Templates / Incident & escalation / incident-escalation

Incident Escalation

Turns a monitoring alert into a managed incident. A DMN table classifies severity from customer impact and error rate; minor alerts become backlog tickets, everything else pages the on-call engineer. If nobody acknowledges within 15 minutes an interrupting timer escalates to the incident commander, and a Sev 1 ends with a post-mortem.

dmntimer boundaryescalationon-callsre
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casen template use incident-escalation
ticket page postmortem done Classifyseverity Createbacklogticket Page on-callengineer Acknowledgeincident Pageincidentcommander Mitigate andresolve Publishstatusupdate Writepost-mortem Alert fired Sev3? Ticket created 15 min unacknowledged Sev1? Post-mortem published Incident resolved

Scenarios · 3

  • A customer outage is paged, resolved and gets a post-mortem classify-severity → page-on-call → acknowledge → mitigate → write-postmortem
  • A degradation is resolved without a post-mortem acknowledge → mitigate → needs-postmortem → resolved
  • A minor internal alert becomes a ticket classify-severity → create-ticket → ticket-created

Job types · 3

  • pager-page Page on-call engineer, Page incident commander
  • statuspage-update Publish status update
  • ticket-create Create backlog ticket

Files · 3

Every scenario passes on @bpmnkit/engine's runScenario in the package's tests. casen template use incident-escalation [dir] writes the files above into your project — see the templates guide for running the scenarios and deploying.

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