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The service is the bridge between a technical alert and human responsibility: the alert points at a service, the service points at a team, the team has a schedule, and the schedule has someone on call.

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Creating one

1

Open Services and create a new one

Use a name your monitoring tool can also report: payments-api, checkout, auth, erp-integration.
2

Pick the responsible team

This link decides who gets paged.
3

Set the default severity

Used as context when an alert arrives without a recognizable severity.
Make the service name match what your tool sends — the service label in Prometheus/Grafana, the service: tag in Datadog, the alarm dimension in CloudWatch. Routing then works with no extra configuration.

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How an alert finds its service

aciona.me tries, in order:
  1. The default service configured on the alert source, when one exists.
  2. The service hint carried by the alert (service field, service label, service: tag, alarm dimension — it varies by tool).
If the hint points at a service that does not exist in the organization yet, it can be registered automatically, so the alert is never lost. Auto-registered services do not count against plan limits, but they start with no responsible team — review them and link them to the right team.
A service without a responsible team produces incidents with nobody on call. See No on-call user found.

Next: set up the schedule