incident.io

incident.io is an incident management and alerting platform.

Integrating incident.io with Cortex allows you to:

• Trigger an incident directly from Cortex

• View incident data on entity pages in Cortex

• Create Scorecards that track progress and drive alignment on projects involving incidents

How to configure incident.io with Cortex

Prerequisites

Before getting started:

• Create an incident.io API key with the following scopes:

  • Create incidents

  • View all incident data, including private incidents

  • View data like public incidents and organization settings

  • View catalog types and entries

Configure the integration in Cortex

1. In Cortex, navigate to the incident.io settings page:

   1. In Cortex, click your avatar in the lower left corner, then click Settings.

   2. Under "Integrations," click incident.io.

2. Click Add configuration.

3. Configure the incident.io integration form:

   • Account alias: Enter the alias for your configuration.

   • API key: Enter your incident.io API key.

4. Click Save.

Once you save your configuration, you'll see it listed on the integration's settings page in Cortex. If you’ve set everything up correctly, you’ll see the option to Remove Integration in Settings.

You can also use the Test all configurations button to confirm that the configuration was successful. If your configuration is valid, you’ll see a banner that says “Configuration is valid. If you see issues, please see documentation or reach out to Cortex support.”

Configure the integration for multiple incident.io accounts​

The incident.io integration has multi-account support. You can add a configuration for each additional instance by repeating the process above.

Each configuration requires an alias, which Cortex uses to correlate the designated instance with registrations for various entities. Registrations can also use a default configuration without a listed alias. You can edit aliases and default configurations from the incident.io page in your Cortex settings. Select the edit icon next to a given configuration and toggle Set as default on. If you only have one configuration, it will automatically be set as the default.

How to connect Cortex entities to incident.io

Discovery

By default, Cortex will try to "best-guess" the corresponding custom field value in incident.io for all catalog-based custom fields.

Cortex first looks up a custom field values using the name (e.g. My Entity), then the entity identifier (e.g. my-entity). For example, if your entity name is "My Entity," then the corresponding custom tag field in incident.io should either be "My Entity" or "my-entity."

Editing the entity descriptor

x-cortex-incident-io:
  customFields:
  - name: Entity
    value: My Entity
    alias: my-default-alias

Field	Description	Required
name	Name for the entity (from customFieldName)	✓
value	Display name for the entity in Cortex	✓
alias	Alias for the configuration in Cortex (only needed if you have opted into multi-account support)

x-cortex-incident-io:
  customFields:
  - id: Entity_ID
    value: my-second-entity
    alias: my-other-alias

Field	Description	Required
id	ID for the entity (from customFieldID)	✓
value	Tag for the entity in Cortex	✓
alias	Alias for the configuration in Cortex (only needed if you have opted into multi-account support)

Trigger an incident

While viewing an entity in Cortex, you can trigger an incident in incident.io:

1. In Cortex, navigate to an entity. On the left side of an entity details page, click On-call & incidents.

2. In the upper right side of the entity's "On-call" page, click Trigger incident.

3. Configure the incident modal:

   • Summary: Enter a title for the incident.

   • Description: Enter a description of the incident.

   • Severity: Select a severity level.

4. At the bottom of the modal, click Trigger incident.

   • A confirmation screen will appear. In the confirmation, click the link to view the incident in incident.io.

Expected results

Entity pages

Once the integration is set up, incident data will appear on entity details pages.

Active incidents detected in incident.io will appear on an entity's details page in the Operations block under the Overview tab. More detailed information is also available under the Operations tab.

Integrations - incident.io

Incident data will also be pulled into the incident.io page under the On-call & incidents page in the entity's sidebar.

Scorecards and CQL

With the incident.io integration, you can create Scorecard rules and write CQL queries based on incident.io incidents.

See more examples in the CQL Explorer in Cortex.

Check if incident.io service is set

Check if entity has a registered incident.io custom field value in its entity descriptor.

If no registration exists, Cortex will try to automatically detect which corresponding incident.io custom field value is associated with the entity.

Definition: incidentio (==/!=) null

Example

For a Scorecard focused on operational maturity, you can use this expression to make sure each entity has an incident.io project set:

incidentio != null

Incidents

List incidents, filterable by severity and status.

• Created at

• Mode

• Name

• Severity

• Status

• Summary

• Type

• URL

Definition: incidentio.incidents()

Examples

To assess entities' health in a Scorecard, you can write a rule to make sure a given entity has fewer than three incidents with a severity of SEV1:

incidentio.incidents(severity = ["SEV1"]).length < 3

You can also use this expression to query for entities that have two or fewer critical incidents in the last three months:

  incidentio.incidents(severity = ["Critical"]).filter((incident) => incident.createdAt.fromNow() > duration("-P90D")).length <= 2

Still need help?​

The following options are available to get assistance from the Cortex Customer Engineering team:

• Email: [e-mail], or open a support ticket in the in app Resource Center

• Chat: Available in the Resource Center

• Slack: Users with a connected Slack channel will have a workflow added to their account. From here, you can either @CortexTechnicalSupport or add a :ticket: reaction to a question in Slack, and the team will respond directly.

Don’t have a Slack channel? Talk with your Customer Success Manager.