Incident Reporting & Response

Create, manage, and resolve incidents effectively.

Creating an Incident

1. Go to Incidents
2. Click + New Incident
3. Fill in:
   • Title (clear, descriptive)
   • Severity (Critical to Low)
   • Category
   • Description (what's happening)
4. Assign to responder (or leave blank for auto-assignment)
5. Click Create

Anonymous Reporting

For sensitive issues:

1. Toggle Report Anonymously
2. Optionally add contact email for follow-up
3. Your identity is hidden from the report

Auto-Assignment

FanDesk can automatically assign incidents to the right person using three layers of assignment logic, evaluated in order:

Layer 1: Incident Rules

Admins can create rules that match incidents based on conditions and auto-assign to a specific person.

Rules are evaluated by priority (lower number = higher priority). The first matching rule wins.

Example: "All critical production incidents assign to Sarah" would match on severity=critical AND environment=production.

Layer 2: Response Team

If no rule matches, FanDesk checks the incident's category for a response team. Response teams have a three-level hierarchy:

When an incident is created with a category:

1. FanDesk finds all Level 3 (Lead) members in that category
2. The first lead is assigned as the primary responder
3. All leads in the category are notified

If no Level 3 members exist, FanDesk falls back to Level 2, then Level 1.

Layer 3: Manual Assignment

If no rules or response teams match, the incident remains unassigned until someone manually claims or assigns it.

Assignment Flow

Incident Details

Each incident shows:

• Title and key (e.g., INC-42)
• Severity and category
• Current status
• Assignee
• Created/updated times
• Activity timeline

Responding to Incidents

Acknowledge

When you start investigating:

1. Click Acknowledge
2. Status changes to Acknowledged
3. Team knows you're on it

Post Updates

Keep stakeholders informed:

1. Click Add Update
2. Write what you've learned/done
3. Updates appear in timeline

Change Status

Move through the workflow:

• Acknowledged → Investigating
• Investigating → Resolved

Reassign

If someone else should handle it:

1. Click assignee
2. Select new person
3. They're notified

Linking to GitHub

Connect incidents to code fixes:

1. Click Link GitHub
2. Paste issue/PR URL
3. Or select from recent items
4. Status synced (if it's a PR)

Resolving Incidents

When the issue is fixed:

1. Click Resolve
2. Add resolution summary
3. Status changes to Resolved
4. MTTR recorded

Postmortems

After resolution, document learnings:

Postmortem Content

• Summary — What happened
• Root Cause — Why it happened
• Impact — Who/what was affected
• Timeline — Sequence of events
• Action Items — How to prevent recurrence

Creating Postmortem

1. Open resolved incident
2. Click Create Postmortem
3. Fill in sections
4. Assign action items
5. Publish for team review

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Next: Learn about incident metrics in Analytics & Metrics.