Incident communication · Autessa Status Page
Incident updates and lifecycle
Autessa Status Page moves every incident through a clear lifecycle, Investigating, Identified, Monitoring and Resolved, with a public update at each step. Staff post updates from the incident's page in Status Admin, can fix the wording of an earlier update, and can edit the title, impact and affected components as they learn more.
The problem it solves
Silence is the worst update
Customers forgive outages much faster than they forgive not knowing. A predictable rhythm of updates, each saying what changed, keeps trust intact. And when an update goes out with a typo or a wrong detail, you should be able to correct it without posting a confusing second message.
What you get
- Incident statuses: Investigating, Identified, Monitoring, Resolved.
- Post an update: pick the status, write the message, select Post update. Customers see it right away.
- Resolving stamps the resolution time; the page shows how long it lasted.
- Reopening a resolved incident clears the resolution time and puts its components back to their incident statuses.
- Fix wording: correct a past update in place, without adding a new one.
- Edit details: change the title, impact and affected components.
- Each update records who posted it and when; only the time is public.
- The Incidents list sorts by title, status, impact, affected, started and resolved.
How it works
How does incident updates and lifecycle work?
Open the incident
From the Overview or the Incidents list. The top card shows impact, start, resolution and each affected component with its current status.
Choose the new status
Investigating, Identified, Monitoring or Resolved.
Write what customers should know
What changed since the last update, in plain words.
Post update
It appears at the top of the public timeline at once. When resolving, you can set the components back to Operational in the same step.
Correct if needed
Use Fix wording on any earlier update, or Edit details to change the title, impact or affected list.
Every option
Every incident action
| Option | What it does |
|---|---|
| Post update | Status plus message. Required message: "Write what customers should know." |
| Resolved | Stamps the resolution time and offers to set affected components back to Operational. |
| Reopen | Posting a non-resolved status on a resolved incident clears the resolution and reapplies component statuses. |
| Fix wording | Edit the text of any past update. The time and status stay as they were. |
| Edit details | Title, impact and affected components. Changing the affected list here does not change current component statuses. |
| Incidents list | Sortable by Title, Status, Impact, Affected, Started and Resolved. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Staff in Status Admin | Post updates, resolve and reopen incidents, fix wording and edit details. |
| Visitors | Read every update on the incident page and in the history. |
FAQ
Questions about incident updates and lifecycle
What do Investigating, Identified, Monitoring and Resolved mean?
Investigating: you know something is wrong and are looking. Identified: you found the cause and are fixing it. Monitoring: a fix is in place and you are watching. Resolved: it is over.
Can I edit an update after posting it?
Yes. Fix wording corrects the text of any past update in place; its time and status stay the same.
Can I reopen a resolved incident?
Yes. Post an update with Investigating, Identified or Monitoring. The resolution time is cleared and the affected components go back to their incident statuses.
100% customizable, code and all
Make Autessa Status Page fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours