Operations | Monitoring | ITSM | DevOps | Cloud

‍For years, ilert has given our customers extensive analytics across their alerts, notifications, and on-call activity, a comprehensive overview of how their teams and services respond to incidents. These capabilities were backed by a separate analytical database running on Google BigQuery. It held the numbers behind every reporting dashboard in ilert, and for a long stretch it was perfectly fine. Then three problems grew too big to ignore.

Not all alerts are created equal. Some are resolved quickly by the on-call engineer. Others signal something serious enough to affect your business and require your whole team to coordinate. That is why we redesigned incidents as a dedicated coordination workspace for the alerts that have the most business impact.‍ Until now, incidents in ilert were used to communicate status updates to customers and stakeholders. Creating one meant publishing to your status page. We have separated the two.