Incidents API — full lifecycle management for incidents

The Incidents API is the operational core of Scrubbe. Use it to open a ticket the moment an alert fires, progress it through investigation and mitigation, attach comments and messages as responders collaborate, and finally resolve it — optionally generating a customer knowledge-base article in the same call. Once an incident is recorded, the AI endpoints surface root cause analyses, remediation steps, and pre-drafted stakeholder communications without leaving the API.

All endpoints require Authorization: Bearer <token>. Tokens are workspace-scoped and can be rotated from Settings → API Keys.

Base path: https://your-api-domain.com/api/v1/incident-ticket

Generate an incident ID

Fetch a unique, pre-formatted incident ID before creating the ticket. Use this when you need the identifier in an external system ahead of the actual record creation. GET /generate-id

GET /api/v1/incident-ticket/generate-id
Authorization: Bearer <token>

Response

{
  "success": true,
  "message": "ID generated",
  "data": { "id": "INC-20260522-0041" }
}

string

required

Unique incident identifier in the format INC-YYYYMMDD-XXXX.

Create an incident

Open a new incident ticket. summary and priority are required; all other fields are optional. POST /

summary

string

required

Short, human-readable title for the incident (e.g. "Payment service down").

priority

string

required

Severity level. One of LOW, MEDIUM, HIGH, or CRITICAL.

status

string

default:"OPEN"

Initial lifecycle status. One of OPEN, ACKNOWLEDGED, INVESTIGATION, MITIGATED, RESOLVED, or CLOSED.

source

string

Origin of the incident (e.g. "MONITORING", "CUSTOMER", "INTERNAL").

serviceArea

string

The product or service area affected (e.g. "payments").

environment

string

Target environment (e.g. "production", "staging").

region

string

Cloud or geographic region (e.g. "us-east-1").

assignedToEmail

string

Email address of the on-call engineer to assign this ticket to.

description

string

Customer-facing description of the incident.

techDescription

string

Internal technical description for the engineering team.

impactSummary

string

Brief summary of user or business impact.

blastRadius

string

Estimated scope of impact (e.g. "100% of users", "EU region only").

curl -X POST https://your-api-domain.com/api/v1/incident-ticket \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{
    "summary": "Payment service down",
    "priority": "CRITICAL",
    "status": "OPEN",
    "source": "MONITORING",
    "serviceArea": "payments",
    "environment": "production",
    "region": "us-east-1",
    "assignedToEmail": "oncall@example.com",
    "description": "Customers cannot complete checkout.",
    "techDescription": "stripe-service pod crash-looping in k8s cluster.",
    "impactSummary": "100% of checkout requests failing since 14:32 UTC.",
    "blastRadius": "100% of users"
  }'

Response

{
  "success": true,
  "message": "Incident created",
  "data": {
    "id": "INC-20260522-0041",
    "summary": "Payment service down",
    "priority": "CRITICAL",
    "status": "OPEN",
    "createdAt": "2026-05-22T14:33:00Z"
  }
}

List incidents

Returns a paginated list of incident tickets, ordered by creation date descending. Supports filtering by status, priority, environment, and date range. GET /

page

number

default:"1"

Page number.

limit

number

default:"20"

Items per page (max 100).

status

string

Filter by status: OPEN, ACKNOWLEDGED, INVESTIGATION, MITIGATED, RESOLVED, or CLOSED.

priority

string

Filter by priority: LOW, MEDIUM, HIGH, or CRITICAL.

Get incident analytics

Returns aggregate metrics across all incidents — useful for dashboards and SLA reporting. Includes total counts by status, mean time to acknowledge (MTTA), and mean time to resolve (MTTR). GET /analytics

total

number

Total incident count in the workspace.

byStatus

object

Count broken down by each status value.

byPriority

object

Count broken down by each priority value.

meanTimeToAcknowledge

number

Average acknowledgement time in minutes.

meanTimeToResolve

number

Average resolution time in minutes.

Get an incident

GET /:id

string

required

The incident ID.

Update an incident

Accepts the same fields as POST /. Only provided fields are updated. PUT /:id

string

required

The incident ID to update.

Delete an incident

DELETE /:id

string

required

The incident ID to delete.

Deleting an incident is permanent. All associated comments, messages, and AI analyses are also removed. Consider moving the incident to CLOSED status instead.

Add a comment

Post a comment to an incident ticket. Comments are visible to all team members with access to the ticket. Markdown is supported in content. POST /comment

ticketId

string

required

The incident ticket ID to comment on.

content

string

required

The comment body. Markdown is supported.

