An incident arrives either automatically from a monitoring system or is raised by hand. The moment it opens it is assigned to whoever is on call and they are notified.
- 1The incident opens → it is assigned to the current responder and they are notified.
- 2The responder acknowledges it — signalling they are on it.
- 3Once the problem is gone, the incident is resolved.
- 4If the acknowledgement window passes with no answer, escalation fires and managers are notified.
Notification channels
Chosen per rotation: in-app notification, WhatsApp message, or a webhook into your own system. In-app and WhatsApp are the defaults.
The linked task
Each incident also creates a task in the “Incidents” project — so incidents appear in the general flow of work and land in reports.
If the same problem keeps firing, no second incident opens — the existing one's repeat counter goes up.