Acknowledge, snooze and resolve an incident

Claim an open incident so escalation stops, pause its repeat calls, and close it when the problem is fixed.

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.

Open Incidents