List comments

Retrieve all comments for an incident ticket in chronological order. GET /comment/:ticketId

ticketId

string

required

The incident ticket ID.

List messages

Retrieve the message thread for an incident ticket. Messages are distinct from comments — they typically represent system events, status transitions, and automated notifications. GET /message/:ticketId

ticketId

string

required

The incident ticket ID.

Resolve an incident

Mark an incident as RESOLVED and trigger any configured post-resolution hooks. POST /resolve/:id

string

required

The incident ID to resolve.

Resolve and generate a customer KB article

Resolve the incident and automatically draft a knowledge-base article for your customer-facing help center based on the incident summary and resolution steps. POST /resolve/customer-kb/:id

string

required

The incident ID.

AI: five-whys analysis

Trigger Ezra AI to perform a five-whys root cause analysis on the incident. Results are computed and returned synchronously. GET /resolve/ai/five-whys/:id

string

required

The incident ID to analyse.

Response

{
  "success": true,
  "data": {
    "why1": "Checkout requests started failing",
    "why2": "stripe-service returned 503 errors",
    "why3": "Connection pool was exhausted",
    "why4": "Upstream gateway latency increased 10x",
    "why5": "No circuit breaker on the gateway call",
    "rootCause": "Missing circuit breaker on third-party payment gateway allowed slow responses to exhaust the connection pool."
  }
}

why1

string

First causal layer — observable symptom.

why2

string

Second causal layer.

why3

string

Third causal layer.

why4

string

Fourth causal layer.

why5

string

Fifth causal layer — root cause.

rootCause

string

Synthesised root cause statement.

AI: remediation suggestion

Ask Ezra AI for recommended remediation steps based on the incident context and historical failure patterns. GET /resolve/ai/suggestion/:id

string

required

The incident ID.

AI: stakeholder update

Generate a pre-drafted stakeholder communication tailored for a non-technical audience. GET /resolve/ai/stakeholder/:id

string

required

The incident ID.

Generate a PDF report

Export an incident as a formatted PDF suitable for post-incident reviews or audit trails. The response is a binary PDF stream. POST /generate-pdf

incidentId

string

required

The incident ID to export.

cURL

curl -X POST https://your-api-domain.com/api/v1/incident-ticket/generate-pdf \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{"incidentId": "INC-20260522-0041"}' \
  --output incident-report.pdf

The response body is a binary PDF stream with Content-Type: application/pdf. Write it directly to a file rather than parsing it as JSON.

Status and priority reference

Status	Meaning
`OPEN`	Newly created, not yet acknowledged.
`ACKNOWLEDGED`	An engineer has seen and accepted the incident.
`INVESTIGATION`	Active investigation underway.
`MITIGATED`	Impact reduced but root cause not yet fully resolved.
`RESOLVED`	Incident fully resolved.
`CLOSED`	Post-resolution review complete; ticket archived.

Priority	When to use
`LOW`	Minimal impact, no customer effect.
`MEDIUM`	Degraded experience for a subset of users.
`HIGH`	Significant impact affecting many users.
`CRITICAL`	Full service outage or data integrity at risk.

Overview

Incidents & Tickets

Intelligence

Operations

Platform

Incidents API — full lifecycle management for incidents

Generate an incident ID

Create an incident

List incidents

Get incident analytics

Get an incident

Update an incident

Delete an incident

Add a comment

List comments

List messages

Resolve an incident

Resolve and generate a customer KB article

AI: five-whys analysis

AI: remediation suggestion

AI: stakeholder update

Generate a PDF report

Status and priority reference

Overview

Incidents & Tickets

Intelligence

Operations

Platform

Documentation Index

​Generate an incident ID

​Create an incident

​List incidents

​Get incident analytics

​Get an incident

​Update an incident

​Delete an incident

​Add a comment

​List comments

​List messages

​Resolve an incident

​Resolve and generate a customer KB article

​AI: five-whys analysis

​AI: remediation suggestion

​AI: stakeholder update

​Generate a PDF report

​Status and priority reference

Generate an incident ID

Create an incident

List incidents

Get incident analytics

Get an incident

Update an incident

Delete an incident

Add a comment

List comments

List messages

Resolve an incident

Resolve and generate a customer KB article

AI: five-whys analysis

AI: remediation suggestion

AI: stakeholder update

Generate a PDF report

Status and priority reference