January 17, 2023
Occasionally you might be presented with a problem you don't fully understand - you think it has the potential to be an incident, but you need to confirm this first. That's why weâve released the ability to create triage incidents!
Incidents in the Triage
status are not considered âliveâ yet, and the incident channel is used as a space for determining whether or not youâre dealing with a problem. Once youâve made your decision (perhaps by bringing other users into the channel or by using decision flows), you can then either:
A normal incident lifecycle might look like this:
But an incident going through triage has extra stages before being promoted to live:
This flow might be familiar to you if you already use our PagerDuty auto-create feature. This update offers the same features, but weâre letting you create those triage incidents manually. So watch out for the new radio buttons on the âCreate an incidentâ modal in Slack:
Your triage incident will look and act similarly to a normal "live" incident: for example, you can escalate or assign roles, and workflows will run (unless you configure them not to). Additionally, the incident will be announced in your default announcements channel. But if you choose to decline or merge a triage incident, weâll:
Weâre really excited about this release because it lowers the bar to creating an incident channel - triage incidents don't require an incident type or severity to be set during creation, so if youâre totally unsure about the problem youâre dealing with, youâre still able to get the right people in the room without worrying about raising a false alarm.
For more details about how triage incidents work, check out the help doc here.
If you've not already seen it, we published a free Incident Management Guide earlier this year. This week, we updated it to include a new section about Insights. This highlights the value that incident data can bring to your business, and how to use it to improve your incident response.
Ready for modern incident management? Book a call with one of our experts today.