Managing Incident Tags

Incident tags can be customized to fit the needs of your organization.

Incident tags are key-value pairs that can be added to incidents for additional incident enrichment. Tags can be used to sort your incidents to ensure that you have visibility on the most relevant tasks. To learn more about how incident tags work, please see the Incident Tags documentation.

You are able to create, edit, or deactivate incident tags to fit the needs of your organization. Incident tags are managed from the Incident Tags settings page.

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The Priority tag is enabled in your system by default with pre-configured settings. You cannot create a Priority tag in your system, but you are still able to edit or deactivate it from the Incident Tags settings.

Incident Tags Settings PageIncident Tags Settings Page

Incident Tags Settings Page

When managing Incident tags, consider what summary information could be useful for incident management. For example, you can create a tag named ‘ticket status’ to track the progress of an incident and then enter values such as: To Do, In progress, Done.

Once configured, incident tags can be manually added to incidents from the Overview tab of the Incident Details pane. Incident Tags can also be configured to automatically be added or assigned to incoming and updating incidents based on incident or alert criteria. To learn more about adding automatic incident tags, please see the Automatic Incident Tags documentation.

Relevant Permissions

Roles with the following permissions can access the Incident Tags section of the BigPanda settings:

Incident-tags-definitions_Read

Read-only - View the Incident Tags section of the BigPanda Settings.

Incident-tags-definitions_Full_Access

Full access - View, create and edit incident tags in the Incident Tags section of the BigPanda Settings.

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

Creating Incident Tags

You can create new incident tags and add them to incidents in your system at any time.

To create an incident tag:

  1. Navigate to Settings > Incident Tags
  2. Click New Incident Tag
  3. Enter your tag information in the relevant fields
Edit Incident Tag PopupEdit Incident Tag Popup

Edit Incident Tag Popup

Field

Description

Type

Select a type for your tag:
Text: a free text tag that adds customized information to your incidents. For example, it is useful to create a tag providing a link to a Jira ticket.
Multi-value: an array of multiple text values that adds customized information to your incidents. For example, create a tag named “affected services” to list all of the organization’s services affected by the incident, such as: Billing, Payment.

The Tag type cannot be edited after a tag is created.

Name

Your incident tag name. The tag name is the first half of the key-pair that will show up on incidents. Each tag name must be unique.

The name should be short, specific, and meaningful to everyone at your organization. For example, choose the name Ticket, ID, or Status. The name will appear as the left part of the key-value pairs in the incident details pane.

The tag name can contain up to 20 characters and can include spaces.

Note (Optional)

Add additional information or context for the tag and its use. The note appears in the tag details of the settings screen.

Automatic Enrichment (Optional)

Automatic Enrichment allows you to define a formula or set value for calculating incident tag values based on incident or alert conditions, providing you with enriched data about your incidents.

Select New Item to open the Automatic Enrichment editor. To learn more about using Automatic Enrichment to automatically assign or add tags to incidents, please see the Automatic Incident Tags documentation.

  1. When satisfied with your tag settings, select Create Tag

Tags are activated upon creation and will be immediately available for use. For tags with automatic enrichment configured, the tag will apply to any incoming or updating incidents that meet the enrichment conditions. To learn more about automated tags, please see the Automatic Incident Tags documentation.

You can have up to 100 unique tag definitions configured for your organization.

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If you need to create a tag that is similar to an existing tag, use the Duplicate icon on the existing tag’s ribbon to create a copy. Each tag must have a unique name, and it is best practice to change the tag description to help you identify the differences between the two tags. Make the necessary edits and then select Create Tag to create the new tag.

Editing Incident Tags

Once created, you can edit incident tags at any time from the Incident Tags page.

To edit an incident tag:

  1. Navigate to Settings > Incident Tags
  2. From the list of incident tags, select the incident tag you would like to edit
  3. Click the Pencil icon on the incident tag ribbon, or the Edit Incident Tag button in the incident tag details pane
  4. The Tag Editor opens, allowing you to make changes to the tag settings
  5. When satisfied with the tag settings, select the Update Tag button

Priority Tag Customization

The Priority tag is preconfigured with 5 levels each assigned a name and color. You are able to edit these settings to create a customized hierarchy for your incidents.

You will not be able to change the tag type for the Priority tag, but can edit the tag name or note.

Edit Priority Incident Tag OptionsEdit Priority Incident Tag Options

Edit Priority Incident Tag Options

You can define the following fields for each Priority Level:

Field

Description

Name

Name the priority level. Default priority levels are P1 through P5, but can be modified as desired (e.g., critical, warning, urgent).

The level name can contain up to 10 characters.

Color

Select a color for the priority level. You are able to choose custom colors using the color picker. Up to 2 levels can have the same color.

Description (Optional)

Provide additional details about the priority level. The note appears in the priority tag details of the Incident Tag settings screen.

Each priority level is able to be activated or deactivated using the Active toggle to the right of the level. A deactivated priority level is removed from the incident priority menu and can no longer be assigned as a level of priority to incidents. However, a deactivated priority level is still visible for incidents that have already been assigned this level.

When a level is deactivated, incidents marked with that level are still sortable by priority.

BigPanda Incident Tags API

The BigPanda Incident Tags Definitions API is able to create and update incident tags, as well as get incident tag definitions. For more information about the Incident Tags API, please see the Incident Tags API (BETA) reference page.

Deactivating and Activating Incident Tags

Incident Tags that are no longer serving your organization’s needs can be deactivated at any time.

To deactivate or activate an incident tag:

  1. Navigate to Settings > Incident Tags
  2. From the list, select the incident tag you would like to deactivate.
  3. In the incident details pane, activate or deactivate an incident tag using the Active toggle.

If you are deactivating a tag, you will be prompted with a confirmation popup. Select Deactivate to deactivate the tag.

Deactivating Incident Tag Confirmation PopupDeactivating Incident Tag Confirmation Popup

Deactivating Incident Tag Confirmation Popup

A deactivated Text or Multi-value incident tag will no longer appear in the Overview tab of new and incoming incidents. The tag will still appear on any incidents it was previously added to. A deactivated incident tag will still appear on the Incident Tag list in the BigPanda settings in case you wish to reactivate it in the future.

If a Priority incident tag is deactivated, the priority dropdown menu no longer appears in the Incident feed and the Priority tag cannot be added to an incident.

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When the Priority tag is deactivated, incidents are still marked with their original priority but they are no longer sortable and priority can no longer be assigned.

A tag can be activated at any time. The tag will then be available to be manually added to any active incidents. If the tag has automatic enrichment enabled, it will only be automatically added or assigned to new or updating incidents. To learn more about automatic enrichment tags, please see the Automatic Incident Tags documentation.