Modify Information
After an incident triggers, its symptoms may become clearer over time. You can modify key information like the incident title to make it more accurate than the original alert information.- Modify Incident Title
- Modify Incident Severity
- Modify Incident Description and Impact
Acknowledge Incident
You have three ways to acknowledge a newly triggered incident.- Acknowledge via Console
- Acknowledge via IM App
- Acknowledge via Voice Call
- Single Acknowledge: Click incident details in console, click Acknowledge button to complete
- Batch Operation: In console incident list, select multiple triggered incidents, click Acknowledge button for batch acknowledgment
Unacknowledge Incident
Once anyone acknowledges, incident progress changes from “Triggered” to “Processing”. Others acknowledging won’t change the progress. After acknowledging, you can choose to Unacknowledge, useful for accidental acknowledgments. When all acknowledged personnel unacknowledge, incident reverts to Triggered status.Progress and MTTA
You can view each person’s assignment time and acknowledgment time in the console. We calculate incident MTTA as follows:| Metric | Description |
|---|---|
| MTTA Definition | Mean Time to Acknowledge, average acknowledgment time, the average difference between acknowledgment time and trigger time |
| Individual MTTA | For the same incident, each person can have different assignment and acknowledgment times, so each person’s MTTA calculation differs |
| Overall Incident MTTA | Only calculates the difference between incident trigger time and first acknowledgment time |
Snooze
After acknowledging an incident, responders may need time to investigate and handle it. Snooze can temporarily stop the incident from escalating per the expected escalation rule. After acknowledging, you can set a snooze duration like 2 hours, 4 hours, or a custom expiration time within 24 hours.- Snooze via Console
- Snooze via IM App
Click incident details in console, click Snooze button, select snooze duration, done.
Close Incident
You have multiple ways to close an incident.- Close via Console
- Close via IM App
- Single Close: Click incident details in console, click Close button to complete
- Batch Operation: In console incident list, select multiple triggered incidents, click Close button for batch closure
Reopen Incident
Manually closing an incident changes progress to Closed. You can click Close in any status. Once manually closed, associated alerts stop merging new events. If alerts haven’t recovered in the original monitoring system, new notification events may occur, triggering new alerts and incidents in Flashduty On-call. You can reopen accidentally closed incidents. After reopening, incident reverts to Triggered status and re-initiates assignment and notification.Merge
You can manually merge between incidents, or between incidents and alerts. Merging similar alerts and incidents together consolidates information into the same incident, accelerating the handling process.| Operation | Description |
|---|---|
| Merge Incidents | Select multiple incidents in console and merge into a target incident. Or in an incident’s details, select other target incidents to merge into |
| Merge Alert to Incident | Alerts may be grouped into incidents by grouping rules, but you may want to adjust alert-incident associations. Go to alert details, click Merge Into, migrate the alert to target incident |
The essence of merging is: changing alert-incident associations. If all alerts of an incident merge into others, that incident closes directly, and you only need to handle the target incident. Timeline completely records your modification process.
FAQ
I snoozed an incident, why does the system still trigger new similar incidents?
I snoozed an incident, why does the system still trigger new similar incidents?
You may have confused Snooze with Silence, they’re quite different.
If you need to suppress an alert policy, use Silence, not Snooze.
| Feature | Description |
|---|---|
| Silence | Requires matching rules; when newly triggered incidents match silence rules, notifications won’t be sent. Silence rules can affect new incident trigger notifications |
| Snooze | No rules required; only gives you time to handle the incident after acknowledging, preventing escalation to next level responders during handling |