Incident Management
Track, respond to, and learn from incidents with FanDesk's incident management system.
What is an Incident?
An incident is any unplanned event that disrupts or could disrupt service:
- System outages
- Security issues
- Performance degradation
- Data problems
- Infrastructure failures
Accessing Incidents
The Incidents feature is available to:
- Super admins
- Incident responders (designated users)
If you don't see Incidents in your sidebar, contact your admin.
Incident Lifecycle
Triggered
- Incident created
- Assignee notified
- Clock starts for MTTA
Acknowledged
- Responder confirms they're on it
- Shows team it's being handled
- MTTA recorded
Investigating
- Active troubleshooting
- Updates posted
- Team coordinating
Resolved
- Issue fixed
- Service restored
- MTTR recorded
Severity Levels
| Severity | Impact | Response Time |
|---|---|---|
| Critical | Major outage, all users affected | Immediate |
| High | Significant impact, many users | Within 1 hour |
| Medium | Partial impact, workaround available | Within 4 hours |
| Low | Minor issue, limited impact | Within 24 hours |
Categories
Classify incidents by type:
- Outage — Service unavailable
- Security — Security concern
- Performance — Slow or degraded
- Bug — Software defect
- Infrastructure — Hardware/network
- Data — Data integrity issue
Next: Learn about reporting and responding in Reporting & Response.
Need help? Contact us at hello@fandesk.live