New ways to track MTTA

It's vital for organizations to have responders that can quickly respond to a page and take action, reducing downtime and improving reliability. So, we understand why measuring responsiveness, specifically Mean Time to Acknowledge (MTTA), is so important.

We have now added two new ways to track MTTA for our native On-call solution. This includes:

A new Insights pane on the Pager Load dashboard - This shows mean and median time to ack for escalations, plus a breakdown by user.
A native "First escalation acknowledged at" incident timestamp - For customers using both our On-call and Response products, we have a new timestamp option that automatically sets when the first escalation on an incident is acknowledged. No workflows required!

Viewing team-owned resources within your team view

We've added a new Settings tab to the team view which will make it easier for teams to see all their owned resources in one place. This can be much easier than having to sift through your entire organization's list of alert routes, source or escalation paths.

In addition, you’ll be able to adjust your team settings here (if you have permissions!), including team name or deleting the team.

ServiceNow improvements

We've added support for setting custom fields on incidents in ServiceNow. This means that you will have a lot more configurability around which fields are set and what they are set to within your incident tickets. As with our other integrations (Jira, Linear, etc.), you can use expressions to pull data from the incident.io incident and put it in a field on the ticket in your external system.

To make the ServiceNow integration easier to use, we've also added the ability to pull more data from ServiceNow in to the catalog. If your incident table in ServiceNow references a different table - for example a table that contains product areas - you can sync those product areas in to the catalog. This lets you build a custom field in our platform using those values, so you know that when you export a ticket to ServiceNow, you'll be using valid values!

What else we’ve shipped

New

You can now notify Slack channels about private alerts, so long as the channel is private
If you escalate a private alert to an escalation path, we'll now use "Notify channel" levels on your escalation path, so long as that channel is private
When creating an override for a schedule, you can now select users who don't yet have an on-call seat. This will automatically grant an on-call seat to the user, if available
We support new Asana and GitLab URL schemas when linking follow-ups
You can now duplicate schedule rotations - which can be useful if you want to create a new rotation with similar working hours on different days
You can edit the order of your schedule rotations by clicking and dragging them
You can now share alerts from the mobile app
You can now edit your notification rules for on-call in the mobile app

Improvements

We've updated some third party dependencies for the catalog importer
Edited titles of timeline items now showing in the new post-mortem editor
We now maintain drawer links when editing an alert source, making it easier to share edit links or go back to a previous editing step
We've tidied up the alert source set up screens to give the content more space
We've improved the appearance of Labels alert attributes in the mobile app - you can also now tap on a row to view the key/value in full and copy its contents
You can now click on URLs in Labels alert attributes to open them in your browser - both on web and in the mobile app
Alert attributes using the Labels type no longer take up multiple lines in a list view, instead you can hover over them to view their full content
Improved the Zendesk re-authentication prompt

Bug fixes

Tooltips that sometimes remained visible after tabbing away now get hidden correctly
Fixed an issue where if your post-mortem was previously external and you set it to the in app editor you couldn't rearrange the sections
Fixed an issue where new catalog entries would sometimes have an unneeded prefix rendered in the select box
We've fixed an issue where hovering on a schedule's shift would show the incorrect start time if it began before the current time window you were viewing
We've fixed an issue where the Acknowledge button might still show on Slack escalation messages that no longer needed Acknowledging in some rare race conditions
We've fixed an issue where catalog entries could be inadvertently unarchived when making changes to newer entries with the same external ID
Improved handling of scheduling changes to debrief placeholders
Fix formatting when exporting AI generated incident summary to Jira
Don't deactivate Slack guest accounts when they log in with SAML
Fix an issue where we always prompted you to save our contact card in the mobile app, even if you'd already saved it