BigPanda incidents can be shared through email or integrated channels to notify your team of critical issues, automatically create tickets, or loop in team members who don’t use BigPanda. By default, incidents can be shared through email or SMS, but additional sharing channels can also be configured to fit your incident resolution workflow.
Incidents can be manually shared by users, or you can also use AutoShare rules to send incidents to recipients any time an incident fits particular criteria. Configuring AutoShare rules ensures that all involved team members are notified and escalation steps are taken as soon as an incident is detected.
Once shared, recipients will be updated when key changes happen. This ensures teams collaborating together externally are always working from the latest BigPanda data. Users can unsubscribe from incidents to stop receiving updates.
BigPanda sends information to the subscribed recipients of a share when:
- The incident status has changed.
- An incident tag is added or removed.
- An incident is split or merged.
- A new alert is correlated into the incident.
- The incident enters a snoozed state.
- The incident enters a flapping state.
- A comment is added.
- The incident closes.
Roles with the following permissions can access the Autoshare settings.
|AutoShare||View, add, edit, and delete AutoShare Rules in the BigPanda Settings.|
|Integrations||View, install, and edit collaboration integrations in the Integrations tab.|
Permission access levels can be adjusted by selecting either View or Full Access. To learn more about how BigPanda's permissions work, see the Roles Management guide.
BigPanda can share incidents through email and SMS without any configuration. Additional sharing channels can be configured by adding collaboration integrations.
BigPanda automatically populates the messages and tickets with incident information, including a link to an Incident Preview Page. As the incident updates in BigPanda, the external messages and tickets will be kept up-to-date.
BigPanda provides built-in integrations to several types of systems, including:
- Ticketing systems such as JIRA and ServiceNow. In BigPanda, the incident shows the current status of the ticket in the target system and provides a direct link to it.
- Messaging services such as Slack and MS Teams. Comments and invitations to the channel can be included as part of the share.
- Task and incident management tools such as Asana and PagerDuty. Bi-directional sync can allow incident comments and resolution to update both systems simultaneously.
Many integrations with bi-directional sync have special rules about what is shared and how. For more information, see the Integrate with BigPanda documentation.
Each collaboration tool will need to be integrated with BigPanda.
Many collaboration tools have standard solutions with streamlined configurations.
Collaboration tools are managed in the BigPanda UI within the Integrations tab. See the Collaboration documentation for more information.
To add a collaboration integration:
- Navigate to the Integrations tab.
- In the left pane, click New Integration.
- Click the Collaboration tab or search to find the desired tool.
- Select the desired integration.
- Follow the instructions to install and configure your integration.
Multiple Channels for One Tool
If different teams use unique channels or projects within the same tool, you can create multiple share channels by creating multiple integrations for the same target system.
BigPanda uses rate limitations to protect third-party vendors from overload. Each sharing service includes a default quota. The quota counter resets every 24 hours.
If necessary, it may be possible to adjust rate limitations to fit special circumstances or needs.
Roles with the following permissions can access Sharing Quota settings:
|Read-only - view existing rate limitations.|
|Full access - view and edit rate limitations.|
To learn more about how BigPanda's permissions work, see the Roles Management documentation.
Rate limitations are managed from the Sharing Quotas settings page.
To request a change in rate limitations:
- Navigate to Settings > Sharing Quotas.
- Locate the sharing channel you’d like to adjust.
- Hover over the Action column, and click Request Change.
- In the CS messenger popup, add additional details for the reason for change and click the blue arrow or hit Enter.
The Customer Support team will review your request as soon as possible.
AutoShare rules set conditions for incidents to automatically share to a specific channel. By notifying and escalating high-priority or team-related incidents, AutoShare dramatically speeds up the resolution process.
AutoShare rules are based on Environments. When an incident enters or updates within an environment, the AutoShare rules for that environment will trigger.
Before setting an AutoShare rule for a channel, first configure an Environment to filter for the desired attributes. To learn more about configuring Environments, see the Manage Environments documentation.
