---
key: work-a-critical-alert-incident
title: Work an incident from its own page
audience: staff
section: critical-alerts
routes: ["/critical-alerts/incidents/:incidentUid"]
permissions: ["critical_alerts.incidents.view"]
features: ["critical_alerts.core"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Open one incident to see what the rule will do next, who was called and what they heard, run a response checklist, and acknowledge or resolve it.
keywords: [incident page, alarm details, who was called, call log, response checklist, postmortem, share an incident, incident link, what happened]
related: [acknowledge-and-resolve-an-incident, retry-a-failed-alert-delivery, check-why-a-signal-did-not-match, create-a-checklist-template]
---

In the sidebar, open **Critical Alerts**, then **Incidents**, and press **Details** on the incident's row (or click the row). The page address is `/critical-alerts/incidents/` followed by the incident. The same page opens when you press **Incident** on a row under **Failures**, and when you open a critical alert notification from the notification bell.

The incident opens as **Incident detail**, a panel over the incidents list; closing it returns you to the list. Copy the address to send a teammate straight to this incident.

## Before you start

- Your admin has to give your role permission to view critical alert incidents. Acknowledging, snoozing and resolving need permission to operate incidents; without it, pressing a button only shows an error.
- **Incident checklists** appears only when your plan includes checklists on incidents and your role can view checklists. Starting one needs permission to work on checklists.

## Steps

1. Read the badges at the top (status, severity and, while a snooze runs, **Snoozed**), then the title and summary.
2. Check **Ack outcome** before you claim the incident. It says what acknowledging does on this rule: "Keep Open", "Resolve" or "Snooze".
3. Press **Acknowledge** to claim it. On some rules the button reads **Ack & resolve** or **Ack & snooze** instead. What each one does: [[acknowledge-and-resolve-an-incident]].
4. Check who was reached under **Recent delivery attempts** and, for phone calls, **Voice call playback**.
5. To follow a set procedure, go to **Incident checklists** and choose a template under **Checklist template**.
6. Press **Create incident checklist**. Nova confirms "Checklist created." and opens it beside the list of checklists.
7. Work down its **Items**, then press **Complete**.
8. Once the problem is fixed, press **Resolve**. Nova confirms "Incident resolved. Matching future signals can start a new delivery."

## What you see

- Under the buttons: **Opened**, **Updated**, **Signals** (how many signals are grouped into this incident) and **Ack outcome**.
- **Lifecycle behavior** is what the rule does next: **Preset**, **Re-notify**, **Repeat cap** (for example "2/5 sent"), **Interval**, **After ack** ("Allowed" or "Muted") and **Auto-resolve**.
- **Latest delivery diagnostics**: **Last re-notify** (why Nova last did or did not repeat), **Would re-notify**, **Snoozed until**, **Attempts** and **Remaining repeats**.
- **Voice call playback** covers the latest phone call: **Recipient**, **Reads**, **Pause**, **Ring**, the **Spoken message** word for word and the **Phone prompt** with the keypad choices.
- **Recent delivery attempts** lists the six latest deliveries: channel and recipient, when it was requested, any error in red, and a status badge.
- **Incident checklists** shows **Total**, **Progress** and **Blocked** counts. **Approve** works once a checklist is completed; **Waive** closes one without doing it and asks for a **Waiver reason**.
- **Raw incident payload**, folded at the bottom, is every recorded detail as raw text, for support.

## If something looks different

- Nova says "Incident doesn't exist." and shows the incidents list: Nova cannot find that incident in the organization you are signed in to. Switch to the right organization and open the link again.
- **Acknowledge** is greyed out: someone already claimed it (the button reads **Acknowledged**), or the incident is resolved or suppressed.
- The snooze button (it shows the minutes, such as Snooze 15m) is greyed out: the rule does not allow snoozing, or the incident is no longer active.
- **Resolved** is greyed out: the incident is closed. The next matching signal opens a new one.
- **Checklist template** has nothing to pick: no checklist template is set up for incidents yet. Create one with its **Owner type** set to **Critical alert incident**; see [[create-a-checklist-template]].
- A delivery under **Recent delivery attempts** failed: see [[retry-a-failed-alert-delivery]].
- To see which rule opened it and why, open the signal: [[check-why-a-signal-did-not-match]].

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