An incident represents a problem or an issue that needs to be addressed and resolved.
Incidents trigger on a service, which prompts notifications to go out to on-call responders per the service’s escalation policy.
Note on the difference between Urgency, Severity and Priority:
- Urgency tied to Incidents – how you should be notified
- Severity tied to Alerts – how impacted a service is
- Priority tied to Incidents – order of incidents
Priority: Configuration > Incident Priorities (Enterprise only)
When a service sends an event to PagerDuty, an alert and corresponding incident is triggered in PagerDuty…. Multiple alerts can be aggregated into a single incident for triage.
States of Alert:
Note: notifications are not sent to users based on alerts. If all alerts for an incident are resolved then that incident becomes resolved.