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Automate incident decision layer for multi-channel triage

User wants to automate the process of triaging incidents from Slack, Email, and PagerDuty, matching alerts to clients/services, and deciding on escalation (Jira ticket/Escalation) to avoid manual intervention, especially after hours. They feel the logic (Severity + Client Tier + Service Impact) is straightforward enough for automation.

Original Source

@u/Coolaid2353 | 4 pts | 2/4/2026

I’m looking at our current on-call process and realized how much time we’re losing to manual triage. The biggest issue is when an incident hits after-hours. Usually, someone has to wake up, and they have to check if a Slack alert matches an email from a high-priority client, look up the service owner, and then decide whether to escalate it or let it wait until morning. It feels like most of this logic is straightforward (Severity + Client Tier + Service Impact), yet we’re still using a person to do the routing. Has anyone successfully automated the "decision layer" between the incoming signal (Email/Slack/PagerDuty) and the actual response (Jira ticket/Escalation)? Or is the risk of an automated system mis-categorizing a P0 issue still too high to trust? Am I missing some tool, or do other people feel this pain too?

Discussion

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