VictorOps Announces New Incident Creation and Routing Features
November 15, 2016

VictorOps announced a sophisticated set of features that provide ultimate flexibility and control in incident routing and resolution.

VictorOps’ Manual Incident Creation and Manual Re-Routing (to an individual, team, and/or an escalation policy) make it possible to easily involve and collaborate with the right people when the ultimate goal is uptime. Aided by these features developers and operations professionals can work together as a single collaborative team, regardless of when or how the alert originated.

Manual Rerouting: The ability to route issues to specific domain experts for lightning-fast incident resolution is increasingly more important. Alerts are often machine-created, which can then result in floods of automated alarms—many of which are irrelevant and fail to reach the best possible responder. With this feature, users who are paged have the ability to route an existing incident to individual users, teams of users, and/or escalation policies.

“A great complement to the Incident Automation Engine, manual incident creation is key in systematizing major incident response,” said Joni Klippert, VP of Product, VictorOps. “When speed and efficiency count most, sometimes a person, not a machine, is needed to identify the best methods of resolving an incident. This new feature enables teams to call in reinforcements and create incidents related to complex problems that fall outside of traditional monitoring systems.”

Manual Incident Creation: Rather than routing obscure, confusing alerts via email, manual incident creation provides the ability to notify the right people or teams and have them immediately focused on the incident with a single click. With this feature, users explain the parent problem and synthesize one-off, noisy alerts into a single, comprehensive incident, delivered directly to the developers and other experts who can take action.

“The full power that manual incident creation provides is in easily directing actionable alerts to the people who can resolve the problems most efficiently and helping to improve overall paging policies,” added Klippert. “This serves to bolster VictorOps’ mission to decrease time to resolution and decrease on-call burnout.”

VictorOps’ Manual Incident Creation and Manual Re-Routing features are available in both Standard and Enterprise editions of the VictorOps product. They enable users to:

- Manually create new incidents from the web client, iOS, and Android devices

- Use human generated “eventing” to give context to noisy alerts, reducing alert fatigue and quieting noise

- Route or re-route incidents to individuals, teams, escalation policies, or a combination thereof

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