Frequently Asked Questions¶

Incident List¶

Can incidents be deleted?

Incidents cannot be deleted, only closed. This is to ensure audit trail integrity.

Why do the same issues generate multiple incidents?

The system automatically merges identical alerts based on detection dimensions. If detection dimensions differ (e.g., different hosts, different services), separate incidents are created.

Incident Details¶

Why do I still receive notifications after acknowledging?

Possible reasons:

• The incident is triggered again after acknowledgment (recurrence after Resolved)
• Multiple on-call rules match the incident, and other rules are still notifying
• The escalation policy has repeated notifications enabled

Can I modify the detection dimensions of an incident?

No. Detection dimensions are automatically generated by the monitor and are the core identifier of the incident.

How can I see who has been notified about an incident?

Check in the "Operation Log". The system records the recipients and methods of each notification.

Can incidents be merged?

The system automatically merges alerts with the same detection dimensions into one incident. Incidents with different dimensions cannot be manually merged.

On-Call¶

Why did an incident occur but the on-call person didn't receive a notification?

Troubleshooting steps:

1. Check if the incident tags match the on-call rule;
2. Check if the current time is within the on-call effective period;
3. Check if the on-call person has configured contact information;
4. Check if the on-call person's status is "On Leave".

What happens if multiple on-call rules match the same incident?

All matched on-call rules will receive notifications. If this is not the expected behavior, adjust the tag matching logic to ensure mutual exclusivity.

Can escalation policies be applied to specific incident severities?

Yes. In the severity configuration, you can specify the applicable incident severities (P0/P1/P2/P3). It is recommended to configure more aggressive escalation policies (short wait times + phone notifications) for P0, and more lenient policies for P2 and P3.

Can on-call rules be adjusted temporarily?

Yes, you can edit or delete on-call rules. After editing, new incidents will follow the new rules, while existing incidents will continue with the original rules.

What are the options for on-call shift rotation periods?

Currently supported rotation periods are daily, weekly, monthly, and custom days. The rotation order cycles through the on-call list sequentially.

Will the wait time of escalation policies reset when the on-call shift crosses days?

No, it will not reset. The incident duration is calculated continuously, but the notification recipients will switch to the new on-call person, and subsequent notifications will follow the new person's rules. For example, if an incident triggers Level 1 during A's shift and enters Level 2 after crossing days, Level 2 notifications will be sent to B's relevant personnel.