Email alerts
When the escalation policy uses email, Oppex emails you the incident details. You can acknowledge or resolve the incident from the email without signing in.
Anyone the incident is assigned to receives the email. The buttons in it need no sign-in and no role.
What the email contains
The email comes from Oppex Alert (no-reply@mailer.oppex.ai). The subject shows the severity and the incident title, for example "[Sev 2] High error rate on checkout-api is assigned to you." Titles longer than 40 characters are shortened in the subject.
The email shows the incident ID, severity, status, affected service, the time it was triggered in UTC, and who it is assigned to.
Acknowledge or resolve from the email
- In the email, click Acknowledge or Resolve. A page opens in your browser.
- Read the confirmation: "Incident acknowledged successfully" or "Incident resolved successfully". You can then close the page.
If your organization requires a root cause analysis (RCA) before an incident is resolved, the email has no Resolve button. Resolve the incident in Oppex, where you can fill in the RCA. See Resolve.
If a button does not work
| Page message | Meaning |
|---|---|
| "Incident already acknowledged." or "Incident already resolved." | Someone has already acted on the incident. |
| "Invalid or expired token" | The link is older than 7 days, or it has already been used. Open the incident in Oppex. |
Emails your service receives
Besides your personal alert, each service can email a list of addresses when an incident is triggered, assigned, acknowledged, resolved, moved to another service, or changes severity. A service administrator chooses these under Notification Emails and Notification Events in the service's settings. Those emails go to the service's list, not to the responder.