# Acknowledge and Resolve

> How to acknowledge an Edesy OnCall alert - press 1 on the call, the email link or the dashboard - plus press 2 to escalate, automatic resolve on recovery, "back up" emails and the incident timeline.

Source: https://edesy.in/docs/oncall/alerts/acknowledge-and-resolve

An incident has three states:

| State | Meaning | Escalation |
|---|---|---|
| **Triggered** | The monitor is down and nobody has taken it yet | Running |
| **Acknowledged** | Someone has taken it | Stopped |
| **Resolved** | The problem is over | Stopped |

## The alert call

The call starts with the alert, for example:

> "This is an alert from Acme Labs. Checkout API is down since 2:14 AM. Reason: status 503."

Then the menu: **"Press 1 to acknowledge this alert. Press 2 to escalate it to the next person."** In Hindi, the same call is spoken in Hindi.

| Key | Result |
|---|---|
| **1** | Acknowledged. Escalation stops for everyone. You hear "Acknowledged. Thank you." |
| **2** | The next step of the policy is paged now, without waiting |
| No key | The alert and menu are repeated once. If still nothing, the call ends with "We will keep trying your team" and escalation continues |

Between 21:00 and 09:00 IST the call may be a plain spoken alert without the menu. See [Night Mode](https://edesy.in/docs/oncall/alerts/night-mode).

## Other ways to acknowledge

- **Email.** Alert emails have an **Acknowledge** button. Opening the link shows a page with one button; pressing it acknowledges. (Opening the link alone never acknowledges, so email scanners can't do it by accident.)
- **Dashboard.** Open the incident on the **Incidents** page and press **Acknowledge**.

Acknowledging an incident that is already acknowledged or resolved does nothing.

## Resolving

- **Automatically.** When the check passes again, the heartbeat pings again, or your monitoring tool sends a resolved alert, the incident resolves itself.
- **Manually.** Press **Resolve** on the incident.

When an incident resolves, any calls still waiting are cancelled, and **everyone who was paged gets one email**: "*Monitor* is back up".

## The incident timeline

Each incident keeps a timeline of what happened, for example:

| Time | Event |
|---|---|
| 02:14 | Incident opened: status 503 |
| 02:14 | Step 1: paging Asha |
| 02:14 | Calling Asha (+919876••3210) |
| 02:19 | Step 2: paging Ravi |
| 02:20 | Acknowledged by Ravi via phone (pressed 1) |
| 02:41 | Check passed again (resolved by auto) |

Use it for post-incident reviews: how long until someone acknowledged, and how long the outage lasted.

## FAQ

**If I acknowledge, will I get called again for the same outage?**
No. Escalation stops until the incident resolves. A new outage opens a new incident.

**Does acknowledging fix the monitor?**
No. It only stops the calls. The incident resolves when the monitor recovers or you press Resolve.

**Can someone acknowledge from a phone that isn't on the call?**
Yes, from the email link or the Incidents page in the portal.