AutoShare rules are managed from within the BigPanda UI at Settings > AutoShare.
A new incident will be shared based on the environments that it enters. The incident will be shared with all channels with active rules that it matches.
AutoShares are generally delayed by a short period of time. Delays allow your team to receive all of the initial information about a system event right away. There are two delay options: initial delay and update delay. The initial delay has a default of 5 seconds, and the update delay has a default of 2.5 minutes. This time can be configured to fit your AutoShare workflow. The maximum supported delay is 12 hours.
To adjust the AutoShare delay settings, reach out to BigPanda Support and request a product change.
When you create a new AutoShare rule or activate a previously disabled rule:
- New incidents are shared automatically according to the rule.
- Existing incidents in the Environment are not shared automatically, but if an existing incident is resolved and then reopened or enters a flapping state, a share is sent.
If an existing incident no longer matches a rule, BigPanda stops sending updates for it. For example, if the incident status changes to Warning and is no longer included in an Environment for critical incidents, the AutoShare rules for that Environment are no longer applied to the incident.
Exception for Ticketing Systems
When an AutoShare rule creates an auto-populated ticket in a system such as JIRA or ServiceNow, BigPanda continues to send updates to the ticket even if the incident no longer matches the Environment criteria.
If multiple rules match the same incident:
- The incident is shared with all channels in all matching rules.
- The incident is shared only one time per channel, per update. If the incident matches three different rules that email the same contact, the contact receives only one email per update.
- The order of the AutoShare rules does not impact the sharing behavior.
- For an AutoShare to JIRA, the JIRA ticket is populated with the Environment from one of the matching rules. The Environment is selected randomly from the matching rules.
- Inactive rules do not impact active rules.
To create a new AutoShare rule:
- Navigate to Settings > AutoShare.
- Click Create AutoShare.
- In the Choose Environment dropdown, select an Environment to share incidents from.
- In the Escalate via dropdown, select the sharing channel to share incidents to.
- Click Next.
- For email and SMS AutoShares, enter the contact information in the Recipients field. You may enter more than one recipient.
- (Optional) Enter a note in the Personal Message box to add context each time the AutoShare rule triggers.
a. The note may be included in the shared message and will appear in the incident’s Activity feed.
- Click CREATE.
The new AutoShare rule is activated and added to the list.
Additional Customization Options for MS Teams
The BigPanda MS Teams integration has additional options to customize and adjust the shared message to fit the needs of your team. Read more about customizing MS Teams shares in the MS Teams documentation.
You can edit, temporarily deactivate, or permanently delete each AutoShare rule you created. You can filter the list of AutoShare rules by entering a search term in the field above the list. Or, by using predefined filtering by environment, channel, recipient, and status.
To manage AutoShare rules:
- Navigate to Settings > AutoShare. A list of existing AutoShare rules appears.
- Select the AutoShare rule you wish to edit, activate/deactivate, or delete.
- Use any of the following options to modify the AutoShare rule:
|Edit||a. Click the Pencil icon.|
b. Make changes to the Recipients or Personal Message.
c. Click Save.
The Environment and Sharing Channel cannot be changed once a rule has been created. To share from a different environment or sharing channel, create a new rule.
|Activate or Deactivate||AutoShare rules can be temporarily disabled. Inactivating a rule is ideal for longer PTO gaps or when a project requires different notification rules than usual.|
Using the toggle button, select Active or Deactivate.
When deactivated, new matching incidents are no longer shared based on the rule. Incidents that were previously shared through AutoShare will continue to receive updates.
Once reactivated, it will function as a new rule. Existing incidents in environments will not trigger, but incoming incidents will be shared according to the rule.
|Delete||When a sharing channel is no longer needed, AutoShare rules can be deleted. An AutoShare rule cannot be recovered if deleted and will need to be configured again.|
a. Click the Trash icon.
b. Click Delete to confirm, or Cancel to return to the previous page.
Learn more about Sharing Incidents
View the list of Collaboration integrations
Learn to navigate the BigPanda Settings page
Updated about 2 months ago