diff --git a/content/en/incident_response/on-call/_index.md b/content/en/incident_response/on-call/_index.md index 9ce7d996740..01d67ea6ffa 100644 --- a/content/en/incident_response/on-call/_index.md +++ b/content/en/incident_response/on-call/_index.md @@ -87,6 +87,7 @@ To get started with On-Call, [onboard an On-Call Team][1] and ensure that all Te {{< whatsnext desc="This section includes the following topics:">}} {{< nextlink href="/incident_response/on-call/teams">}}Onboard a Team: Create a new On-Call Team, add an existing Datadog Team to On-Call, or import a team from PagerDuty.{{< /nextlink >}} {{< nextlink href="/incident_response/on-call/triggering_pages">}}Trigger a Page: Page a team through monitors, incidents, security signals, etc.; or manually send a Page through Datadog, Slack, Microsoft Teams, or the Datadog API. {{< /nextlink >}} + {{< nextlink href="/incident_response/on-call/responding_to_pages">}}Respond to a Page: Acknowledge, resolve, or reroute Pages as a responder. {{< /nextlink >}} {{< nextlink href="/incident_response/on-call/escalation_policies">}}Escalation Policies: Define steps for how a Page is sent to different schedules. {{< /nextlink >}} {{< nextlink href="/incident_response/on-call/schedules">}}Schedules: Define timetables for Team members' on-call rotations.{{< /nextlink >}} {{< nextlink href="/incident_response/on-call/profile_settings">}}Profile Settings: Configure your contact methods and notification preferences to ensure you receive timely and effective Pages.{{< /nextlink >}} diff --git a/content/en/incident_response/on-call/escalation_policies.md b/content/en/incident_response/on-call/escalation_policies.md index a8b593ddbfd..1b13c414382 100644 --- a/content/en/incident_response/on-call/escalation_policies.md +++ b/content/en/incident_response/on-call/escalation_policies.md @@ -94,6 +94,11 @@ Common use cases for paging an entire Team are: - Maximum number of notify targets (individuals, teams, or schedules) per escalation step: 10 - Minimum time before escalation to the next step: one minute +## Further reading + +{{< partial name="whats-next/whats-next.html" >}} + [1]: /incident_response/on-call/teams [2]: https://app.datadoghq.com/on-call/escalation-policies [3]: https://app.datadoghq.com/on-call/escalation-policies/create +[4]: /incident_response/on-call/responding_to_pages diff --git a/content/en/incident_response/on-call/responding_to_pages.md b/content/en/incident_response/on-call/responding_to_pages.md new file mode 100644 index 00000000000..e15ef3e2930 --- /dev/null +++ b/content/en/incident_response/on-call/responding_to_pages.md @@ -0,0 +1,122 @@ +--- +title: Responding to Pages +aliases: +- /service_management/on-call/responding_to_pages/ +further_reading: +- link: '/incident_response/on-call/triggering_pages' + tag: 'Documentation' + text: 'Trigger a Page' +- link: '/incident_response/on-call/escalation_policies' + tag: 'Documentation' + text: 'Escalation Policies' +--- + +When you receive a Page in Datadog On-Call, you can acknowledge it, resolve it, or reroute it to another responder. This page explains how to manage and respond to Pages. + +## Page statuses + +Pages in Datadog On-Call have three possible statuses: + +- **Triggered**: The Page has been created and sent to responders. Notifications are actively being sent according to the escalation policy. +- **Acknowledged**: A responder has acknowledged the Page and is working on it. Escalation stops once a Page is acknowledged. +- **Resolved**: The issue has been resolved and the Page is closed. No further notifications are sent. + +## Acknowledge a Page + +Acknowledging a Page indicates that you are aware of the issue and are working on it. When you acknowledge a Page, it stops escalating to other responders. + +To acknowledge a Page: + +1. Open the Page from your notification (email, SMS, push notification, or Slack/Microsoft Teams). +1. Click **Acknowledge** or reply with the acknowledgment command through your notification channel. + +You can also acknowledge a Page directly in the Datadog UI: + +1. Go to [**On-Call** > **Pages**][1]. +1. Find the Page you want to acknowledge. +1. Click **Acknowledge**. + +### Acknowledge through notification channels + +Depending on how you receive notifications, you can acknowledge Pages directly from your notification: + +- **Email**: Click the **Acknowledge** button in the Page notification email +- **SMS**: Reply with `ack` to acknowledge +- **Mobile app**: Tap **Acknowledge** in the push notification +- **Slack**: Click **Acknowledge** in the Page message or use the `/datadog page ack` command +- **Microsoft Teams**: Click **Acknowledge** in the Page message + +## Resolve a Page + +Resolving a Page marks the issue as complete and closes the Page. Once resolved, no further notifications are sent. + +To resolve a Page: + +1. Go to [**On-Call** > **Pages**][1]. +1. Find the Page you want to resolve. +1. Click **Resolve**. + +You can also resolve Pages through notification channels: + +- **Email**: Click the **Resolve** button in the Page notification email +- **SMS**: Reply with `resolve` to resolve +- **Mobile app**: Tap **Resolve** in the push notification +- **Slack**: Click **Resolve** in the Page message or use the `/datadog page resolve` command +- **Microsoft Teams**: Click **Resolve** in the Page message + +### Automatic resolution + +Pages can be automatically resolved in the following scenarios: + +- **Monitor recovery**: When a monitor that triggered a Page recovers, the Page is automatically resolved if the recovery notification includes the On-Call team mention (for example, `@oncall-payments`). +- **Escalation policy setting**: If your escalation policy is configured to automatically resolve Pages after all steps are executed, the Page is resolved after the final escalation step. + +## Reroute a Page + +If you need to hand off a Page to another responder, you can reroute it. You can reroute Pages that are `Triggered` or `Acknowledged`. You cannot reroute Pages that are `Resolved`. + +To reroute a Page: + +1. Open the Page in the Datadog UI at [**On-Call** > **Pages**][1]. +1. Click **Reassign**. +1. Select the user or team you want to send the Page to. +1. (Optional) Add a message explaining the handoff. +1. Click **Confirm**. + +The new recipient is notified immediately, and the Page continues from its current state. + +## Escalate a Page + +If a Page is not acknowledged within the timeframe defined in the escalation policy, it automatically escalates to the next step. You do not need to manually escalate a Page—this happens automatically based on your escalation policy configuration. + +To modify escalation behavior, update your [escalation policy][2]. + +## View Page history and details + +Each Page includes a detailed history of all actions taken, including: + +- When the Page was triggered and by whom or what +- All responders who were notified +- Acknowledgment and resolution timestamps +- Who acknowledged or resolved the Page +- Any rerouting or reassignments + +To view Page details: + +1. Go to [**On-Call** > **Pages**][1]. +1. Click on the Page you want to review. +1. Review the timeline on the right side panel. + +## Best practices + +- **Acknowledge promptly**: Acknowledge Pages as soon as you start working on them to prevent unnecessary escalations. +- **Add context when rerouting**: When rerouting a Page, include a message explaining why you're handing it off and any relevant context about what you've investigated. +- **Resolve when complete**: Mark Pages as resolved as soon as the issue is fixed to keep your Page list clean and provide accurate metrics. +- **Review escalation policies**: If you find Pages are escalating too quickly or too slowly, work with your team to adjust the escalation policy timeframes. + +## Further Reading + +{{< partial name="whats-next/whats-next.html" >}} + +[1]: https://app.datadoghq.com/on-call/pages +[2]: /incident_response/on-call/escalation_policies