Services in Incident Response

A service represents a functional outcome like networking, payments, or HR services, that is owned by one team. To deliver that outcome, a service can contain one or more technical components like a user authentication service, or a piece of shared infrastructure like a database. You might need multiple tool integrations to monitor each technical service and receive events from those tools.

Incident Response works with those integrations to prioritize and route alerts to the right responders and follow up with escalation until the alert is acknowledged and you know someone is responding.

Tying an on-call team, schedules, and policies to that service makes it easier to divide responsibilities and track technical outcomes. It also makes it easier to automate response routines and focus on who you notify and when.

Use the My team's activated services tab to view the services of the on-call team of which you are a member. Use the All activated services and the Deactivated services tabs to view all the services available in Incident Response and all the deactivated services respectively. You also have the option to add a service.

Each service row displays the name and description of the service, its status, the number of integrations added to the service, the team that owns that service, and also the name of the service owner. To view the details of any service, click the name of the service. To view the details of the team to which the service is associated with, click the team name and click the team tile.

The status of a service is considered only for open incidents and alerts and can be any one of the following:
  • No Issues: When the service has no alerts or incidents associated with it.
  • Alert: When the service has at least one alert associated with it.
  • Degraded: When the service has at least one incident and zero or more alerts associated with it.
Figure 1. Services landing page
The Services landing page.