Being On-Call

This page is for engineers who are on call — how to get paged, how to respond, and how to use Regen during an incident.

Getting notified

When an incident is triggered and you are the on-call responder, you will receive:

1. A Slack DM from the Regen bot with the incident details and a link
2. A message in the incident Slack channel (auto-created for every incident)
3. An Adaptive Card in Microsoft Teams (if your team uses Teams)

The notification includes: incident title, severity, triggering alert, and a direct link to the incident.

Responding from Slack

You will be added to the incident channel automatically. From there:

Acknowledge the incident:

/incident ack

or click the Acknowledge button in the card.

This stops the escalation timer and signals to the team that you are working it.

Set yourself as incident commander:

Click Make me Lead in the Slack channel card.

Add a note to the timeline:

Click Add Note or type in the channel — messages are synced to the incident timeline.

Get an AI summary (if OpenAI is configured):

@Fluidify Regen summary

Resolve when done:

/incident resolve

Responding from the UI

Open the incident at https://your-domain.com/incidents/:id

The detail page shows:

• Current status and severity
• Linked alerts with labels
• Full timeline in chronological order
• AI-generated summary (if configured)
• Linked post-mortem (after resolution)

Checking who else is on call

/incident status

Shows the current incident state, commander, and the on-call schedule for context.

Handing off

Before your shift ends, use the Handoff Digest:

1. Open the incident in the UI
2. Click Generate Handoff Digest
3. Regen summarises what happened, current status, and open action items
4. Copy it to Slack or email it to the incoming responder

Override your own shift

If you need to hand off early:

1. Go to On-Call → Schedules
2. Find your schedule and click on your shift
3. Click Create Override
4. Select the covering person and time window

The covering person is notified via Slack DM.

Tips for effective on-call response

• Acknowledge fast — even if you don't have an answer yet. It stops escalation and tells the team someone is on it.
• Add notes as you go — don't wait until the end. Real-time timeline entries are invaluable for post-mortems and handoffs.
• Set severity correctly — update it if the initial auto-assigned severity is wrong. It affects visibility and escalation.
• Link the root cause alert — if multiple alerts fired, mark the one that caused the others.
• Resolve cleanly — only resolve when the issue is actually fixed, not just when symptoms disappear.