Declaring and managing incidents
Incidents in Haveri follow a simple lifecycle: declare, triage, investigate, resolve. Everything happens in Microsoft Teams.
Declaring an incident
In any Teams channel, type /haveri declare. You'll be prompted to provide:
- Severity — SEV-1 (critical), SEV-2 (major), or SEV-3 (minor)
- Description — a brief summary of what's happening
- Area — the affected production area
Haveri then creates a dedicated incident channel, notifies the appropriate team members based on your escalation policy, and starts the incident timer.
Severity levels
Use these as guidelines. Adapt them to your operation's context:
- SEV-1 (Critical): Production stopped. Safety risk. Immediate action required.
- SEV-2 (Major): Significant impact on production. Needs attention soon but not an emergency.
- SEV-3 (Minor): Limited impact. Can be handled by the shift team without escalation.
During an incident
The incident channel is where all communication happens. Your team talks naturally — Haveri captures messages, timestamps them, and builds the incident timeline automatically.
You can update the incident at any time:
/haveri update— change severity, add notes, or update the description/haveri escalate— manually trigger the next escalation tier/haveri assign @person— assign someone as incident lead
Resolving an incident
When the issue is fixed, type /haveri resolve. You'll be prompted to provide:
- Root cause — what caused the incident
- Resolution — what was done to fix it
- Follow-ups — any actions needed to prevent recurrence
The incident channel is archived (not deleted) so the full history remains searchable. Follow-up items are tracked in the dashboard.