Sharing Incidents

Incidents can be shared from BigPanda to inform key team members or drive collaboration in external tools.

BigPanda incidents can be shared through email or integrated channels to maximize collaboration and streamline resolution workflows. Incident sharing can streamline notifying your team of critical issues, automatically create tickets, or loop in team members who don’t use BigPanda.

Shared incidents include detailed information on the incident including the status, subject, and information on each active alert in the incident. The share will also include links to the BigPanda incident, and a simplified Incident Preview for easy review.

By default, BigPanda can share incidents through email or SMS. Additional sharing channels can be configured to send BigPanda incidents to your team’s ticketing and collaboration systems. To learn more about setting up sharing channels, see the Managing Incident Sharing documentation or the Collaboration Integrations list.

Incidents can be shared manually from the Incident Feed at any time. AutoShare rules may also have been configured to automatically share Incidents that meet certain conditions to specific recipients. To learn more about creating AutoShare rules for incidents, see the Managing Incident Sharing documentation.

Incident Updates

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:

  • A maintenance window is updated.
  • An incident status has changed
  • An acknowledged value has changed.
  • An incident enters a snoozed state.
  • An incident enters a flapping state.
  • A comment has been added (disabled by default)

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To reduce noise levels, BigPanda does not send updates for snoozed or flapping incidents after recipients have been notified the incident has entered that state.

Viewing Existing Shares

Incident shares can be viewed from the Incidents Tab.

The blue share icon will appear in the incident feed or top right actions bar for any incidents that have already been shared manually or through AutoShare. Beside the blue arrow, the number of shared recipients will be listed.

Shares will also appear on the Activity tab in the incident details pane.

From the Incident List

Click the number beside the blue share icon to view sharing details.

Existing Shares WindowExisting Shares Window

Existing Shares Window

The sharing details popup includes the sharing history and subscriber information for the incident, including:

  • How many times the incident has been shared, broken out into a Manual Shares and an Auto Share section.
  • The recipient of the share
  • When each share was first sent
  • If the incident was manually shared, which user shared it
  • Whether the last attempt to share to 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 will both be listed.

From the Activity Tab

In the incident’s details pane, navigate to the Activity tab to see sharing details.

Shares will be listed with other timeline events and will be marked with a large blue single arrow Share icon, or the blue double arrow AutoShare icon.

Each share will list sharing details including:

  • If the incident was manually shared, which user shared it
  • When the share was first sent
  • The recipient of the share
  • Any comments included in the share

Sharing Incidents

Incidents can be shared manually at any time, even when in Maintenance or Resolved status. There is no limit to the number of recipients that an incident can be shared to, but incidents can only be shared with each recipient once. Recipients will receive updates on incident changes as long as they are subscribed to the incident.

Incidents can be shared from the Incidents Tab.

To share an incident:

  1. Navigate to the Incidents Tab.
  2. Hover over the incident in the incident feed and click the gray Share arrow icon.
    a. For incidents that have already been shared, the share arrow will be blue and visible even without hovering over the incident.

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The share arrow can also be found on the top right of incidents in the incident details pane.

The Share Incident dialog box opens.

Share Incident Dialog BoxShare Incident Dialog Box

Share Incident Dialog Box

  1. Select the sharing channel from the Share Via dropdown.
    a. In addition to Email and Text Message (SMS), any sharing channels configured by your administrator will appear in the list. Contact an administrator if you do not see a desired channel.
  2. If you select Email or Text Message (SMS), the Recipients field will appear. Enter recipients’ by email or SMS number.
    a. As you type, suggested recipients will appear below the box. Click a recipient to add, or finish typing the contact information and hit Enter.
    b. SMS numbers must be formatted as +(Country Code)(Number)
  3. (Optional) Add a note to the share in the Annotate this share field to give context on why you are sharing the incident. Information you add into the box will be included in the message or ticket created and will appear in the Activity feed for the incident.
  4. Click Share to send the incident, or Cancel to return to the previous screen.

In the bottom left corner of BigPanda a progress dialog box opens. While the share is in progress, you are able to cancel the share by clicking UNDO.

If a problem occurs and the share is unsuccessful, a dialog box will appear in the bottom left with error information.

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You can enter any email address in the Recipients field, not just internal BigPanda users. To prevent potentially sensitive data from being sent to the wrong person, it is best practice to select from the suggested users whenever possible.

Incident Preview

When an incident is shared, BigPanda includes a link to an incident preview page where recipients can see the latest incident status without logging in to BigPanda.

Incident Preview PageIncident Preview Page

Incident Preview Page

To open an Incident Preview:

  1. Open the email, SMS, ticket, or message where the incident was shared
  2. Click View Updated Incident or click the link listed on the Preview line

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The incident preview link is active for 30 days.

The incident preview is updated in real time as the incident evolves and includes key information on the type of events noted, status of the incident, and the source system of the triggering alerts.

The full list of active alerts in the incident is included in the preview, in a searchable list. Enter alert criteria such as host, check, source, or more to filter the alerts for instant visibility on system impacts and event types.

Unsubscribing from a Shared Incident

When an incident is shared with a recipient, they are automatically subscribed to updates for that incident. You can unsubscribe a recipient from updates for a specific incident from either the incident in BigPanda or through the Incident Preview.

To unsubscribe in BigPanda:

  1. Navigate to the Incidents tab and locate the incident in the incident feed
  2. Click the Number of Shares icon to open up the Existing Shares window
  3. Find the recipients name in the shares list
  4. Click the Subscribed toggle

The toggle will turn gray. To resubscribe, click the toggle again.

To unsubscribe through the Incident Preview:

  1. Open the Incident Preview from the shared message
  2. Click Stop Updates

The page will note that Email updates are currently disabled. To resubscribe, click Resume Updates.

Once unsubscribed, a recipient will no longer receive update emails, SMS messages, or ticket updates for the incident. The Incident Preview will remain available as long as the link is still active.

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You can resubscribe to an incident that was shared with you at any time


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