Incident Management

Understanding Incident Management with Palzin Monitor

Let's delve into the fundamental concepts of incidents and discover how Palzin Monitor empowers you to effectively manage them. Incidents encompass any issues that demand attention and resolution, often impacting the experience of your customers. Palzin Monitor offers efficient incident handling capabilities by promptly alerting the appropriate individuals and assigning them through integration-specific escalation policies.

Palzin Monitor equips you with the tools to monitor and manage a wide range of incidents. For example, you can track CPU utilization that exceeds a specified threshold (e.g., 75%), high memory consumption (e.g., 90%), database monitoring alerts, failed database backups, API failures, micro-service failures, billing issues, notification delivery failures, errors when loading dashboards, website downtime monitored through uptime monitoring, and much more.

With Palzin Monitor, you have the flexibility to create incidents directly from your code using a simple webhook integration. This seamless integration ensures smooth collaboration with your existing systems. To explore the details you can refer to our documentation on monitoring, heartbeat and service options.

Understanding Incident Statuses

Incidents managed within Palzin Monitor can assume one of the following statuses:

  1. Triggered/New: When an incident is triggered, Palzin Monitor engages the associated escalation policy and sends alerts based on the configured rules. These automated alerts persist until the incident is acknowledged. Once the assigned person receives the alert, they can choose to acknowledge and then resolve the incident. Alerts are not sent for incidents that have already been acknowledged or resolved. Additionally, repeat incidents are automatically suppressed and logged to mitigate alert fatigue.

    This incident status is visually represented by the color RED.

  2. Acknowledged: An acknowledged incident indicates that efforts are underway to resolve the issue. During this state, Palzin Monitor suspends further alerts and pauses the escalation policy. However, notifications are sent to inform stakeholders about the incident acknowledgement. If the assigned agent requires additional assistance, they can escalate the incident to a specific person or team.

    This incident status is visually represented by the color ORANGE.

  3. Resolved: Once an incident has been successfully resolved, it can be marked as resolved within Palzin Monitor. In this state, no further alerts are triggered, and the escalation policy resets, prepared to respond to any future incidents that may arise.

    This incident status is visually represented by the color GREEN.

Note: Incident can be resolved by the Acknowledged User only. If any other User would like to change the status of Incident to Resolved then User will need to re-assign the incident to that particular user.

Palzin Monitor streamlines incident management by providing transparent visibility into incident statuses and automating the alerting process. By harnessing these powerful features, you can efficiently address incidents, reduce response times, and enhance the overall reliability of your systems.

Last updated: 1 year ago

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