Improved Scribe error handling

Scribe is one of those tools that once you’ve started using it, you just can’t live without. With that in mind we’ve spent some time greatly improving the resilience of incident calls and Scribe, while also ensuring we surface clearer, more actionable errors to users.

So, we’ve added:

• Improved state handling and automatic retries, where possible
• Support documentation for common issues when setting up Scribe
• If Scribe does experience an error, we highlight the issue and provide links to the relevant support documentation
  • Note: This will be visible on the main incident page for the affected call as well as in the call notes drawer
• Callouts on the incident page if a call has limited capabilities due to missing permissions

Adjust who receives cover requests

Previously, when asking for a cover request, we'd default to asking everyone on your schedule. However, this could sometimes be quite limiting as you might want to ask folks outside of your team, or remove anyone that might be on holiday.

Now, when you search for a time and choose a schedule, we'll default to asking everyone on the schedule, but you can customize who will get the final request.

Continue to page multiple people (or not) once acknowledged

You can now choose what should happen once someone acknowledges an escalation, if multiple people have been paged. Previously, we'd keep notifying anyone who'd already been notified until they acknowledged. Now, you have the option to cancel any further notifications for anyone else, even if they've already been paged.

The "Continue paging" version, which was the previous default, is useful in situations where you might have someone shadowing and you want them to acknowledge as if they were actually on-call. The "Stop after first ack" version, which is new, is useful if you just want the first person to acknowledge and want to reduce interruptions for others in the schedule or escalation path.

🚀 What else we’ve shipped