Incident routing in All Quiet allows technical teams to streamline their workflows by customizing how incidents are handled based on specific conditions and actions. This feature ensures that alerts are managed and escalated efficiently, tailored to the severity and nature of the incident.

Two popular use cases are:

1. Mute channels when Environment = "TEST" -> reduce noise for Development/Testing Environments
2. Trigger an outbound webhook only for incidents that have been escalated

You can check out the examples on this page.

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Setting Up Your Incident Routing

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Step 1: Create New Routing

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Step 2: Add Rules

Now you can start configuring your Incident Routing by clicking on Add Rule and configuring your routing rules.

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Define Conditions

Specify the conditions under which your routing rule should trigger. You can configure the following parameters:

• Statuses: Choose between Open or Resolved.
• Severities: Select the severity level such as Minor, Warning, or Critical.
• Integrations: Pick the integrated tools that should trigger the rule.
• Services:
  Only for users of status pages.
  Pick the affected services that should trigger the rule.
• Intents: Filter by the incident’s current state, like resolved, escalated, etc.
• Attributes: Create custom conditions by setting Name and Value attributes.
• Apply only during these times and days: You can add specific weekdays and daytimes for the routing rule to be active.
• Apply only once during: You can add a specific range in time for the routing rule to be active only once.

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Configure Actions

Once the conditions are met, define the actions to be executed:

• Assign to Teams: Directs the incident to specified teams. Selecting this option replaces the original incident’s team assignment. To retain the original team alongside new assignments, explicitly include it in the selection. Learn more about this incident action here.
  This feature is only available if the routing’s team is associated with an organization. Organizations are available on Pro and Enterprise plans.
• Change Severity: Update the incident’s severity level.
• Add Interaction: Insert an interaction, such as a comment or status update.
  • Affects Services:
    Only if Affects was selected as Interaction
    Select the affected Service(s).
• Discard: Choose to discard the incident if it meets certain criteria.
• Rule Flow Control: Decide whether to continue with subsequent rules or not.
• Delay Actions (min.): Decide whether to delay the defined actions by a certain number of minutes or not.

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Choose Channels

Determine how notifications are sent out by configuring channels:

• Mute all Channels: Silence notifications across all channels (not including outbound integrations, see below).
• Channels: Select only specific channels (SMS, Email, Voice Call, Push Notification) that should be triggered when conditions are met, e.g. you can define that only for the conditions you set an SMS is sent.
• Mute all Integrations: Silence notifications across all outbound integration.
• Outbound Integrations: Select only specific outbound integrations that should be triggered when conditions are met, e.g. you can define that only for the conditions you set a generic outbound is triggered.

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Examples

Here are two examples of how teams are setting up Incident Routing with All Quiet

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Step 3: Finalize Your Incident Routing

You can add multiple rules and connect them with either Continue with subsequent rules or Skip subsequent rules. Rules are evaluated top to bottom and each matching rule is executed. You can edit or delete individual rules and reorder the rules you have defined to create custom workflows and make All Quiet work for your team.