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Custom Workflows

Configure custom incident statuses to match your team’s response workflow.

Prerequisites

  • Project Manager, Owner, or Admin role

Creating a Custom Status

1. Open Incident Settings

Navigate to your project, then go to Settings and select the Incidents section.

2. Find the Statuses Configuration

Locate the Statuses section which shows your current status list.

3. Add a New Status

Click Add Status and enter the status name.

4. Save Changes

The new status is immediately available for use on incidents.

Reordering Statuses

Drag and drop statuses to change their order. The order affects:

  • How statuses appear in dropdown menus
  • Column order in Kanban view

Renaming a Status

Click on an existing status to edit its name. The change applies to all incidents using that status.

Deleting a Status

Remove a status by clicking the delete icon. You can only delete statuses that are not currently in use by any incident.

Setting the Closed Status

1. Identify the Terminal Status

Decide which status represents a closed or resolved incident in your workflow.

2. Designate as Closed

Toggle the “closed” designation on your chosen status.

What the Closed Designation Does

  • Stops the incident timer for MTTA and MTTR calculations
  • Removes incidents from the Kanban board after 2 weeks
  • Signals completion in reports and filters

The status name does not need to be “Closed”. You can use any name like “Resolved”, “Complete”, or “Done”.

Best Practices

Keep it simple Use 3 to 7 statuses. More statuses add complexity without improving clarity.

Use familiar terms Match the terminology your team already uses in other tools.

One closed status Only one status can be designated as closed. Choose the one that represents true completion.

Example Workflows

Simple Workflow

  1. Open
  2. In Progress
  3. Resolved (closed)

Detailed Workflow

  1. Identified
  2. Investigating
  3. Mitigated
  4. Monitoring
  5. Resolved (closed)

Result

Your custom statuses appear in all incident forms and views. Incidents can be moved through your custom workflow.