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