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by Elik Eizenberg | October 17, 2014

Getting Started with BigPanda – Incident Triage

BigPanda is an incident management platform for modern IT, Ops, and DevOps teams. With BigPanda, you will prioritize and route your incidents better and faster, while vastly improving your team's collaboration and processes. This is part 2 in a series on Getting Started with BigPanda. This guide will help you get up and running quickly and maximize the value you get out of the platform.

Getting Started with BigPanda – Incident Triage

Incident Triage

As we discussed in part 1 of this series, BigPanda automatically tackles the grouping of alerts into incidents by host, cluster, application or custom tag as they come in. Once that’s done, the most important thing to do next is to decide on that incident’s priority. This process is known as incident triage and it ensures that your team is channeling its efforts wisely. BigPanda gives you two easy-to-use ways to prioritize your work: snoozing and starring.

Snooze Non-Urgent Incidents

When a new incident arrives, first ask yourself if it’s immediately actionable. A low diskspace issue, for example, often waits for weeks before it becomes urgent. If you are not planning to do anything about a low priority issue right now, it can be helpful to get it out of the way. With BigPanda, you can easily snooze any incident for: 1 hour, 6 hours, 1 day, or 1 week.

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By snoozing non-urgent incidents, you will keep your feed clean and your team focused on the right issues at the right time. And don’t worry about forgetting that snoozed issues still exist. We’ve got your back. When the allocated snooze-period has elapsed, the incident will arrive back in your feed right where it belongs. Once you have clicked the snooze icon for a few issues, take a look at the left pane. Simply select the Snoozed folder to see all of your snoozed incidents. Here, you can easily unsnooze any items by clicking on the bell icon and choosing “Cancel Snooze”.

Easily Flag Critical Incidents

Now that your snoozed incidents are out of the way, it’s easier than ever to find the most critical things for your team to tackle next. In just one click, you can star incidents when they deserve a little extra focus.

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Flagging top priority items keeps everybody on your team aware and in synch on your company’s most-critical problems. As with snoozed incidents, you can select the Top Priority folder in the navigation panel on the left to view all of your organization’s top priority items so you can focus on the critical without the distraction of the less-urgent items cluttering up your plate.

Reduce the noise, collaborate better, and resolve issues faster with BigPanda. Now that you know your way around the incident feed and we’ve discussed snoozing and starring, we will discuss incident analysis in part three of our Getting Started with BigPanda guide.

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Elik Eizenberg - Chief Technology Officer

Elik is CTO of BigPanda. His passions are yoga, wine & highly-scalable data processing systems. Previously he managed dev and ops teams at the Israeli Intelligence Service.