---
key: acknowledge-and-resolve-an-incident
title: Acknowledge, snooze and resolve an incident
audience: staff
section: critical-alerts
routes: ["/critical-alerts/incidents"]
permissions: ["critical_alerts.incidents.operate"]
features: ["critical_alerts.core"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Claim an open incident so escalation stops, pause its repeat calls, and close it when the problem is fixed.
keywords: [alarm went off, stop the calls, claim an alert, close an alert, acknowledge, snooze, resolve, open incidents, ack]
related: [critical-alerts-guide, retry-a-failed-alert-delivery, review-and-replay-signals, create-a-critical-alert-rule]
---

In the sidebar, open **Critical Alerts**, then **Incidents**. The page address is `/critical-alerts/incidents`.

An incident is one problem, grouped from one or more signals. Acknowledging says "I have it" and stops escalation. Resolving says "it is fixed" and closes it. What happens in between depends on the rule's lifecycle preset.

## Before you start

- Your admin has to give your role permission to acknowledge and resolve critical alerts. With view-only permission the buttons still show, but pressing one only shows an error.
- You can also acknowledge from the phone call (press 1) or from the link in the text or email. This page is for doing it from Nova.

## Steps

1. Find the incident. The **Filters** button narrows by **Severity** and **Status**; the search box matches the title, summary, severity and state.
2. Press **Details** to open **Incident detail**, or act straight from the row.
3. Press **Acknowledge** to claim it. On some rules the button reads **Ack & resolve** (claiming also closes it) or **Ack & snooze** (claiming also pauses repeats); the rule decides.
4. Press **Snooze** to pause repeat notifications for the number of minutes shown on the button. The incident stays open.
5. When the problem is fixed, press **Resolve**. Nova confirms "Incident resolved. Matching future signals can start a new delivery."

> **Note:** The yellow bar at the top of the list says it plainly: acknowledged incidents are still active unless the rule's lifecycle resolves them. For a condition that persists, resolve it yourself once it is cleared.

## What you see

- Each row shows the severity, status, escalation level, whether acknowledgment is required, how many signals are grouped in, when it opened and updated, and "Snoozed until" while a snooze is running.
- **Incident detail** adds **Opened**, **Updated**, **Signals** and **Ack outcome**, then **Lifecycle behavior** (what the rule will do next), **Latest delivery diagnostics**, **Voice call playback** (who was called, what was read and the keypad prompt they heard), **Recent delivery attempts**, **Incident checklists** and **Raw incident payload**.
- After you act, the button changes to **Acknowledged** or **Resolved** and greys out.

## If something looks different

- **Snooze** is greyed out: the rule has **Allow snooze** turned off, or the incident is already resolved.
- The calls keep coming after you acknowledged: the rule has **Re-notify after acknowledgment** on. Resolve the incident, or snooze it.
- A delivery under **Recent delivery attempts** failed: see [[retry-a-failed-alert-delivery]].

[[route:/critical-alerts/incidents|Open Incidents]]