Work an incident from its own page

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.

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, snooze 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 or did not match a rule.

Open Incidents