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Incidents are how you communicate ongoing issues to your users. When something goes wrong with your services, create an incident to keep users informed.

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Incident Lifecycle

Incidents progress through these statuses:

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Creating an Incident

  1. Go to Dashboard > Incidents
  2. Click Create Incident
  3. Fill in the title, severity, and affected services
  4. Add an initial update message
  5. Click Create

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Severity Levels

Choose the appropriate severity based on impact:

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Posting Updates

Keep users informed by posting updates as the situation evolves:

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Best Practices

Users appreciate honesty. If you don’t know the cause yet, say so.
Even if there’s no new information, post updates every 30-60 minutes during active incidents.
Only provide time estimates if you’re confident. “We expect to have more information within the hour” is better than a specific time you might miss.
After major incidents, consider adding a final update explaining what happened and what you’re doing to prevent it.

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Auto-Created Incidents

Kodo can automatically create incidents when monitors detect failures. Auto-created incidents have source tracking (visible as badges in the dashboard) and pass through a safeguard pipeline including flap protection, cooldowns, and dedup. You can configure auto-created incidents to start as drafts (hidden from the public status page until you review them) or to publish immediately.

Incident Safeguards

Learn about flap protection, draft mode, cooldowns, notification batching, and other safeguards that prevent false incidents.

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Incident Sources

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Draft Incidents

When your organization has draft mode enabled (Settings > Automation):
  • Auto-created incidents show a Draft badge in the dashboard
  • They are not visible on the public status page
  • Click Publish to make them public, or wait for auto-publish if configured

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Notifications

When you create or update an incident, subscribers are automatically notified based on your notification settings. Auto-created incidents respect your notification batching settings.