Acknowledgement Timeouts


If you want to an incident to re-trigger after a given period of time, you can set up an acknowledgement timeout period for your service. This option ensures that an incident is isn't disregarded after being ack'd.

With this feature enabled, an incident will re-trigger and start the notification process from the beginning if it isn't resolved by the service's acknowledgement timeout. This means that once the acknowledgement timeout expires, the acknowledged incident will again become a triggered incident.

An incident re-triggered by the acknowledgement timeout will re-notify the user who ack'd and the current user on-call if on-call responsibilities have changed since the ack.

Acknowledgement timeout configuration

You can configure the length of the timeout or turn it off completely in the settings for a service.

    1. Go to the Configuration menu and select Services.

    2. Click on the service you want to edit.

    3. Click Edit Service in the top right corner of the page.

    4. Under Incident Settings, select a time from the drop-down list. Or, to disable the timeout, clear the Acknowledgement timeout checkbox.

If a user wants to quiet an individual incident for a different length of time than the service's incident ack timeout, they can snooze the incident.

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