Use the Command Center

Before you begin

Sign in and confirm that your team membership and incident permissions are current. Everything on the page is authorization-scoped: two users can legitimately see different incidents and counts.

Open the feature

Select Dashboard in the main navigation or open /. The page has three zones, top to bottom:

1. Command Center: current state at a glance.
2. Live Incidents with Ops Pulse beside it, sized so the whole panel fits on a desktop screen without scrolling the page.
3. Trends & insights: historical analytics for a selectable period.

Configure the view

1. Select the operational scope (All, My teams, or Mine) from the top controls.
2. Filter the live incident feed by service, assignee, urgency, or keyword.
3. Choose the metrics card or queue item to focus on active priority incidents.
4. Select Wallboard when projecting to team TV displays.

How the Command Center works

Read the Command Center indicators from left to right:

• Status shows Operational, Degraded (active incidents, none critical), or Critical (a critical incident, an SLA deadline within 10 minutes, or an SLA breached in the last hour).
• The summary line describes the situation in words, for example "5 critical on API Gateway / 2 due within 10 min / 3 critical unowned". Each phrase is a link that focuses the live feed on exactly those incidents.
• The scope switch chooses whose incidents the page shows: All, My teams (team-owned plus assigned to you), or Mine.
• Wallboard opens the TV view described below.

The metrics row counts the current active set in the chosen scope:

Select a metric to focus the live feed on it; select it again to return to all active incidents. Resolved · 24h opens the resolved list on the Incidents page.

Work the Live Incidents panel

New incidents enter at the top within a couple of seconds, newest first. Acknowledgement, reassignment, and escalation update rows in place. Resolved incidents leave the feed.

1. Narrow the feed with Search (press /), Service, and Filters. Filters contains Show (All active, Critical, Mine, My teams, Unassigned, SLA risk), Team, Status, Urgency, and Assignment. Active choices appear as removable chips under Filtered by.
2. Use Sort to switch between Newest first and Needs attention first (critical, then SLA risk, then unowned).
3. Select Live to pause updates (press p). While paused, changes are buffered and counted as pending; resume to apply them.
4. Pin up to five incidents with the star. Pinned incidents stay in a strip at the top regardless of filters. Pins and row density are saved in this browser.
5. Act from the row: acknowledge (a), assign to yourself (m, or + Assign on unowned rows), or open the incident. Move between rows with j and k.
6. Select View all incidents to open the same filters on the Incidents page.

The footer shows connection health (Live, Stale, Offline, or Session expired) and when data was last synchronized. After a reconnect, a filter change, or a missed update, the panel re-reads the authoritative list instead of trusting buffered events.

Use Ops Pulse

• You: whether you are on call and how many incidents are assigned to you.
• Needs attention: up to six incidents that are about to breach or have breached an SLA, critical without an owner, or escalated to level 2 or higher. Sort feed applies the same ordering to the live feed.
• Hotspots: services with the most active and critical incidents; select a service to focus the feed on it.
• On call now: current responders, plus schedules that currently have nobody on call (coverage gaps).

Read Trends & insights

The period selector in this section changes only historical analytics. It never filters the live feed or the Command Center counts. The section shows created versus resolved incidents over the period, MTTA and MTTR compared with the previous period, acknowledgement and resolution SLA compliance, an activity timeline with type filters, team load, and the incident heatmap. Empty or unavailable data is different from a measured zero.

Show the dashboard on a TV (Wallboard)

Open Wallboard or /wallboard on the screen's browser and sign in once. The wallboard is read-only and has no navigation chrome. It:

• enters true fullscreen with Fullscreen or F (hiding browser toolbars where the browser allows it; TV browsers that refuse the request keep working in a maximized window);
• cycles through views every 20 seconds (Space or Auto-cycle pauses; ?cycle=off disables it);
• scales text with + and - or ?scale= for distant screens;
• keeps the screen awake where supported, hides an idle cursor, shifts content slightly every few minutes to limit burn-in, and reloads itself every 12 hours.

Verify the result

1. Create a test incident and confirm it appears at the top of the feed without a page refresh.
2. Acknowledge it and confirm the row updates in place; resolve it and confirm it leaves the feed.
3. Select a metric and compare the feed with the equivalent Incidents page filter (View all incidents).
4. Switch the scope to Mine and compare it with your assigned incidents.
5. Change the Trends & insights period and confirm the live feed is unchanged.

Change or undo the view

Scope, filters, sort, pause, pins, and density change only your view, never incident records. Select Clear all (or remove each chip) and switch the scope to All to return to the default. Incident actions taken from the feed are real mutations; reverse them from the incident itself where the workflow permits.

Troubleshooting

• A count differs from another user's count: compare roles, team membership, service access, scope, and filters.
• The footer says Stale or Offline: the live channel is degraded. Data is re-read automatically when it recovers; do not treat a quiet feed as proof that nothing changed.
• A new incident did not appear: check whether updates are paused, whether a filter or scope excludes it, and whether you are allowed to see its service.
• The feed is empty: clear filters, switch the scope to All, and confirm relevant records exist and are visible to you.
• An SLA number is unexpected: compare the incident's selected SLA targets and lifecycle timestamps with the current policy; later policy changes do not rewrite an existing incident's contract.

Next steps

• Respond to an incident
• Use Analytics
• Read a saved dashboard
• Understand permissions