Escalating

Escalating

Sometimes, you need to pull in someone else to help resolve an incident, or when you realise the blast radius is a little larger than anticipated.

Enabling Escalations

Mentioning people in Slack is good for this, but if you're managing an on-call rota using one of our two supported providers PagerDuty or OpsGenie, we can do you one better and help you page someone from directly within Slack.

The exact setup process differs slightly for each integration, so please ensure you're followed the relevant guide before continuing:

PagerDuty
PagerDuty
Opsgenie
Opsgenie

Escalating

Escalating is as simple as typing /incident escalate. If you've already set up one of the two supported integrations, we'll present you with a button to escalate, otherwise we'll walk you through installing them.

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You'll be presented with a modal asking what's wrong. This will typically what gets included in any escalation alerts, notifications or phone calls, so it's worth spending a moment making it descriptive.

Where we can, we'll show whatever is configured in OpsGenie and Pagerduty, so if you've set different escalation policies for different services, we'll show you those by default.

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Once you've escalated, we keep you updated on what we've done, and when you can expect someone to join.

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Escalating more than once

If you need to escalate again, perhaps to bring in someone else, it works the same way as before but you'll see a slightly different modal. Just pick whichever person or team you're after, and we'll handle the rest.

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Escalations on the Timeline

Escalations, like many actions you perform in incident.io are persisted to your incident timeline, to be exported and analysed later.

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