193 lines
7.8 KiB
Markdown
193 lines
7.8 KiB
Markdown
---
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stage: Monitor
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group: Respond
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info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/product/ux/technical-writing/#assignments
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---
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# Incidents **(FREE)**
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An incident is a service disruption or outage that needs to be restored urgently.
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Incidents are critical in incident management workflows.
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Use GitLab to triage, respond, and remediate incidents.
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## Incidents list
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When you [view the incidents list](manage_incidents.md#view-incidents-list), it contains the following:
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- **State**: To filter incidents by their state, select **Open**, **Closed**,
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or **All** above the incident list.
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- **Search**: Search for incident titles and descriptions or [filter the list](#filter-the-incidents-list).
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- **Severity**: Severity of a particular incident, which can be one of the following
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values:
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- **{severity-critical}** Critical - S1
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- **{severity-high}** High - S2
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- **{severity-medium}** Medium - S3
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- **{severity-low}** Low - S4
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- **{severity-unknown}** Unknown
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- **Incident**: The title of the incident, which attempts to capture the
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most meaningful information.
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- **Status**: The status of the incident, which can be one of the following values:
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- Triggered
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- Acknowledged
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- Resolved
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In the Premium or Ultimate tier, this field is also linked to [on-call escalation](paging.md#escalating-an-incident) for the incident.
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- **Date created**: How long ago the incident was created. This field uses the
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standard GitLab pattern of `X time ago`. Hover over this value to see the exact date and time formatted according to your locale.
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- **Assignees**: The user assigned to the incident.
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- **Published**: Whether the incident is published to a [status page](status_page.md).
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For an example of the incident list in action, see this
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[demo project](https://gitlab.com/gitlab-org/monitor/monitor-sandbox/-/incidents).
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### Sort the incident list
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> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/229534) in GitLab 13.3: incidents are sorted by created date by default.
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The incident list shows incidents sorted by incident created date, showing the newest first.
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To sort by another column, or to change the sorting order, select the column.
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The columns you can sort by:
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- Severity
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- Status
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- Time to SLA
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- Published
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### Filter the incidents list
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To filter the incident list by author or assignee, enter these values in the search box.
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## Incident details
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### Summary
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The summary section for incidents provides critical details about the
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incident and the contents of the issue template (if [selected](../metrics/alerts.md#trigger-actions-from-alerts)). The highlighted
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bar at the top of the incident displays from left to right:
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- The link to the original alert.
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- The alert start time.
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- The event count.
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Below the highlight bar, a summary includes the following fields:
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- Start time
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- Severity
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- `full_query`
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- Monitoring tool
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The incident summary can be further customized using
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[GitLab Flavored Markdown](../../user/markdown.md).
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If an incident is [created from an alert](../metrics/alerts.md#trigger-actions-from-alerts)
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that provided Markdown for the incident, then the Markdown is appended to the summary.
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If an incident template is configured for the project, then the template content is appended at the end.
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Comments are displayed in threads, but can be displayed chronologically
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[by toggling on the recent updates view](#recent-updates-view).
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When you make changes to an incident, GitLab creates [system notes](../../user/project/system_notes.md) and
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displays them below the summary.
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### Metrics **(PREMIUM)**
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> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/235994) in GitLab 13.8.
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In many cases, incidents are associated to metrics. You can upload screenshots of metric
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charts in the **Metrics** tab:
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When you upload an image, you can associate the image with text or a link to the original graph.
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If you add a link, you can access the original graph by selecting the hyperlink above the uploaded image.
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### Alert details
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> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/230847) in GitLab 13.4.
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Incidents show the details of linked alerts in a separate tab. To populate this
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tab, the incident must have been created with a linked alert. Incidents
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created automatically from alerts have this
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field populated.
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### Timeline events
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Incident timelines give a high-level overview of what happened
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during an incident, and the steps that were taken for it to be resolved.
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Read more about [timeline events](incident_timeline_events.md) and how to enable this feature.
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### Recent updates view **(PREMIUM)**
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> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/227836) in GitLab 13.5.
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To see the latest updates on an incident, select
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**Turn recent updates view on** (**{history}**) on the comment bar. Comments display
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un-threaded and chronologically, newest to oldest.
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### Service Level Agreement countdown timer **(PREMIUM)**
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> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/241663) in GitLab 13.5.
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You can enable the Service Level Agreement Countdown timer on incidents to track
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the Service Level Agreements (SLA) you hold with your customers. The timer is
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automatically started when the incident is created, and shows the time
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remaining before the SLA period expires. The timer is also dynamically updated
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every 15 minutes so you do not have to refresh the page to see the time remaining.
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Prerequisites:
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- You must have at least the Maintainer role for the project.
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To configure the timer:
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1. On the top bar, select **Main menu > Projects** and find your project.
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1. On the left sidebar, select **Settings > Monitor**.
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1. Expand the **Incidents** section, then select the **Incident settings** tab.
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1. Select **Activate "time to SLA" countdown timer**.
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1. Set a time limit in increments of 15 minutes.
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1. Select **Save changes**.
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After you enable the SLA countdown timer, the **Time to SLA** column is available in the
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incidents list and as a field on new incidents. If
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the incident isn't closed before the SLA period ends, GitLab adds a `missed::SLA`
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label to the incident.
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## Related topics
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- [Create an incident](manage_incidents.md#create-an-incident)
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- [Create an incident automatically](../metrics/alerts.md#trigger-actions-from-alerts)
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whenever an alert is triggered
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- [View incidents list](manage_incidents.md#view-incidents-list)
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- [Assign to a user](manage_incidents.md#assign-to-a-user)
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- [Change incident severity](manage_incidents.md#change-severity)
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- [Change incident status](manage_incidents.md#change-status)
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- [Change escalation policy](manage_incidents.md#change-escalation-policy)
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- [Embed metrics](manage_incidents.md#embed-metrics)
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- [Close an incident](manage_incidents.md#close-an-incident)
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- [Automatically close incidents via recovery alerts](manage_incidents.md#automatically-close-incidents-via-recovery-alerts)
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- [Add a to-do item](../../user/todos.md#create-a-to-do-item)
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- [Add labels](../../user/project/labels.md)
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- [Assign a milestone](../../user/project/milestones/index.md)
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- [Make an incident confidential](../../user/project/issues/confidential_issues.md)
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- [Set a due date](../../user/project/issues/due_dates.md)
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- [Toggle notifications](../../user/profile/notifications.md#edit-notification-settings-for-issues-merge-requests-and-epics)
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- [Track spent time](../../user/project/time_tracking.md)
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- [Add a Zoom meeting to an incident](../../user/project/issues/associate_zoom_meeting.md) the same
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way you add it to an issue
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- [Linked resources in incidents](linked_resources.md)
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- Create incidents and receive incident notifications [directly from Slack](slack.md)
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- Use the [Issues API](../../api/issues.md) to interact with incidents
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