Acknowledge and resolve incidents from Slack

Before you begin

Connect Slack, configure the service channel, and link your responder identity. You need product permission to perform the action and an incident in a valid starting state.

Open the feature

Open the incident's Slack message in a routine destination or war room. Use the action on the current message rather than an old copied link or screenshot.

Configure the action

For acknowledgement, confirm the incident is open/triggered and you intend to stop or alter active escalation according to the incident policy. For resolution, confirm the incident is actually mitigated. Slack currently performs the lifecycle transition directly; it does not prompt for the Web resolution-note form. Verify the resolution and timeline in OpsKnight afterward.

Complete the action

1. Select Acknowledge or Resolve on the incident message.
2. Complete identity linking if prompted, then retry once.
3. Wait for the card/message update instead of clicking repeatedly.
4. Verify the resolution and timeline in OpsKnight afterward.

What OpsKnight does

OpsKnight validates the signed Slack request, timestamp, workspace, action schema, identity, authorization, and current incident transition. It updates the authoritative incident/timeline, applies escalation/notification effects, and reconciles all provider projections.

Concurrent or stale actions are evaluated against current incident state. A Slack click cannot bypass product lifecycle rules.

Verify it worked

Open the OpsKnight incident and confirm status, actor attribution, timeline entry, assignee/escalation effect, and any resolution summary. Confirm every mapped Slack projection converges to the same state.

Change or undo the action

Acknowledgement and resolution are lifecycle events, not editable Slack text. Standard Slack actions do not expose manual Escalate or Reopen in 2.0. If a condition returns, submit a new manual report with the matching deduplication key within 30 minutes or use an authorized API status update; do not manually edit the message to imply a different state.

Troubleshooting

Identity prompt repeats: ensure the signed link was completed while signed in as the matching active OpsKnight user, then remove stale mapping if needed.

Forbidden: verify product permissions/service scope and that the action is valid for the current state.

Slack times out but action may have applied: inspect the OpsKnight incident/timeline and operation before retrying to avoid duplicate intent.

Next steps

• Use Slack commands
• Operate war rooms