
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