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These are two different actions, and the distinction matters.

Acknowledge (ACK)

“I saw it and I’m looking.” Stops automatic escalation.

Take ownership

“This incident is mine.” Sets you as the owner.

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Acknowledge (ACK)

ACK is the most important action in the flow. It:
  • Records who acknowledged and when.
  • Moves the incident to acknowledged.
  • Stops automatic escalation — aciona.me stops looking for the next person.
  • Becomes visible on the timeline for the whole team.
Acknowledging is not resolving. An acknowledged incident stays open until someone resolves it. ACK only says it is no longer unattended.

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Where to acknowledge

Open the incident and click Acknowledge.
The action source is recorded on the timeline — you can tell whether the ACK came from a phone at 3 a.m. or from the dashboard during business hours.

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Take ownership

Taking ownership sets you as the incident’s owner (assigned). Anyone allowed to act on incidents can take an incident for themselves. Use it when:
  • You acknowledged and will drive the resolution.
  • The incident reached someone else, but you already have context and will fix it.
  • You want to make it explicit to the rest of the team that the problem has an owner.
The healthy sequence is: acknowledge fast (to stop escalation) and take ownership right after (to make the owner clear). Many teams do both within the same minute.

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Who can

Owners, admins and members can acknowledge, take, resolve, close and escalate manually. Viewers cannot act — only view. Assigning to someone else has its own rule: see Assign to someone else.