Incident Management

Entity summary

Name	data_object	Description
Incidents	service_incidents	Unplanned service interruptions or quality reductions, with severity, priority, category, assignee, and affected components.
Service Outages	service_outages	Customer-facing outage records, with the affected service, public status, start and end times, and the customer message.
Asset Lifecycle Events	asset_lifecycle_events	Cross-cutting lifecycle log for hardware, software, and SaaS assets: procurement, deployment, transfer, retirement, and disposal.
Configuration Items	configuration_items	Canonical records of IT things under management: servers, containers, applications, services, network devices, databases, and cloud resources.
Locations	locations	Physical or organizational locations referenced across the system, used to place and group other records.
Org Units	org_units	Nodes in the organizational hierarchy such as divisions, departments, and teams, with manager, cost center alignment, geographic scope, and parent-child links.
Alerts	monitoring_alerts	Filtered, human-relevant events that crossed a threshold or matched a pattern, enriched with priority and routing, ready to be paged or ticketed.
Error Groups	error_groups	Aggregated exception records grouped by fingerprint, with first and last seen, occurrence count, affected releases, owners, and status.
SLOs	service_level_objectives	Service-level objective definitions and their breach state, with targets, remaining error budget, burn rate, and last breach.

flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef consumer fill:#e8def8,stroke:#7b1fa2,color:#3a155d;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  service_incidents["Incidents"]
  error_groups["Error Groups"]
  service_level_objectives["SLOs"]
  configuration_items["Configuration Items"]
  monitoring_alerts["Alerts"]
  locations["Locations"]
  org_units["Org Units"]
  asset_lifecycle_events["Asset Lifecycle Events"]
  service_outages["Service Outages"]
  users["Users"]
  configuration_items -->|"triggers"| service_incidents
  service_incidents -->|"references"| configuration_items
  service_incidents -->|"correlates_to"| monitoring_alerts
  service_incidents -->|"correlates_to"| error_groups
  org_units -->|"rolls_up_to"| org_units
  locations -->|"rolls_up_to"| locations
  users -->|"logged events"| asset_lifecycle_events
  users -->|"owned CIs"| configuration_items
  users -->|"assigned_monitoring_alerts"| monitoring_alerts
  users -->|"leads"| org_units
  users -->|"assigned"| asset_lifecycle_events
  users -->|"assigned incidents"| service_incidents
  users -->|"reported incidents"| service_incidents
  org_units -->|"has members"| users
  locations -->|"houses"| users
  class service_incidents master;
  class error_groups consumer;
  class service_level_objectives consumer;
  class configuration_items embedded_master;
  class monitoring_alerts consumer;
  class locations embedded_master;
  class org_units embedded_master;
  class asset_lifecycle_events embedded_master;
  class service_outages master;
  class users platform_builtin;
  style error_groups stroke-dasharray:5 5;
  style service_level_objectives stroke-dasharray:5 5;
  style monitoring_alerts stroke-dasharray:5 5;
  style locations stroke-dasharray:5 5;
  style org_units stroke-dasharray:5 5;
  style asset_lifecycle_events stroke-dasharray:5 5;