Incidents and acknowledging

Every problem WISPMap finds is an incident: one outage, one power cut, one link running on its backup. Open incidents are listed in Incidents, with a red badge in the menu.

An incident's page

• What and where: the root cause (the failed link or device), the sites and devices cut off behind it, and how many customers are affected if you've imported customers.
• The timeline: when it opened, escalated, was acknowledged, and every note.
• Customers: the first 50 affected customers, and a CSV of all of them for your call centre or a message to them.

Acknowledge

Acknowledging says someone's on it: reminders stop, and channels that wait before sending won't be told. Owners, admins and technicians can acknowledge:

• on the incident's page, or in the incident list;
• from the Acknowledge link in any alert message, without logging in. The link works for 24 hours, and asks you to confirm, so a chat app opening the link to show a preview can't acknowledge by accident.

Add a note to tell the team what you found or what you're doing. Notes are part of the timeline.

How an incident ends

Incidents resolve by themselves when the problem goes away: the devices answer again, the mains comes back, traffic returns to the normal path. Everyone who was told gets a resolved message with how long it lasted. You don't close incidents by hand.

If the same problem comes back within 10 minutes, the incident reopens instead of starting a new one, so a flapping link doesn't flood you.

Severity

Incidents are critical, major, warning or info. An incident can escalate while it's open, for example a site on battery whose battery runs low. See alert rules for where severities come from.