First look: behind the scenes building an AI incident responder.
Smart escalation paths for improved incident handling
June 11, 2024
Our new Escalation paths allow you to configure how and when people should be escalated to depending on priorities and working hours. With Smart escalations you can:
- Configure when people should be escalated to based on priority and/or working hours - No need to wake someone up for a P3
- Choose what escalation levels should be notified with high or low urgency - If an alert is important, wake the person up immediately. If not, delay paging them until the next day
- Configure your own notifications for high and low urgency - Choose the methods that work for you like a call, SMS and an app notification for high urgency, and just a Slack message when it’s low!
More generally, you’ll be able to create branches with conditions to set how the escalation should act. And if you want to use priority as a branching condition and not just working hours, you can bring priorities from your alert source like P1, P2 and P3 or create them in incident.io
🚀 What else we’ve shipped
New
- Policies can now be configured to exclude weekends, for more accurate reporting
- Specify which schedule rotation you are covering for in a synced calendar feed
- Incident reporter is now available as a variable in nudges
- Nudges in your Slack channel now come with a "View nudge" option
- We’ve added Chronosphere as an alert source
Improvements
- Clarified call to action in Slack modal for connecting an alert to an incident
- Clarified call to action on an unverified phone number you've added as a contact method in your on-call notification preferences
- When filter Insights by user, you can now search by full name as well as Slack display name
- Assistant can now use line breaks to make responses easier to read
- Exact matches now appear at the top when you search catalog entries
- You can now add the incident reporter as a debrief invitee
- We now show which template an incident issue was created from when hovering over the badge
- The contents of forwarded messages are now included on the timeline and in actions created
- Rich text, such as bullet point lists, can now be used within debrief event descriptions
- Improved the error messages shown when a post-mortem document failed to create
- Improved the loading state when creating a post-mortem
- Fixed a text overflow issue that occurred when viewing schedules in the 30 day view on small screens
Bug fixes
- Removed a transient loader on the schedule page on first load
- Re-ranking catalog types would occasionally time out, but not any more
- Sharing incident learnings no longer squashes rich formatting like lists
- Fixed a bug where some dropdowns were not scrollable
- Deleting a workflow will no longer show you a prompt for unsaved changes
- You can now duplicate post-incident flows containing expressions