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Routing Incidents

A Service links your monitoring tools to an escalation policy. Every incident belongs to a service — the service and its escalation policy determine who gets paged.

Before you start​

You need an escalation policy to attach to the service. Create your escalation policy first, then return here to create the service.

Creating a Service​

1. Open Services​

Go to Configure → Services and click New Service.

2. Fill in the service form​

New Service
×
Basic Info
Payments API
Handles all payment processing and transaction routing…
Escalation Policy
Backend On-Call
Notifications
team-oncall@company.com × Add email…
Cancel Save Service

3. Connect an integration​

Once the service is saved, open it and click Add Integration to connect a monitoring tool (New Relic, Site24x7, GroundCover, or Generic Webhook). Each integration generates a unique webhook URL for your monitoring tool.

FAQ

Can I change the escalation policy on a service with open incidents?

Yes. The change applies to new incidents only. Existing open incidents continue through the policy that was active when they were created.

How many integrations can a service have?

There is no limit. You can connect as many monitoring tools as needed to a single service.

What if I don't have an escalation policy yet?

You must create one before you can save a service. Go to Configure → Escalation Policies → New Escalation Policy first.

In this article

FAQ

Can I change the escalation policy on a service with open incidents?

Yes. The change applies to new incidents only. Existing open incidents continue through the policy that was active when they were created.

How many integrations can a service have?

There is no limit. You can connect as many monitoring tools as needed to a single service.

What if I don't have an escalation policy yet?

You must create one before you can save a service. Go to Configure → Escalation Policies → New Escalation Policy first.