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Assign an incident to a user

Assign an incident directly to any user in your workspace, for example a teammate on your schedule who agreed to take it over. Oppex contacts that user immediately by email and phone, and the escalation policy stops for this incident.

Permissions

Owner, Global Admin, Workspace Admin and Admin: any unresolved incident. Responder: incidents assigned to them. The Assign to User tab appears only when the option is enabled for your workspace.

Assign the incident​

  1. In the Incidents list, click ⋮ on the incident's row. The same menu is also in the incident's detail panel.
  2. Click Escalate To. The Escalate To dialog opens.
  3. Click the Assign to User tab. A list of users in your workspace appears.
  4. Optional: To narrow the list, type at least two characters of a name or email in Search users….
  5. Click the user you want. Their name appears in a card with a Change link, and Follow this incident is selected.
  6. Optional: Clear Follow this incident if your service doesn't need status updates about this incident.
  7. Click Assign User. Oppex shows "Incident assigned to Diana Prince".
Escalate To
Escalation Policy Assign to User
D
Diana Prince
✕ Change
Cancel Assign User

The incident is assigned to the user, and its service now shows their name. Oppex contacts them once by email and phone. Nobody on the original escalation policy is paged for this incident again.

You can't assign an incident to yourself

You don't appear in the user list. To take an incident yourself, acknowledge it.

FAQ

Does the incident stay on my service?

No. Oppex routes the incident to the user you assign, and the service column shows their name. Keep Follow this incident selected so your service still receives status updates.

Can I assign an incident to someone who isn't on the escalation policy?

Yes. You can assign it to any user in your workspace, whether or not they are on the policy.

What if the person doesn't respond?

Oppex doesn't escalate further after an assignment. If the incident needs a backup responder, change the escalation level instead, or assign it again to someone else.

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FAQ

Does the incident stay on my service?

No. Oppex routes the incident to the user you assign, and the service column shows their name. Keep Follow this incident selected so your service still receives status updates.

Can I assign an incident to someone who isn't on the escalation policy?

Yes. You can assign it to any user in your workspace, whether or not they are on the policy.

What if the person doesn't respond?

Oppex doesn't escalate further after an assignment. If the incident needs a backup responder, change the escalation level instead, or assign it again to someone else.