Incident Stakeholders#
Incident stakeholders are people who should stay informed about an incident without necessarily being the active responder or assignee.
Stakeholders are useful for:
- service owners;
- business owners;
- support contacts;
- customer success contacts;
- executives or other observers.
Stakeholder snapshots#
When an incident is created for a service, IncidentRelay can copy service default stakeholders into the incident stakeholder list.
This is a snapshot:
- new service default stakeholders affect only new incidents;
- existing incidents keep their own stakeholder list;
- incident stakeholders can be edited directly without changing the service defaults.
Read more: Service default stakeholders.
Notification events#
Stakeholders can receive notifications for lifecycle events:
| Event | Description |
|---|---|
| Created | A new incident was created for a service. |
| Priority changed | A responder changed the incident priority manually. |
| Status changed | The incident was acknowledged or changed status. |
| Resolved | The incident was resolved. |
Notification channels#
Stakeholder notifications are informational.
They can be delivered through:
- email, when the stakeholder has an email address;
- browser push, when the stakeholder is an active IncidentRelay user with browser push enabled.
Stakeholder browser push notifications do not include ACK, Resolve, Shelve or Unshelve action buttons.