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Update Incident Details

As you investigate and work toward resolution, keep the incident record current.

Accurate details help stakeholders stay informed, trigger the right automated workflows, and create a reliable record for post-incident review.

Edit Incident Fields​

  • Use the pencil icon next to any field to edit it inline (severity, assignee, affected services, etc.).
  • Click Edit on the Incident Summary to update the description with new findings or context.
  • Click Save after making changes.

Update fields whenever the situation changes — for example, if you discover additional affected services or need to reassign the incident to another responder.

Update Incident Status​

Keep the status current as you work through the incident. Status changes are visible to all stakeholders and may trigger automated workflows.

StatusMeaning
InvestigatingYou're actively looking into the issue.
IdentifiedRoot cause or a contributing factor has been found.
MonitoringA fix has been applied; you're watching for stability.
ResolvedThe incident is closed.

Change the status from the incident details page by clicking the status field and selecting the new value.

Add Key Events​

Key events mark important milestones: root cause identified, mitigation applied, service restored, a decision to escalate, an external communication sent, etc.

  1. Click Add Key Event on the incident details page.
  2. Type a description of what happened.
  3. Click the check mark to save.
  4. Click Save from the top right.

Key events appear in the incident timeline and are used by the AI Scribe Agent when generating post-incident summaries. Adding them as they happen — rather than reconstructing after the fact — produces a more accurate record.

Best Practices​

  • Update status as soon as the phase changes — don't wait until resolution to batch-update. Real-time status drives stakeholder confidence and automated workflows.
  • Be specific in key events — "Identified root cause: connection pool exhaustion on db-primary-01" is far more useful than "Found the issue."
  • Reassign when appropriate — If you've identified that the incident belongs to another team or specialist, update the assignee and notify them.