This guide will walk you through the core features of Phoenix Incidents, a platform designed to simplify and centralize your incident management process. You'll learn how Phoenix Incidents integrates with your existing tools—like Jira, chat platforms, and paging services—to help your team respond to and resolve incidents faster.
What is Phoenix Incidents?
Phoenix Incidents acts as a single control center for all your incident management needs. Instead of juggling multiple systems, it brings everything together into a unified platform. This means you can manage incidents, communicate with your team, and notify stakeholders all from one place.
Key Integrations and Features
Phoenix Incidents integrates seamlessly with the tools you already use, streamlining your workflow and providing a single source of truth for your team.
1. Jira Integration
Phoenix Incidents works hand-in-hand with Jira to manage your incidents as issues. It provides custom workflows and field configurations, allowing you to manage issue types and status transitions directly within the platform. This ensures your incident data is always in sync with your Jira projects.
2. Chat Platform Integration
Effective communication is critical during an incident. Phoenix Incidents ensures full transparency by centralizing all communication. We don’t allow private channels for incident response because we believe a healthy incident management process requires full visibility for all stakeholders.
When you integrate Phoenix Incidents with your chat platform, the system will:
Create and configure your company's main incident and incident reporting channels. You can easily modify these in your Channel Mapping settings.
Create a new, dedicated channel for each new incident and post a link to it in the main incident reporting channel.
Use a consistent naming convention for new incident channels (e.g.,
#jiraKey-summary, like#inc-34-authflow-down).Automatically archive incident-specific channels 7 days after the incident is marked as done or canceled to keep your chat environment clean.
Chat Platform Features:
Real-time notifications: Get instant updates when a new incident is created.
Automated status changes: Receive automatic updates as the incident status changes.
Proactive reminders: The system sends automated reminders for RCA (Root Cause Analysis) completion and action items.
Scheduled reports: Get automated weekly reports to review incident trends and performance.
3. Paging System Integration
Phoenix Incidents provides robust support for critical incident on-call paging. You can connect to your preferred paging provider to ensure the right people are notified immediately when an incident occurs.
Supported Paging Providers:
PagerDuty
VictorOps (Splunk On-Call)
Note: Jira Service Management is a potential future integration.
Integration Architecture:
Single Provider: Your admins can easily select and switch between a single active paging provider.
Health Checks: The system includes real-time status monitoring and connection health checks to ensure your paging system is always working.
Provider-Specific Features:
PagerDuty: Uses OAuth for secure authentication. It supports service and policy mapping and provides real-time status updates.
VictorOps (Splunk On-Call): Uses a two-step API-based connection process and supports two-way integration.
Mapping System:
Product-to-Service Mapping: Connect specific affected products to your paging services. You can even configure fallback services in case of a primary service failure.
Target Management: Configure service selection, policies, and escalation paths to ensure pages reach the correct on-call teams.