Managing Incidents

Effective incident management keeps your users informed.

Creating an Incident

1. Go to Incidents > New Incident
2. Select affected components
3. Choose severity (minor/major/critical)
4. Write a clear title describing the issue
5. Add initial update explaining the situation

Incident Lifecycle

1. Investigating: Initial response, gathering information
2. Identified: Root cause found, working on fix
3. Monitoring: Fix deployed, watching for stability
4. Resolved: Issue confirmed fixed

Best Practices

Be Transparent

• Acknowledge quickly, even if you don't have details
• Use plain language your users understand
• Give realistic timeframes

Update Regularly

• Post updates every 30 minutes during active incidents
• Even "still investigating" is better than silence

Learn from Incidents

• Conduct post-mortems for major incidents
• Share learnings with your team
• Update runbooks with new procedures