Initiate an incident

When you initiate an incident in xMatters, you provide details about the incident and identify who you want to engage to resolve it. This starts an incident resolution workflow, which notifies resolvers to engage and builds out the Incident Console with the details you provided.

If the workflow you select to initiate the incident has been customized, it may add also add collaboration channels to the console and trigger processes or updates in xMatters or other external systems.

Initiate incidents from the Incidents page

If you have access to the Incidents page, you can initiate an incident by clicking Initiate Incident:

For more information about customizing incident management workflows and notifications to your incident resolution process, see the instructions for our Incident Resolution workflow template.

Initiate incidents from the dashboard

The Communication Center includes an Initiate Incident widget that you can use to create customized dashboard shortcuts to initiate incidents using specific incident resolution workflows. Clicking one of these shortcuts opens the Initiate Incident dialog box where you can enter details about the incident and identify the resolvers you want to engage.

For more information about initiating incidents from the dashboard, see the Initiate Incident widget.

Initiate incidents from Slack

The xMatters app in Slack lets you initiate an incident in xMatters without leaving Slack. After you have the app connected, use the /xmatters initiate command and fill in the basic incident information.

For more information on setting up the app and initiating incidents in Slack, see our Slack workflow guide.

Automate incident initiation

The Initiate Incident step in Flow Designer allows you to initiate an incident at any point in your flow, using information from previous steps. You can also add collaboration channels like Slack, Microsoft Teams, or an xMatters-hosted conference bridge to your incident workflow.

For more information about using the Initiate Incident step and building incident flows in Flow Designer, see our instructions for the Initiate Incident step and our Incident Resolution workflow template.

Control who can initiate incidents

You can control who can initiate incidents by adjusting the permissions in the related workflow. For example, you might want to assign the ability to initiate incidents related to different digital service disruptions based on the groups responsible for each service.

Since we want to make sure you always have a pristine incident management workflow to come back to, you can't get edit the details of the generic xMatters Incident Management workflow, including those permissions. If you don't want people to initiate incidents with this workflow, you need to disable it. However, we've made it easy to install a copy of the workflow that you can edit to suit your needs.