Managing Incident Sharing

Additional sharing channels and AutoShare rules can be configured to streamline notifying and collaborating outside of BigPanda.

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 be configured to fit your incident resolution workflow.

Incidents can be manually shared by users, or you can also 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.

Relevant Permissions

Roles with the following permissions can access the Autoshare settings.

Notifications_Read

Read-only - view existing Autosharing settings

Notifications_Full_Access

Full access - view, add, edit and delete Autosharing settings

Integrations_Full_Access

Full access - view, add, edit and delete Collaboration Integrations

Configuring Sharing Channels

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. 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 synchronization can allow incident comments and resolution to update both systems simultaneously.

Integrating Collaboration Tools

Each collaboration tool will need to be integrated with BigPanda.

Many collaboration tools have out-of-the-box solutions with streamlined configuration.

Collaboration tools are managed on the Integrations tab.

To add a collaboration integration:

  1. Navigate to the Integrations tab
  2. In the left pane, click New Integration
  3. Click the Collaboration tab or search to find the desired tool
  4. Select the desired integration
  5. Follow the instructions to install and configure your integration.
Integration Configuration InstructionsIntegration Configuration Instructions

Integration Configuration Instructions

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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.

Rate Limitations

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 your organization reaches 90% of your quota, your admins will be notified via email.

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:

Quotas_Read

Read-only - view existing rate limitations.

Quotas_Full_Access

Full access - view and edit rate limitations.

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

Rate limitations are managed from the Sharing Quotas settings page.

To request a change in rate limitations:

  1. Navigate to Settings > Sharing Quotas
  2. Locate the sharing channel you’d like to adjust
  3. Hover your mouse in the Action column, and click Request Change
  4. 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 receive your message and review it as soon as possible.

Custom Integrations

In addition to the out-of-the-box integrations, you can use email content or the Notifications Webhook to build custom integrations with other messaging, ticketing, or collaboration systems.

Building Webhooks

The Notifications Webhook lets you share incidents with a collaboration tool via a callback URL. The webhook will send incident and alert data to the recipient application, which can process the information based on the business login you configure.

To learn more about building custom sharing channels using webhooks, see the Notifications Webhook documentation.

Email-Based Integrations

BigPanda emails and SMS messages are sent using a standard format that can be parsed to populate tickets and messaging in other collaboration tools.

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Incident ID

The BigPanda incident link includes the unique incident ID number as the last 24 characters. You can parse the email for the ID, and use it as a unique key to help determine if the notification is for a new incident or for an update to an existing one.

Email Subject Format
<User name> shared with you the incident: <Incident subjects>/< Alerts summary>

Email Body Format
<Sharing annotation>
<User name> shared this incident with you.
Details as of: <Last change to incident> <Link to Incident>
Incident Details:
Status: <Incident status>
Started at: <Incident start time>
Source system: <Source system> < - Integration name> (one entry for each source system)
Preview: <Link to incident preview page>
BigPanda: <Link to incident details>
Timeline: <Link to incident timeline>
Service : <Incident subjects>
Check: <Alerts summary>
This incident contains: (<Number of active alerts>) <Status of alerts>
(One entry for each active alert) <Alert status> <Alert source system> <Alert subject>
<Alert name>
<Link to Incident>

Shared Email ContentShared Email Content

Shared Email Content

SMS Message Format
<Incident status> <Incident subjects>
<Link to BigPanda incident preview page>
<Alerts summary>

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Message Length Limits

BigPanda sends only one SMS message per incident update. To limit the length of the SMS message, incident subjects and the alerts summary may be truncated in the message.

Smart Ticketing

AutoShare rules set conditions for incidents to automatically share to a specific sharing channel. By notifying and escalating high priority or team-related incidents, AutoShare dramatically speeds up the resolution process.

AutoShare rules are based in Environments. When an incident enters an environment 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 Environments documentation

AutoShare rules are managed from the AutoShare Settings panel.

Sharing Rules

A new incident will be shared based on the environments that it enters, after a short initial delay of 5 seconds. The delay ensures that the message includes any simultaneous alerts to give a full picture of the incident. The incident will be shared with all channels with active rules that it matches, after a short initial delay of 5 seconds

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.

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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 one email per update, not three.
  • 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.

Creating New AutoShare Rules

You can create new AutoShare Rules at any time from the AutoShare settings page.

  1. Navigate to Settings > AutoShare
  2. Click Create AutoShare
  3. In the Choose Environment dropdown, select an Environment to share incidents from
  4. In the Escalate via dropdown, select the sharing channel to share incidents to
  5. Click Next
  6. For email and SMS AutoShares, enter the contact information in the Recipients field. You may enter more than one recipient.
  7. (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
  8. Click CREATE

The new AutoShare rule is activated and added to the list.

Managing AutoShare Rules

Once created, you can edit, disable, or delete AutoShare rules at any time from the AutoShare page.

To find a specific rule, use the search field above the list of sharing rules.

Editing an AutoShare Rule

You are able to edit Recipients or Personal Message for existing rules.

  1. Navigate to Settings > AutoShare
  2. Select the edit button for the desired rule
  3. Make changes to the Recipients or Personal Message
  4. Click Save

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The Environment and Sharing Channel cannot be changed once a rule has been saved. To share from a different environment or sharing channel, create a new rule.

Inactivating an AutoShare Rule

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.

To temporarily inactivate an AutoShare rule:

  1. Navigate to Settings > AutoShare
  2. From the Active dropdown for the desired rule, select Inactive

Incidents are no longer shared based on the rule. Incidents that were previously shared through the AutoShare will continue to receive updates.

You can re-enable an inactivated rule by selecting Active at any time. Once reactivated, the rule will function as a new rule. Existing incidents in environments will not trigger, but incoming incidents will be shared according to the rule.

Deleting an AutoShare Rule

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.

To permanently delete an AutoShare rule:

  1. Navigate to Settings > AutoShare
  2. Select the delete button for the desired rule
  3. Click Yes to confirm, or No to return to the previous page.