incident.io

Ace reads incident.io to see what your team declared, when impact started, which services were affected and who responded. Your service catalog, with owners and dependencies, appears on the System Map. Ace never writes to incident.io.

What Ace readsCopy Anchor Link

• Incidents declared around the Ace incident, plus earlier ones still open or updated. Ace reads status, severity, type, lead, impact timestamps and custom fields.
• An incident's updates, timeline items and activity log.
• Attached alerts and their sources, linked incidents, escalations and follow-ups.
• Catalog services that match a name, ID or alias, with their owners.
• Who was on call in a schedule during the window.

Ace skips test and tutorial incidents. It doesn't use incident.io to verify a fix, because an incident closes when a person moves it on.

For the System Map, Ace discovers the services in your catalog with their owner teams, dependencies and tier, leaving out archived entries.

What Ace can changeCopy Anchor Link

Nothing. Ace doesn't declare, update or close incidents, post updates, change your catalog or set anything up in incident.io.

What opens an incidentCopy Anchor Link

A declared incident usually joins the Ace incident already open for the same workload, which your alert sources opened. If no incident is open, a live declared incident opens one.

Events arrive through a webhook endpoint you add, and Ace also polls incident.io every 2 minutes in case a delivery goes missing. Ace accepts Public incident created (v2), updated (v2) and status updated (v2), and ignores other events.

These only inform investigations:

• Test and tutorial incidents.
• Retrospective incidents, either by mode or because their impact ended before they were declared.
• Incidents whose type you list in Not reliability incidents, for example Security or Customer support.

Severity comes from the severity's name, for example Critical, Major, Minor, or SEV and P levels. If the name doesn't match, Ace uses the severity's rank.

A declared incident reaches an Ace incident only when a workload routes incident.io. In the workload's settings, under Investigation triggers, turn on Integration alerts and check incident.io under Alert sources. Routing incident.io alone doesn't narrow which sources Ace reads for that workload.

Before you startCopy Anchor Link

• The admin role in Ace. See Roles and permissions.
• Permission to create API keys and webhook endpoints in incident.io.

Credentials and permissionsCopy Anchor Link

Without View catalog or View on-call resources, Ace still connects, but those reads report missing access and the System Map shows no incident.io services.

Set upCopy Anchor Link

1. Create the API keyCopy Anchor Link

1. Open Settings > API keys (https://app.incident.io/settings/api-keys) and choose Add new. Name it Ace.
2. Select View data, View catalog and View on-call resources.
3. Create the key and copy it, since incident.io shows it once.

2. Connect incident.io in AceCopy Anchor Link

1. Open Settings > Data sources and choose incident.io.
2. Fill in the form:
   • API key: the key you copied.
   • Service catalog type (optional): the catalog type that lists your services, by name or ID. When it's empty, Ace looks for one named Service.
   • Not reliability incidents (optional): incident types that inform investigations but never open an Ace incident, comma-separated.
3. Select Connect incident.io. Ace saves only if the key passes validation.

3. Add the webhookCopy Anchor Link

1. Copy the webhook URL from the Alerts section.
2. In incident.io, open Settings > Webhooks and add an endpoint with the URL.
3. Subscribe to Public incident created (v2), updated (v2) and status updated (v2), then save.
4. Copy the signing secret from the endpoint's page.
5. In Ace, paste it into the signing secret field of the Alerts section and select Save.

Ace rejects deliveries that have a mismatched signature or are too old.

Confirm it's workingCopy Anchor Link

• The connection shows Connected with your key's name once Ace reads its identity and lists incidents.
• The Alerts section shows Waiting for first event until the first signed delivery turns it Verified. Ace polls in the meantime.

DisconnectCopy Anchor Link

1. In Ace, open Settings > Data sources > incident.io and select Disconnect.
2. In incident.io, delete the webhook endpoint under Settings > Webhooks. Ace didn't create it, so Ace doesn't remove it.
3. Delete the API key under Settings > API keys.

Next stepsCopy Anchor Link

• How Ace works
• PagerDuty
• All integrations