Configuring Incidents

Incident settings allow your organization to customize how incidents are created, classified, and managed in FireHydrant. From severity levels to custom fields and incident roles, you can tailor the incident management experience to match your processes and terminology.

Incident Classification

Configure how incidents are categorized and prioritized across your organization.

• Severities and Priorities — Customize severity levels (SEV1–SEV5, custom levels) and priority indicators. Control which roles can use specific severities.
• Severity Matrix — Set up automatic severity assignment rules based on affected components and conditions detected during incident declaration.
• Incident Types — Define custom incident types and configure type-specific settings, including default severities and associated runbooks.

Incident Data

Manage what information is captured and displayed for incidents.

• Incident Fields — Configure standard incident fields like Customer Impact, Environment, and Affected Components. Customize field labels and visibility.
• Incident Custom Fields — Create custom fields (text, dropdown, date, etc.) to capture additional metadata relevant to your incidents.

Incident Roles & Access

Define roles and permissions for incident response.

• Incident Roles — Create and manage incident response roles (e.g., Incident Commander, Communications Lead) with specific permissions and responsibilities.

Incident Organization

Set up organizational structure and metadata for incidents.

• Incident Labels — Create labels to tag and organize incidents (e.g., "database", "frontend", "security").
• Incident Tags — Configure tag prefixes to enforce consistent tagging conventions across your organization.

Incident Lifecycle

Control how incidents progress through their lifecycle.

• Custom Milestones — Create custom milestones within incident lifecycle phases (Started, Active, Post-incident, Closed) to track important events and measure metrics.
• Incident Milestones & Lifecycle Phases — Understand the default incident lifecycle and how to track progress through its phases.

Automation & Conditions

Set up rules and conditions for incident workflows.

• Conditions — Create reusable conditions for use in runbooks, alert rules, and other automations.

Integrations

Connect incidents to external systems.

• Ticketing Settings — Configure how FireHydrant creates and syncs tickets in external ticketing systems (Jira, ServiceNow, etc.).
• Status Templates — Define templates for automatically posting incident status updates to your status pages.

Other Settings

• Other Incident Settings — Miscellaneous settings including tag prefixes, incident nudge reminders, and more.