Incident management
Create incidents manually
Create a manual incident when responders need to track a service issue that was reported outside the automatic monitor flow. It explains how incidents are created, assigned, discussed, updated, and closed so responders can keep the timeline clear from detection through recovery.
When to create a manual incident
- A customer or teammate reports a problem before the monitor threshold is reached.
- The issue is partial, degraded, or operationally important but the endpoint still returns the expected status code.
- You need to document an investigation, assign responders, or create a timeline for follow-up.
Manual incidents still need a monitor
The create form expects the Service URL to match one of your existing monitor URLs.
Create the incident
- 1.
Open Incidents
Select Incidents from the account navigation.
- 2.
Choose Create Incident
Use the plus action or Create Incident button to open Report New Incident.
- 3.
Enter the title
Use a short, specific title such as Checkout API latency spike.
- 4.
Assign responders
Choose team members from Assign To. If no team exists, create a team or invite members first.
- 5.
Choose severity
Select Low, Medium, High, or Critical.
- 6.
Select Service URL
Choose the monitored service URL connected to the problem.
- 7.
Describe the impact
Add symptoms, customer impact, known timing, and any investigation context.
- 8.
Submit
Create the incident and return to the Incidents list.
Choose severity
| Severity | Use it when |
|---|---|
| Low | The issue has limited impact or is mostly informational. |
| Medium | A service is degraded or affecting a subset of users. |
| High | A major workflow is impaired and needs urgent attention. |
| Critical | The service is down or a critical customer path is unavailable. |