Incident response
Incident Management
Learn how MonoDuty creates, acknowledges, escalates, and resolves incidents, with lifecycle states, audit history, notes, and API examples.
Incident Management
Incidents represent active issues affecting your services. MonoDuty automatically creates incidents from alerts and events, or you can create them manually. Track, acknowledge, and resolve incidents with full audit trails and team collaboration.
Automatic Incident Creation When a critical event is received via the Events API or a webhook, MonoDuty automatically creates an incident and begins the notification workflow. Monitors also auto-create incidents when services go down.
Key Features
- Automatic & Manual Creation — Incidents are created from events/alerts or manually by your team
- Severity Levels — Critical, High, Medium, Low, and Info classifications
- Acknowledgement — Team members can acknowledge incidents to stop escalation
- Resolution Tracking — Track resolution time, notes, and root cause
- Timeline & Audit Log — Full timeline of every action taken on an incident
- Linked Services — Incidents are linked to the originating service
- Notification Log — View every notification sent for an incident
Incident Lifecycle
Every incident follows a standard lifecycle through these states:
| State | Description | Notifications |
|---|---|---|
triggered | New incident created, waiting for response | Immediate alert to all configured channels |
acknowledged | A team member has acknowledged the incident | Escalation paused, team notified of acknowledgement |
resolved | Issue has been fixed and incident is closed | Resolution notification sent to team |
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Escalation & Acknowledgement If an incident is not acknowledged within the configured timeframe, MonoDuty escalates to the next notification tier (e.g., from Email to SMS to Voice Call). Acknowledging pauses the escalation chain.
Managing Incidents
Via Dashboard
- Navigate to Dashboard → Incidents to see all active and recent incidents
- Click on an incident for full details, timeline, and actions
- Use "Acknowledge" to claim the incident and pause escalation
- Use "Resolve" to close the incident with optional resolution notes
- Create manual incidents via "New Incident" button
Creating a Manual Incident
curl -X POST https://api.monoduty.com/api/incidents \
-H "Authorization: Bearer YOUR_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"title": "Database connection pool exhausted",
"description": "Primary DB cluster connection pool at 100%",
"severity": "critical",
"service_id": "YOUR_SERVICE_ID"
}'