Start from a monitor
HTTP, cron and browser monitors linked to a service can open incidents on failure and resolve them on recovery when the service creates incidents automatically.
The Site Qwality platform
Incident management
Give every incident a clear timeline. Bring the signal, the response and the customer updates together, from the first alert to resolved.
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- One timeline
- Keep a record of the response
- Three levels
- Minor, major and critical
- Status pages
- Publish customer-facing updates
A response your team can follow.
Keep the current state visible and the history intact. Everyone should be able to see what changed and where the investigation stands.
Make progress visible
Move through investigating, identified, monitoring and resolved with timestamped updates and an explicit severity.
Keep customers informed
Link affected services and publish updates to your status page, so the response has a clear public home.
A timeline, not a trail of chat messages.
Follow an example incident from first report to recovery.
The workflow / 01
Name the issue. Set the severity.
Create an incident around the affected service. Set its severity and record the first update so the team has a common starting point.
Checkout incident / exampleExample
- 09:42
- Monitor failure detected
- Severity
- Major
- Affected service
- Checkout API
- Status
- Investigating
The first update records what is known, without implying a cause before it is identified.
The workflow / 02
Keep the current state explicit.
Add updates as you identify the problem and apply a fix. Carry relevant updates onto your status page for customers following along.
Incident updates / exampleExample
- 09:46
- Issue identified
- 09:51
- Fix applied
- Status
- Monitoring
- Customer update
- Recovery being verified
Each update remains in the incident timeline.
The workflow / 03
Close with a useful record.
Resolve the incident after recovery. Keep the timeline, severity and updates available for the next review or customer question.
Recovery / exampleExample
- 09:58
- Service recovered
- Status
- Resolved
- Affected service
- Checkout API
- History
- Updates retained
The incident record keeps the investigation and recovery updates together.
Can incidents open automatically?
Yes. HTTP, cron and browser monitors linked to a service can open incidents on failure and resolve them on recovery when the service creates incidents automatically.
Which severity levels are available?
Minor, major and critical. The incident lifecycle is investigating, identified, monitoring and resolved.
Does this include a postmortem editor?
No. The timestamped incident timeline is retained, but structured postmortem templates and action-item tracking are not available today.