Programmatically create an Incident and page team

[orenlion1]

We would like programmatically create an Incident and specify which team to page.

Based on the API schema for an Incident object, there does not seem to be a field for this: https://grafana.com/docs/grafana-cloud/alerting-and-irm/incident/api/reference/#grafana-incident

Our use case is

• Tech Support escalates case in NetSuite
• NetSuite integration calls "incumbent IRM"
• "incumbent IRM" creates Slack channel and adds on-call team to channel/swarm
• Team swarms on Incident in Slack

We’re aiming to replace OpsGenie with IRM but as you can see, this automation in the process will need manual workarounds until something comparable in your API is released.

If a team always needs to get paged for an incident, shouldn’t that be easy to do through your API?

[orenlion1]

Another use case that the team thought of is the ability for a high severity alert initiate an Incident and page the team.

[paulcoghlan]

Hi @orenlion1 - just following up here incase anyone missed the related conversation with @mackgorski in Slack.

We're looking to improve our API support to cover scenarios like this, but meanwhile the following will work:

• Configure your Outgoing webhooks in OnCall to point to the Incident Incoming webhook integration that will declare a new incident every time when such alert will be received by OnCall
• Use OnCall to define a Route for alerts that have payload.severity = critical (customize the value to your needs)
• This route can trigger an escalation chain that will trigger a webhook - choose Trigger webhook action when defining escalation chain step
• In the escalation chain you can also add additional step to page users, team, schedule etc. by adding Notify users… actions.

Kind regards, Paul