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Incident Automations

Automatically respond to incidents based on rules you define.

Create automations to handle common incident tasks automatically. Set up rules that trigger actions based on incident conditions.

What Are Incident Automations?

Incident automations are built using a simple if/then structure:

  • Conditions: What must be true for the automation to run
  • Actions: What happens when the conditions are met

Automations run when incidents are created or updated.

When to Use Automations

Use automations for tasks like:

  • Adding labels or comments based on conditions
  • Sending additional notifications
  • Escalating after time delays
  • Triggering actions based on incident properties

Example Use Cases

  • When an incident is created with severity Critical, send an alert to the on-call engineer
  • If an incident is tagged with #customer-impacting, notify the Customer Success team
  • If the status changes to Resolved, automatically post an update
  • After 10 minutes of no activity on a High severity incident, escalate to a manager

How to Create an Automation

  1. Go to Project Settings → Automations
  2. Click New Automation
  3. Define:
    • Trigger conditions (e.g., severity = High, tag = #p0)
    • Actions (e.g., send alert, add comment, notify user)
  4. Save and enable the automation

You can create multiple automations per project.

Trigger Conditions

Conditions can be based on:

  • Severity
  • Status
  • Labels
  • Time elapsed since creation or last activity
  • Linked Catalog items (e.g., specific services)
  • Custom fields (if defined)

You can define multiple conditions per automation using AND/OR logic.

Supported Actions

Actions include:

  • Send a notification to a user or team
  • Post a comment in the incident thread
  • Add a label to the incident
  • Assign a user (coming soon)
  • Delay and retry logic for follow-ups (included at launch)
  • Trigger an external webhook (planned post-MVP)

You can define multiple actions per automation rule.

Delayed Actions

Some automations support delayed execution—for example:

  • If the incident remains Unacknowledged for 10 minutes, send a reminder.

This helps nudge teams into action without overwhelming them with alerts right away.

Managing Automations

  • You can enable/disable automations at any time
  • Only Project Managers, Owners, or Admins can create/edit automations
  • All triggered automation activity appears in the automation history for transparency

Summary

  • Automations let you define custom rules to react to incident changes or inactivity
  • Escalation Paths handle initial alert routing and responder engagement
  • Use Automations for more detailed, rule-based actions beyond basic notification
  • Automations are fully customizable per project and support delayed actions

Learn more