Sharing Incidents

You can manually or automatically share an individual incident from the feed to loop in a key team member or escalate it through an external ticketing and/or collaboration system. First, review the sharing history to see who is already subscribed to the incident. Then, share the incident with any other team members or systems as necessary.

Viewing Existing Shares

  1. In the incident feed, locate the incident.
    The number of existing shares appears beside the Share icon.
  2. Click the number of existing shares.
    A window opens that shows the sharing history and subscriber information for the incident, including:
  • How many times the incident has been shared manually and by an AutoShare rule.
  • Who has received a notification and whether the last attempt to contact the recipient was successful.
  • Whether the recipients are currently subscribed to receive updates on the incident.
  • If the incident was shared with an external ticketing system, the current status of the ticket in the target system and a direct link to it.
  1. Review sharing history to ensure the correct experts are receiving updates on the incident.

Sharing Incidents Manually

  1. In the incident feed, locate the incident.
  2. (Optional) Review the sharing history to see who is already subscribed to the incident.
  3. Click the Share icon () on the incident.
    Alternatively, select the incident, and then click the Share icon at the top right of the incident details pane.
  4. Select the sharing channel.

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You can filter the list of channels by entering a search term above the list.

  1. If you selected Email or Text Message (SMS) in Step 3, enter the recipients.

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Entering Recipients

Select from the list of existing BigPanda users and contacts, or manually enter an email address or a phone number for a contact who does not have access to BigPanda.

You can enter multiple recipients.

  1. (Optional) Enter an annotation for the share that helps team members understand why you are sharing the incident with them. The annotation appears in the activity feed for the incident.

  2. Click Share.
    BigPanda includes a link to a read-only preview page that allows recipients to see the latest incident status without logging into BigPanda.

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Sharing Options

You can configure additional sharing channels—such as Slack, JIRA, or PagerDuty—and rules for sharing incidents automatically. For more information, see Sharing.

Autosharing Incidents

Prerequisites

Relevant Permissions

Roles with the following permissions can access Autosharing settings in the BigPanda Settings:

Notifications_ReadRead-only - view existing Autosharing settings.
Notifications_Full_AccessFull access - view, add, edit and delete Autosharing settings.

Roles with the following permissions can access the account's Sharing Quotas in the BigPanda Settings:

Quotas_ReadRead-only - view existing rate limitations.
Quotas_Full_AccessFull access - view and edit rate limitations.

To learn more about how BigPanda's permissions work, see the RBAC - Role Based Access Control guide.

How It Works

Based on system events, outbound notifications (known as AutoSharing) are generated in BigPanda. For example, AutoSharing occurs immediately when a BigPanda incident is opened, resolved, or reopened (assuming the incident is not in a flapping or snoozed state). Additionally, AutoSharing occurs only for JIRA and ServiceNow channels when incidents or correlated alerts are updated.

The specific conditions that trigger AutoSharing include:

  • An alert with a status that is not equal to ok is correlated to an incident.
  • A maintenance window is updated.
  • An acknowledged value has changed.
  • An incident enters a snoozed state.
  • An incident enters a flapping state.
  • An alert tag or tag value is updated or deleted.
  • An incident description is updated.

AutoSharing via the JIRA and ServiceNow channels is limited to one message every five minutes. This imposed limit avoids triggering API rate limits that may otherwise unduly impact the performance of these external systems. The five minute limit does not apply when an incident is opened, resolved, or reopened, or it increases in severity. For example, if an incident increases from a status of warning to critical, AutoSharing occurs immediately.

Both manual and automatic notifications for other channels are governed by quotas. You can view your organization's current usage relative to the quotas within the BigPanda application at https://a.bigpanda.io/#/app/settings/quota.

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Set Limits May Change Arbitrarily

In BigPanda, new set limits and/or changes in existing quotas occur arbitrarily and without prior notice.

Updated 3 months ago


Recommended Reading

Smart Ticketing

Sharing Incidents


You can manually or automatically share an individual incident from the feed to loop in a key team member or escalate it through an external ticketing and/or collaboration system. First, review the sharing history to see who is already subscribed to the incident. Then, share the incident with any other team members or systems as necessary.

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