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

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Setting Up Your Advanced Incident Routing

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Step 1: Create New Routing

1

Create New Routing

To begin setting up your incident routing, navigate to the Advanced Routings section in the sidebar and click on + Create.

2

Name and Create Your Routing

1. Under Display Name enter the name for your routing like “My Routing”.
2. Select the Team the routing should be applied to.
   Pro and Enterprise plan users: Select the root team of the routing. Later, you may add the routing to further teams within the root team’s organization.
3. Click Create Advanced Routing.

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Step 2: Select the Teams

1. Edit, where you can change the Routings Display Name
2. Rules, where you can add the actual routing rules.
3. Team Connections, where you can manage the connected teams.

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Step 3: Add Rules

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Define Conditions

• 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.
  If enabled on integration level, Snoozing is applied before routing rules are evaluated, so by the time rules run, the incident is no longer in the “Created” state but already “Snoozed”. So if you want to run a rule once an incident is “created”, you might want to include “snoozed” as an additional intent so the rule applies regardless of whether the incident is newly created or already snoozed.
• Attribute Conditions: Select the attributes that will trigger this rule. Depending on your selection, the incident’s attributes will be matched using all (AND logic) or any (OR logic) of your selected attributes. Choose from different operators, like = , contrains, > and <= to build rules based your attributes’ values. In the routing engine, both the attribute name and attribute value comparisons are not case-sensitive.
  For Incident Groups: Use the SubIncidentsCount attribute to perform actions based on the number of subincidents in a main incident.
• Recurring Time Restrictions: Restrict the routing rule to certain weekdays and times. Incidents outside this range will not be evaluated by this rule.
• Absolute Date Restrictions: Enable a time range in which the rule will be activated. Incidents outside this range will not be evaluated by this rule.

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Configure Actions

• Discard: Choose to discard the incident if it meets the defined Conditions.
• 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).
  • Forward to:
    Only if Forwarded was selected as Interaction
    Select the Outbound Integration the incident should be forwarded to.
  • Snooze for (minutes) & Snooze until:
    Only if Snooze was selected as Interaction
    Select whether the integration should be snoozed for a certain duration or until a certain point in time.
• 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.
  • Notify all assigned users & teams: Decide whether you only want to notify newly assigned users with the “Assign” action or all assigned users and teams, including those previously notified about the incident.
    Assign to Teams is only available if the routing’s team is associated with an organization. Organizations are available on Pro and Enterprise plans.
• Add/Set Attributes: Add attributes to the incident or adjust the value of an attribute under certain conditions. You can also do this in the payload mapping section of each inbound integration.
• Delay Actions (min.): Decide whether to delay the defined actions by a certain number of minutes or not.
  The delayed action will only be executed if the Conditions of this rule are still met at the point in time where the action should be triggered.
• Rule Flow Control: Decide whether to continue with subsequent rules or whether all subsequent rules should be skipped if this rule is triggered.

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Choose 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

Use Case 1: Mute channels when Environment = TEST

In this example:

• The Conditions are
  • Status is Open
  • Severity is Critical
  • The attribute condition is: Attribute Environment = Test.
• Actions are
  • Change Severity to Warning
• Channels chosen are
  • Only Email Channel is chosen

Use Case 2: Trigger Generic Outbound for escalated incidents

In this example we set two rules in order to only trigger our webhook outbound integration for incidents that have been escalated.Our first rule:

• Condition is that an incident is Open
• For Channels we select only our Slack integration and not our Webhook integration
• We select Continue with subsequent rules

Our second rule:

• Condition is that incidents are Open & Escalated
• Action is that we change the Severity to Critical
• We now select both Channels, our Slack integration and our Webhook outbound integration

This means that only once an incident has been escalated (both manually and automatically) the status will automatically change to Critical and we will trigger our outbound webhook integration.

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Step 4: Finalize Your Incident Routing