Automating Incident Communication

By predefining the individuals who need to be notified in case of an alert or incident, your process becomes that much more automated and therefore streamlined. Putting your responders and teams together under a service means there's no need to take that extra step of making sure the right people are notified at the right time, altogether decreasing the MTTR.

Core and Responder Notifications

Responders, Responder Teams, Stakeholders, and Subscribers are designated in the details page of a Service.

When an Incident is created you designate the core team and can add additional Responders/Responder Teams.

They are not considered part of the core, so they will not receive a separate alert, only a notification. Once they act on that notification, however, they will be added into the notification flow and receive the relevant notifications thereafter.

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While not part of Automation, if needed you can select the action “Add Team/Recipient" to an alert after it has been created, and can “Add Responder" to an Incident after it’s creation to additionally notify the right people.

Stakeholder Notifications

When creating an Incident or an Incident Template, you can automate the notifications sent to Stakeholders, if any.

Any Stakeholders who are added to the Service will receive the relevant notifications on the Incident.