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Modify Information

After an incident triggers, its symptoms may become clearer over time. You can modify key information like the incident title to make it more accurate than the original alert information.
1

Open Incident Details

Click to open incident details in console, in the title section, click the edit button.
2

Enter New Title

Enter the new title, done.
The modified title won’t change when new alerts merge in.

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Acknowledge Incident

You have three ways to acknowledge a newly triggered incident.
  • Single Acknowledge: Click incident details in console, click Acknowledge button to complete
  • Batch Operation: In console incident list, select multiple triggered incidents, click Acknowledge button for batch acknowledgment

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Unacknowledge Incident

Once anyone acknowledges, incident progress changes from “Triggered” to “Processing”. Others acknowledging won’t change the progress. After acknowledging, you can choose to Unacknowledge, useful for accidental acknowledgments. When all acknowledged personnel unacknowledge, incident reverts to Triggered status.

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Progress and MTTA

You can view each person’s assignment time and acknowledgment time in the console. We calculate incident MTTA as follows:

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Snooze

After acknowledging an incident, responders may need time to investigate and handle it. Snooze can temporarily stop the incident from escalating per the expected escalation rule. After acknowledging, you can choose from preset durations (default: 2 hours, 4 hours, 12 hours) or set a custom expiration time within 24 hours.
Account administrators can click the configuration icon (gear) directly in the snooze dropdown to customize the 3 snooze preset durations. Each preset supports selecting hours or minutes as the unit, and each value must be greater than 0 and no more than 24 hours. Changes take effect for all members.
If you’ve snoozed and the snooze time has passed but you still haven’t resolved the incident, the system automatically reverts the incident to Triggered status and re-initiates assignment notifications.
Click incident details in console, click Snooze button, select snooze duration, done.

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Close Incident

You have multiple ways to close an incident.
  • Single Close: Click incident details in console, click Close button to complete
  • Batch Operation: In console incident list, select multiple triggered incidents, click Close button for batch closure

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Reopen Incident

Manually closing an incident changes progress to Closed. You can click Close in any status. Once manually closed, associated alerts stop merging new events. If alerts haven’t recovered in the original monitoring system, new notification events may occur, triggering new alerts and incidents in Flashduty On-call. You can reopen accidentally closed incidents. Follow these steps:
1

Initiate reopen

In the closed incident details page, click the Reopen button.
2

Enter reopen reason

In the dialog that appears, enter the reason for reopening. This field is required, used to record the context for reopening.
3

Confirm and submit

Click Save to complete. The incident reverts to Triggered status and re-initiates assignment and notification.
The reopen operation supports batch operations. You can select multiple closed incidents in the incident list and reopen them together.

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More Actions

The More button at the top right of the incident details page groups supplementary actions beyond the high-frequency action buttons. The visible items are rendered dynamically based on the incident’s progress and acknowledgment state.
For incidents that have been closed but do not yet have a postmortem report, a Postmortem shortcut button appears directly on the action bar. Click it to jump to the Postmortem tab and start writing.

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Merge

You can manually merge between incidents, or between incidents and alerts. Merging similar alerts and incidents together consolidates information into the same incident, accelerating the handling process.
The essence of merging is: changing alert-incident associations. If all alerts of an incident merge into others, that incident closes directly, and you only need to handle the target incident. Timeline completely records your modification process.

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FAQ

You may have confused Snooze with Silence, they’re quite different.If you need to suppress an alert policy, use Silence, not Snooze.