Respond to service issues from Service Center

From Service Center, you can respond quickly to issues affecting your services. If you see signs of service degradation, a missed SLO, or another problem, you can take direct action:

Escalate the issue to a responsible team or individual
Declare an incident, automatically labeled with the affected service
View and contact the current on-call responder for the service

These actions leverage your Grafana IRM configuration to help teams streamline incident response from within the service context.

Before you begin

To use these IRM features in Service Center, configure the following:

Assign a team to each service in Service Center
Organization admins can view all teams. All authenticated users can view details for their own teams. Access to the Teams API is required to view team and on-call information across all teams.

To view on-call information:

Create an on-call schedule with active participants for each team

To escalate an issue:

Configure direct paging for the team
Have one of the following IRM roles: Editor basic role, Alert Groups Direct Paging role, or OnCaller role

Declare an incident

You can declare an incident in Grafana IRM directly from the Service Center:

In the service list or service details page, click the More menu.
Select Declare incident.
The incident form opens with the service name pre-populated as a label.
Provide a title, severity, and any other details.
Click Declare incident.

For more information, refer to the Declare an incident documentation.

Escalate an issue

When you escalate an issue from the Service Center, it connects directly to your IRM escalation workflows.

To escalate a service-related issue:

In the service list or service details page, click the More menu.
Select Escalate.
In the escalation drawer, add a description of the issue.
If the service has a team assigned, that team is added as a default escalation participant. Otherwise, add users or teams manually.
Click Create.

The escalation creates an alert in Grafana IRM with: