Help Center/Responding to incidents

Acknowledge and resolve

Acknowledging says you have the incident. Resolving says it’s fixed. This article covers both and every place you can do them.

The two buttons on an incident.

Acknowledge

Acknowledge means “I’ve got this”. It makes you the assignee, stops the escalation, and everyone can see it. You can acknowledge from:

  • The link in the SMS.
  • Acknowledge on the incident page.
  • Acknowledge on an incident’s row on Home, Incidents or On-call.
  • The Slack buttons.
  • Dragging the card to Active on the board.

Acknowledging twice does nothing extra.

Resolve

Resolve when it’s fixed. Press Resolve on the incident page or in Slack, or drag the card to Done. Resolving also stops the escalation, even if nobody acknowledged.

Resolved is final in the app

You can’t reopen a resolved incident by hand. If a connected tool fires the same alert again, it reopens by itself. See When an alert fires again.

Coming soon: reassigning to someone else and changing severity from the app.

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