Incident Management

    Acknowledging Incidents

    Click Acknowledge on an incident to stop escalation, claim ownership, and let teammates know you are on it.

    Updated 2026-06-15
    2 min read
    acknowledge
    incident
    escalation

    Acknowledging Incidents#

    When an incident fires, LemWatch shows it in the Incidents queue with an Acknowledge button. Clicking it:

  1. Marks the incident acknowledged with your name and a timestamp
  2. Stops any further escalation steps from firing
  3. Lets the rest of the team see somebody is already working it
  4. Skips this incident in future escalation sweeps, so the engine doesn't waste cycles on it

    5. Why this matters now#

    The notification engine now filters out incidents where acknowledged_at is set at query time. Before, an acked incident still loaded its policy, steps, and prior fires on every sweep — that N+1 work is gone. The practical effect: ack one-click silences the whole policy.

    Re-opening#

    If you ack by mistake or the issue comes back:

  5. Open the incident
  6. Click Reopen (or clear the ack via the keyboard shortcut r)
  7. Escalation resumes from the next step in the policy

    8. Best practices#

  8. Ack as soon as you start investigating — don't wait until you've fixed it
  9. Use handoff to pass to the next on-call (see Incident handoffs)
  10. Add a comment so the next person sees what you've already tried
  11. Resolve the incident when the underlying issue is fixed; ack alone doesn't close it
    12. Was this article helpful?

    Previous

    Incident Management Workflow

    Next

    AI incident summaries

    Related Articles

    Incident Management Workflow

    Acknowledge, investigate, and resolve incidents with your team.

    Escalation Policies

    Build multi-step escalation policies so alerts reach the right person, in the right channel, at the right time.

    Incident Handoffs

    Hand off active incidents between team members across shifts.

    AI root-cause analysis

    For every incident Lemwatch correlates recent deploys, DNS diffs, cert changes, and upstream provider status pages to pinpoint the likely cause.

    Back to Help Center