Acknowledge System

The Acknowledge action is the signal that tells ITOC360: "I have seen this issue and I am working on it."

Acknowledging an incident is crucial because it triggers the Stop on Acknowledge logic defined in your Escalation Policies. Once acknowledged, the system stops notifying other team members or escalating to the next level, preventing unnecessary noise.

ITOC360 offers two convenient ways to acknowledge an incident.

Method 1: Instant Acknowledge (via Public Link)

This is the fastest method, designed for responders who are on the go or away from their dashboard.

When you receive a notification via SMS or Email, it includes a unique, secure link.

1. Click the Link: Open the URL provided in the notification message.

2. No Login Required: You will be directed to a public acknowledgement page. You do not need to log in to the ITOC360 dashboard to perform this action.

3. Confirm: Review the brief summary and click the Acknowledge button.

By clicking acknowledge, you confirm that you have received the alert and taken ownership of the incident.

Security Note: The link generated is unique to the incident and secure. It allows only for the acknowledgement action and does not expose sensitive internal system data.

Method 2: Dashboard Acknowledge

If you are already logged into the ITOC360 portal or triaging multiple issues, you can acknowledge incidents directly from the interface.

1. Navigate to the Monitoring > Alerts page.

2. Click on the specific alert to open the Detail View.

3. Locate the Acknowledge button in the top-right corner of the detail panel.

4. Add a Note (Optional): You can enter a brief message (e.g., "Checking the database logs now") to provide context to your team.

5. Click Confirm.

What happens after Acknowledgement?

Once an incident is successfully acknowledged (via either method):

1. Escalation Stops: The countdown for the next escalation level is cancelled immediately. No further phone calls or SMS messages will be sent for this specific incident.

2. Status Update: The status of the incident changes from Triggered/Open to Acknowledged on the dashboard.

3. Audit Log: The system records who acknowledged the alert and when (and via which method), providing a clear timeline for post-mortem analysis.