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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:
StatusDescription
InvestigatingYou’re aware of an issue and looking into it
IdentifiedYou’ve found the root cause
MonitoringA fix has been applied and you’re monitoring
ResolvedThe issue is fully resolved

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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:
SeverityUse When
MinorSmall number of users affected, workarounds available
MajorSignificant impact, core functionality degraded
CriticalComplete outage, all users affected

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Posting Updates

Keep users informed by posting updates as the situation evolves: 
kodo incident update inc_abc123 \
  --status identified \
  --message "We've identified a misconfigured database connection pool"

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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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Notifications

When you create or update an incident, subscribers are automatically notified based on your notification settings.