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Labels and Statuses

Customize and apply labels and statuses to organize and track your incidents.

Labels and statuses give your team structure and clarity when managing incidents. You can filter by them, automate based on them, and use them to communicate progress across the organization.

Incident Statuses

Statuses reflect where an incident is in its lifecycle.

Common examples:

  • Identified — The problem has been recognized, but not yet fully investigated
  • Investigating — The team is working to understand the root cause
  • Mitigated — A fix is in place, but monitoring continues
  • Resolved — The issue has been fixed and validated
  • Closed — Final state, often used after a postmortem or when documentation is complete

Statuses are fully customizable per project. You can:

  • Add new statuses
  • Rename or reorder existing ones
  • Choose which statuses appear in the Kanban view
  • Define which status is considered “Closed” (regardless of its name)

The status name does not determine whether it is treated as closed. You explicitly choose which one counts as the terminal state.

What the “Closed” Status Affects

When you designate a status as “Closed” in Project Settings → Incidents → Statuses, it changes how the system behaves:

  • The incident timer stops, which feeds into reporting and MTTA/MTTR
  • The incident will fall off the Kanban board automatically after 2 weeks
  • Reporting will reflect the time taken to reach the closed state
  • Certain notifications or automation rules may be suppressed

This setting allows full control, even if your team uses a different term like Completed, Finalized, or Postmortem.

Changing an Incident’s Status

You can change an incident’s status from:

  • Kanban View – Drag the incident to a new column
  • List View – Use the status dropdown
  • Detail Panel – Update the status directly at the top

Each change is recorded in the incident timeline for full auditability.

Incident Labels

Labels help you categorize incidents for easier tracking and filtering.

Examples:

  • network
  • customer-impacting
  • p0
  • third-party

Incidents can have multiple labels and be filtered by one or more.

Managing Labels

  1. Go to Project Settings → Incidents → Labels
  2. Add, rename, remove, or reorder
  3. Labels are shared across all incidents in the project

Labels support color coding for improved visibility.

Using Labels and Statuses Together

  • Statuses represent progress (where an incident is)
  • Labels represent context (what kind of incident it is)

You can filter, report, and automate based on either—or both.

Summary

  • Statuses are customizable and track the incident lifecycle
  • Labels add flexible context for filtering and categorization
  • You explicitly choose which status is treated as “Closed”—its name can be anything
  • The closed designation affects the timer, Kanban display, and reporting

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