Impacted Products are core to Phoenix Incident. Every Incident created has exactly one Primary Product selected, and may have any number of additional Impacted Products added to it as the team learns more. The Primary Product routes the incident to the right team in your paging system and cleanly attributes the incident to that team. This empowers accurate paging and comprehensive reporting and metrics for your teams.

An Impacted Product should represent an entity that the customers of that System/Product would recognize it as such. You never want micro-services represented as products and they should uniquely identify an engineering team who owns that product. Internally a product may exist of multiple micro-services, queues or other technology, but that level of detail should not be broken out into "Products".

In the administration section, each Impacted Product is connected to both a Slack Product Owner and a Paging Target.

The product owner should be the person who is responsible for this product. They will be called out specifically for followup reporting in Slack for any outstanding concerns regarding Incidents that has affected the Products they own, including:

This is the target in your paging system (either Splunk On-Call or PagerDuty) that will be paged when an incident is created. Phoenix Incidents will create an Incident in Splunk or PagerDuty with the service or policy specified as the paging target.

NOTE: If none is assigned, then no incident will be created in PagerDuty/Splunk and no-one will get paged when an incident is created for this Impacted Product.

At creation you pick a single Primary Product — the product most affected, which also represents what caused the incident. Choose your best guess; you can change it at any time, and the engineering team can refine it as they learn more during the validation phase.

Once the incident is underway, you can add every other product affected to its Impacted Products list — on the incident itself or during the RCA. This gives you a single Primary Product for paging and clean attribution, plus the full picture of what was impacted for reporting.

Typically, if more than one product is having issues, that means it is either a dependent product or underlying infrastructure that has the issue. For those wide-ranging cases, it is recommended to have at least one Product that represents large cross-cutting concerns — often as simple as "Platform" or "Infrastructure" — that you can set as the Primary Product. Larger companies and enterprises will have many more to represent large silos of underlying platforms.

Yes! You can select the Suggest Products button and it will scan your services in your paging system and projects created in Jira to do a guess of what your products should be called.

The Impacted Products admin screen lets you manage all of your impacted products and the two main relationships impacted products have: Slack Product Owners and Paging Targets.

For new installations, we have an optional Suggest Products feature that will use your existing data to do a first pass of product names for you.

To begin click the Suggest Products button or link.

We care about your privacy, so we are clear on what data we use to generate this list and only use the minimum data needed to have OpenAI generate product names for you. You are presented with a clear Data Governance modal that both:

Once you have confirmed you want to generate suggestions, the system will take a couple of minutes to review the data and make suggestions

You will be presented with a list of suggested products. Phoenix Incidents will do it best to guess the right Product Owner and Paging Target if it can, otherwise you will need to select one or both.

Whilst reviewing you can:

Review each suggestion and click either Approve or Remove. Products are immediately saved when you press Approve.

When you are done, or simply want to cancel, simply press I'm Done.

If you already have a list of products elsewhere, use Import Products to bring them in in bulk. You review the imported list before anything is created, and can rename each product and set its product owner and paging target, then select Approve All and Done.

To create a new product, you need to simply type its name and choose both a Product owner and Paging Target.

You can rename any product by clicking on the name. Changes are saved immediately.

Click on the product owner of any existing product and a dropdown will show up. This will search all the users in Slack.

Click on the Paging Target of any existing product and a dropdown will display. This will show you the list of paging targets available in PagerDuty (Services) or Splunk On-Call (Policies).

You can enable any product by clicking Enable.

The reverse is true for any currently enabled product.

Disabled products do not show up in the dropdown when new Incidents are created. This does not affect existing data or reporting for that product.

Note: You must always have at least one enabled impacted product.

To delete a product you can press the Delete button. If the product you are attempting to delete has been used by one or more incidents, then it will be "Disabled" instead.