Merge pull request #112 from checkly/sp-patch-2

Incident management tweaks

Author: MariadeAnton

communicate/status-pages/incidents.mdx

@@ -1,6 +1,6 @@
 ---
 title: 'Incident Management'
-description: 'Comprehensive guide to creating, managing, and automating incidents on Checkly status pages including subscriber notifications and backfilling capabilities.'
+description: 'Guide to creating, managing, and automating incidents on Checkly status pages including subscriber notifications and incident backfilling capabilities.'
 sidebarTitle: 'Incidents'
 ---
 
@@ -13,20 +13,19 @@ When an incident is posted, a notification will be sent to all users subscribed
 Create an incident when you want to communicate downtime or known issues of your services to users via your status page.
 
 1. Click ‘Status page’ in the sidebar and open your status page.
-2. Click ‘Add incident’
+2. Click ‘Add incident’ at the top right, or click the fire icon at the bottom of the card that most relates to the incident you're about to create
 3. Enter the name of the incident
-4. Select the severity of the incident
+4. Choose the severity of the incident
 5. Select which services are impacted in the dropdown list.
 
 > Note that incidents will be posted on all status pages where a service is present. [See Services for more details](/communicate/status-pages/overview#services).
 
-6. Provide an incident update message.
-7. Select the status of the incident.
+6. Write the initial incident update message, and update the status of the incident.
 8. If you want to backfill the incident, select `Use custom date`. See [Backfilling incidents for more information](/communicate/status-pages/incidents#backfilling-an-incident).
 9. Select if you want to notify subscribers of your status page about the incident.
 10. Click ‘Create incident’
 
-Your incident will now appear on all status pages that show the selected service(s).
+Your incident will now appear on all status pages that show the selected service(s). If you selected the option to notify subscribers, they will receive the update message by email.
 
 > All times on status pages are displayed in UTC.
 
@@ -37,8 +36,12 @@ To update an ongoing incident go to the ‘Incidents’ tab on your status page
 
 ![Incidents view](/images/docs/images/status-pages/status-pages-incidents-1.png)
 
-
-Here you can post a new status update for the incident, or you can edit existing updates. You can also edit the impacted services or the incident severity, and delete the incident.
+From there, you can:
+ * Post a new status update for the incident
+ * Edit existing updates
+ * Change the impacted services
+ * Change the incident severity
+ * Delete the incident entirely
 
 ## Incident notifications
 
@@ -56,21 +59,21 @@ Incident notifications contain information about the incident name, the severity
 
 ## Subscribing to incident notifications
 
-Subscribing to incident notifications is done on your status page. To subscribe, a user needs to enter a valid email address. A verification email will be sent to the registered email, and only after confirming the subscription will the user start receiving incident notifications.
+Subscribing to incident notifications is done on your status page. To subscribe, a user needs to enter a valid email address. A verification email will be sent to the registered email, and the user will be ready to receive incident notifications after confirming the subscription.
 
 ## Incident automation
 
-Automatically open incidents whenever a check would alert with incident automation. The incident will be automatically resolved when the check recovers.
-
-Incident automation works by connecting a check to a service. When the check fails and triggers an alert it will also open an incident on the connected service. Multiple checks can be connected to the same service through incident automation.
+Incident automation opens incidents automatically whenever a check fails. It works by connecting a check to a service. Multiple checks can be connected to the same service through incident automation. After connecting:
+* When the check fails and triggers an alert, it will also open an incident on the connected service.
+* The incident will be automatically resolved when the check recovers.
 
 1. Open your check from the home dashboard.
 2. Click ‘Edit’ in the check overview page.
-3. For API checks, URL monitors and TCP monitors, click the ‘Incident triggers’ tab. For Browser and Multistep checks, first click ‘Settings’ then ‘Incident triggers’.
+3. For API checks, URL monitors and TCP monitors, click the ‘Incident triggers’ tab. For Browser and Multistep checks, first click ‘Settings’ then ‘Incident automation’.
 4. Check the ‘Enable incident automation’ checkbox.
-5. Fill in the incident name, a first status update and the severity of the incident.
+5. Fill in the incident name, a first status update and the severity of the incident which will be created upon the check failing.
 6. Select which service the incident should be opened on.
-7. Select if the status page subscribers should be notified when the automatic incident updates are posted.
+7. Select if the status page subscribers should be notified when the incident updates are automatically posted.
 8. Save your check.
 
 ![Incident automation](/images/docs/images/status-pages/status-pages-incident-automation-1.png)
@@ -86,4 +89,4 @@ To backfill an incident, follow the steps 1 - 7 in the [Creating an incident](/c
 
 We recommend to uncheck notifications when backfilling incidents to avoid notifying customers about resolved incidents.
 
-If you only want to provide the history of the incident, you can set the first incident update to resolved. This will correctly show the incident as having occurred, but without a duration. If you want to have correct uptime on your service you should post two incident updates, with the timestamps for when the incident started and resolved respectively.
+If you only want to provide the history of the incident, you can set the first incident update to resolved. This will correctly show the incident as having occurred, but without a duration. If you want to have correct uptime on your service you should post two incident updates, with the timestamps for when the incident started and resolved respectively.