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Core Concepts

Creating and Managing Incidents

Learn how to create new incidents, edit incident details, and manage affected monitors in Kener.

This guide covers how to create and manage incidents through the Kener dashboard.

Accessing Incident Management

Navigate to Manage > Incidents or visit /manage/app/incidents to view and manage all incidents.

The incidents dashboard shows:

  • All open incidents
  • Current state of each incident
  • Duration (ongoing or total)
  • Affected monitors count
  • Quick actions to edit incidents

Creating a New Incident

Click New Incident to create a new incident.

Step 1: Basic Information

Title (Required)

A clear, concise description of the issue that will be visible to users.

Best Practices:

  • Be specific but brief

  • Mention the affected service

  • Avoid internal jargon
    title: Creating and Managing Incidents
    description: Create incidents, add affected monitors, post updates, and resolve incidents

  • ✅ "API Gateway Responding Slowly"
    Use Manage → Incidents to create and manage incidents.

  • ❌ "DB01 high CPU" (too technical)

Create an incident

  1. Open New Incident.
  2. Fill required fields:
    • Title
    • Start Date/Time (entered in local timezone)
  3. Optional:
    • Global visibility toggle
    • Initial update message
  4. Add affected monitors (optional but recommended).
  5. Click Create Incident.

Add affected monitors

For each monitor, set an impact:

  • DOWN
  • DEGRADED

You can add, remove, and change impact while editing the incident.

  • Can be in the past (for recording historical incidents)

Add updates and change state

Updates are timeline entries shown to users. When posting an update, choose a state:

  • INVESTIGATING
  • IDENTIFIED
  • MONITORING
  • RESOLVED

When set to RESOLVED, the incident closes and end time is recorded.

Edit an incident

You can edit:

  • Title
  • Start time
  • Global visibility
  • Affected monitors and impact

Save changes to apply them immediately.

Delete incident

Affected Services:
Incidents can be deleted from the incident edit view.

  • REST API

    Warning

    Deletion is irreversible and removes incident timeline context.

Good practices

  • Keep titles user-facing and clear.
  • Add regular, concise updates during active incidents.
  • Keep monitor impact accurate as recovery progresses.

What Changes Immediately:

  • Title updates on status page
  • Monitor list and impacts update
  • Start time reflected in duration calculation
  • Changes visible to all users

Incident States and Progression

While you cannot directly change state when editing, understanding state progression helps you manage incidents effectively.

States Review

  1. INVESTIGATING - Initial state, team investigating
  2. IDENTIFIED - Root cause found
  3. MONITORING - Fix applied, monitoring stability
  4. RESOLVED - Issue fully resolved

Typical Path:

INVESTIGATING → IDENTIFIED → MONITORING → RESOLVED

Quick Resolution Path:

INVESTIGATING → RESOLVED

Extended Investigation:

INVESTIGATING → IDENTIFIED → MONITORING → INVESTIGATING → IDENTIFIED → MONITORING → RESOLVED

Note: States can move backward if issues recur or fixes are ineffective.

Best Practices

Incident Creation

Create incidents when:

  • Multiple users report issues
  • Monitoring detects significant problems
  • Service quality degrades noticeably
  • You want to proactively communicate

Avoid creating incidents for:

  • Minor, localized issues
  • Issues that auto-recover in seconds
  • False alarms
  • Non-user-facing problems (unless they might escalate)

Title Guidelines

Good Titles:

  • "Payment Processing Delays"
  • "Search Functionality Unavailable"
  • "Elevated API Error Rates"
  • "Slow Dashboard Loading Times"

Poor Titles:

  • "Server 03 Down" (too technical)
  • "Issue" (too vague)
  • "URGENT!!!" (inappropriate tone)
  • "Users complaining" (unprofessional)

Monitor Selection

Be Accurate:

  • Only include truly affected monitors
  • Update impacts as situation changes
  • Remove monitors that recover

Be Comprehensive:

  • Include all affected user-facing services
  • Don't forget related monitors
  • Consider downstream impacts

Timing

Start Time:

  • Set to when users first experienced issues
  • Not when your team first noticed
  • Check logs for accurate time

Updates:

  • Add updates regularly (every 15-30 minutes for critical issues)
  • Include substantive information
  • See Incident Updates

Filtering and Organization

State Filter

Use the state dropdown to filter incidents:

  • All States - Show all incidents
  • Investigating - Only investigating incidents
  • Identified - Only identified incidents
  • Monitoring - Only monitoring incidents
  • Resolved - Only resolved incidents

Pagination

Incidents are displayed 10 per page. Use pagination controls to navigate through multiple pages.

Deleting Incidents

To delete an incident:

  1. Open the incident for editing
  2. Scroll to Danger Zone
  3. Click Delete Incident
  4. Confirm deletion

Warning: This action cannot be undone.

What Gets Deleted:

  • The incident record
  • All incident updates (comments)
  • Monitor-incident associations

What Remains:

  • Monitors (unaffected)
  • Alert configurations (if incident was auto-generated)
  • Historical monitoring data

Next Steps