The flow in one line
Alert received → service identified → responsible team → person on call → incident created → person notified → acknowledgement → escalation (if nobody responds) → resolution.1. Ingestion
Each monitoring tool points at its own alert source inside aciona.me. Every source has a unique URL and token:202 Accepted as soon as the alert is persisted. Processing happens right after, asynchronously, so your monitoring tool never waits.
The original payload is always stored alongside the alert, for auditing and diagnosis. See Plans and limits.
2. Normalization
Each source type has its own translator that turns the tool’s payload into a shared internal shape:
Free-form severities (
P1, sev2, error, warn…) are mapped onto aciona.me’s closed set. See Severities.
3. Routing
With the alert normalized, aciona.me answers three questions, in order:1
Which service is affected?
From the default service configured on the alert source, or from the service hint (
serviceHint / service label) sent by the tool. If the hint points at a service that does not exist yet, it can be registered automatically.2
Which team owns that service?
Every service has a responsible team. That link is what turns a technical alert into human responsibility.
3
Who is on call for that team right now?
The team’s active schedule determines the current responder, honoring timezone, rotation and any override in effect.
4. Incident
If no matching open incident exists, a new one is created with statustriggered, linked to the organization, the service, the team and the responder.
If an open incident for the same source already exists, the alert is aggregated into it instead of creating a duplicate. See Grouping and auto-resolution.
5. Notification
The incident triggers notifications through the configured channels: email, push (browser and mobile), Slack and Microsoft Teams. Once at least one channel delivers, the incident moves tonotified.
6. Acknowledgement and escalation
From there the clock is running. If nobody acknowledges the incident within the timeout, it is automatically escalated to the next target — the next participant in the schedule or the next level of the policy. If escalation runs out of targets, the organization owners are notified. Acknowledging, taking ownership or resolving the incident stops escalation.7. Resolution
An incident can be resolved by a person in the dashboard or automatically, when the originating tool sends the recovery event. Once resolved, it can be closed.See the full lifecycle
Every status, who can change each one, and what shows up on the timeline.