Skip to main content
Incident management can email people when incidents happen. There are two separate audiences, configured in two places, that fire at different moments: Keeping them separate lets you route routine incident updates to the people who run a site, while reserving breach escalations for the people who need to act when a deadline is missed.

​
Notification recipients

Recipients are managed per location, in the Notification Recipients section on that location’s detail page. The people listed there receive an email when an incident opens, updates, or resolves at that location.
  • Add a recipient with their name and email.
  • Remove a recipient from the location when they should no longer be emailed for it.
A recipient can cover more than one location; the screen shows how many other locations each person also receives notifications for, so you can see their full coverage before removing them. Recipients also receive an incident’s external comments — comments a Support Operator marks as external are the outward-facing updates, and they reach the location’s recipients. Internal comments are not sent to recipients. See Comments and history for the difference.

​
Escalation contacts

Escalation contacts are managed in Settings → Escalation Contacts. They are emailed only when an incident breaches its SLA deadline — the resolution-time targets you set in SLA rules. This is the “someone needs to act now” channel, distinct from the routine open/update/resolve emails recipients get. An escalation contact is one of your network’s users. Add the people who should be alerted on a breach, and remove them when they should no longer be.

​
Which to use

  • Use notification recipients for the people who should follow incidents at a site as they happen.
  • Use escalation contacts for the people who should be pulled in only when an incident is running late against its SLA.