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Auroranexis documentation
Incidents record operational events that affect client delivery. Log impact, assign responders, track resolution against SLA targets, and control what client portal users see. Each incident belongs to a client, supports severity classification, optional linkage to related risks, and maintains history suitable for post-incident review and contractual reporting.
Incidents move through statuses from open through investigating to resolved and archived. The Incidents list and client detail pages show open items, severity, assigned owner, and SLA timer status. Critical incidents surface in dashboard alerts and may trigger escalation rules configured in Settings → Escalation.
SLA policies assigned to clients determine response and resolution targets by severity. Timers start when incidents are created and update as responders change status and add resolution notes. Breach and warning states appear on incident detail pages and client SLA summaries.
Each incident supports separate internal and client-facing content. Internal description and resolution notes capture technical detail for your team. Client summary and portal visibility control what external users see when transparency is required.
Linked risks maintain traceability when an identified threat becomes active impact. Post-incident, teams often open new risks for preventive work discovered during root cause analysis.
Incident management gives agencies a structured response path when something goes wrong. Recording incidents promptly preserves timelines for SLA measurement, client communication, and internal retrospectives that improve future delivery.
Separating internal technical detail from client-facing summaries lets operators be thorough internally while presenting clear, appropriate information in the client portal. Clients receive status updates without unnecessary jargon; your team retains full context for remediation.
Incident history feeds health scores, published reports, and compliance discussions. Accurate severity classification and timely status updates ensure metrics reflect real performance rather than administrative backlog.
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Incident severity definitions
| Severity | Description |
|---|---|
| Low | Limited impact; standard response cadence per client SLA policy. |
| Medium | Noticeable client impact; prioritize in daily standups and owner updates. |
| High | Significant disruption; involve account owner and leadership promptly. |
| Critical | Severe impact; follow escalation playbook and Settings → Escalation rules immediately. |
Incident status values
| Status | Description |
|---|---|
| Open | Reported; initial triage underway; SLA response timer active. |
Maintain a severity cheat sheet aligned with your SLA policies and train on-call staff to use it during stressful outages. Consistent classification matters more than perfect labels in the first minute.
A marketing agency logs a Medium incident when a scheduled campaign fails to launch, assigns the channel lead as responder, and keeps portal visibility off while resolving internally. They reference the incident in the next monthly report transparency section per contract requirements.
An automation agency opens a Critical incident when a production workflow stops processing client orders, enables portal visibility with a plain-language summary, and resolves after rollback. A linked High risk captures the missing dependency that caused the failure.
An MSP logs High incidents for network outages affecting multiple sites, triggers Settings → Escalation on SLA warning states, and updates client summaries hourly until Resolved. Post-incident review produces a Medium risk for firmware updates scheduled during the next maintenance window.
A consultancy documents a Low incident when a deliverable misses internal review deadline without client impact, resolves after publication, and avoids portal visibility. The account owner cites timeline lessons in the engagement closeout report.
A large agency routes Critical incidents through a defined command channel, requires manager approval before portal visibility on global accounts, and archives only after legal review when client communications touched regulated data.
Common incidents module issues
| Problem | Cause | Solution |
|---|---|---|
| SLA breach shown incorrectly | Wrong policy or severity on client | Verify client SLA assignment and incident severity matches policy tier definitions. |
| Client cannot see incident in portal | Portal visibility disabled or no portal users | Enable portal visibility on the incident and confirm active portal users on the client. |
| Cannot change status to resolved | Role limited to early statuses | Staff roles may be limited; ask an admin for incident close permissions if appropriate. |
| Timers not appearing on new incident | No SLA policy assigned to client | Assign an SLA policy on the client detail page before relying on timer evaluation. |
| Investigating |
| Active diagnosis and remediation in progress. |
| Resolved | Service restored or issue addressed; pending closure review. |
| Archived | Closed record retained for history and reporting. |
Portal visibility and client summary fields control what external users see on the client portal. Enable visibility only when you have client-appropriate text ready. Update summaries as situations evolve so portal users are not left with stale status.
Internal fields remain visible to your team regardless of portal settings. Align severity labels with SLA policy tier definitions on the client record so timers evaluate correctly.
| Escalation did not notify team |
| Escalation rules misconfigured |
| Review Settings → Escalation for severity, client, and SLA state conditions. |
| Incident missing from client detail page | Wrong client selected at creation | Edit the incident and confirm the correct client linkage. |
| Health score dropped after resolution | Recent critical history still weighted | Health scores reflect recent activity; sustained compliance improves score over time. |
