Declaring an incident

Declare incident on the Incidents page, or from a case: open the case's menu (… at the top right) and pick Declare incident…. From a case, the title is the case's subject, the summary quotes the request, the affected unit is the case's, and the case is linked.

• Title: what requesters notice, in a few words.
• Impact and urgency: the priority follows, and shows below them.
• Affected units: one or more, in one organization. Everyone who can see one of them sees the incident.
• Commander: who leads the response; you, unless you pick someone else or Nobody yet (then it starts as New). The commander must be able to see every affected unit. A new commander gets an email.
• Started: if it began before you noticed. The time you declare it is when it was detected; the targets count from then.
• Category: what it is about, when your admin has set categories up (like Network › VPN).
• Service: what is affected, from the service catalogue. It shows the service's owner and support team, and offers to make the owner the commander. From a case, the case's service comes along. A Tier 1 service suggests high impact. The incident sets the service's status: a P1 is an outage, a P2 or P3 degrades it.
• Show on the status page: with the Status Page plugin, when a portal has one. Give it a public title customers read.
• Summary: internal notes on what is going on, in Markdown.