> ## Documentation Index > Fetch the complete documentation index at: https://docs.cloudthinker.io/llms.txt > Use this file to discover all available pages before exploring further. # On-call and the Incident Room > Choose who Resolve brings into an urgent incident, open the Incident Room and Slack war room, and work the incident with CloudThinker. **Every incident gets a room.** On-call decides who joins an incident when it needs people. When an urgent incident qualifies, Resolve opens an **Incident Room**, a chat inside CloudThinker where your responders and CloudThinker work the incident together, and can open a matching Slack war room. ## How Resolve decides an incident needs people > [!NOTE] > > On-call isn't a rotation or a phone pager. It doesn't call or text anyone. Responders get an in-app notification and, if you set it up, a Slack channel invite. For off-hours response, keep your external pager in the loop. Every incident Resolve opens carries a response level. CloudThinker's triage sets it from the evidence it gathered, and a person can raise it later. | Response level | When triage picks it | What opens | | - | - | - | | **Page** | Users or revenue are affected now or within the hour | Incident Room (if On-call is on) and Slack war room (if set up and the severity clears its floor) | | **Track only** | The incident is real but not urgent | Nothing. The incident stays in **Resolve → Investigation** | The incident doesn't show its level as a badge. A Track only incident in active response shows the **Page responders** button. A paged incident with a Room shows **Open Incident Room**. The **On duty** switch on **Resolve → Investigation** also matters here. When it's **Paused**, CloudThinker can't page responders on its own unless a person started that investigation. You can always page by hand. See [What starts an investigation](https://docs.cloudthinker.io/guide/incident/settings.md#what-starts-an-investigation). ## Prerequisites * The workspace **Admin** role. Developers and Viewers see the On-call page read-only. See [Roles](https://docs.cloudthinker.io/guide/security/roles.md). * Responders must be members of the workspace, because the Incident Room lives there. * For a Slack war room: Slack connected under **Resolve → Integrations**. It's the same CloudThinker Slack app as in the [Slack integration](https://docs.cloudthinker.io/guide/slack-integration.md) guide, so one install covers chat and war rooms. See [Integrations](https://docs.cloudthinker.io/guide/incident/integrations.md). War rooms are public channels the CloudThinker app creates, so your Slack admins must let apps create public channels. ## Turn on On-call **1. Open On-call** Go to **Resolve → On-call**. Each control saves the moment you change it. There's no Save button. **2. Enable On-call** Turn on **Enable On-call**. It's off in a new workspace. **Success state:** the switch stays on after you reload the page. **3. Add responders** Click **Add responders** under **Responders** and pick people from the workspace member list. Click a name again to remove it. You can add up to 50. > [!WARNING] > > With no responders, each Incident Room opens with CloudThinker alone and On-call notifies no one. **Success state:** the field shows the first two names and a `+N` count for the rest. **4. Optional: add agents from other workspaces** If another workspace shares an agent with yours and allows it to join rooms, **Agents from other workspaces** lists it. Check up to 5. These agents join every Incident Room and answer read-only questions when someone mentions them. See [Sharing](https://docs.cloudthinker.io/guide/sharing.md). From now on, every new incident at the page level gets one Incident Room, named `inc--`. To test the setup, open a test incident (the [quickstart](https://docs.cloudthinker.io/guide/incident/quickstart.md) makes one) and [page responders by hand](#page-responders-by-hand). **Success state:** **Open Incident Room** appears on the incident, and the Room lists your responders. ## Add a Slack war room A Slack war room is a dedicated Slack channel for one incident. It's separate from On-call: it opens for page-level incidents even when On-call is off, as long as its severity floor is met. **1. Open the Slack integration** Go to **Resolve → Integrations** and select **Slack**. Connect it first if it isn't connected. **2. Turn on war rooms** Under **What Resolve can do**, turn on **Create war-room channels**. **3. Set the minimum severity** Pick which incidents get a channel: | Option | Opens a channel for | | - | - | | **Critical only** | Critical incidents | | **High & critical** | High and critical incidents (the default) | | **All severities** | Every page-level incident | **4. Choose who's invited** Pick up to 20 Slack members to invite to every new war room. This list is separate from On-call responders, which are CloudThinker workspace members. Resolve doesn't copy one into the other, so add the same people to both if they should join both. **Success state:** the counter reads `N of 20 selected`. The channel is named `inc-<short id>-<title>`: the first 8 characters of the incident ID, then the title in lowercase with spaces and symbols turned into hyphens, cut at 80 characters. For example, `Checkout API 5xx rate above 5%` becomes `inc-3f9a1c2e-checkout-api-5xx-rate-above-5`. If you've set a broadcast channel (the Slack channel you pick for **Post incident updates** under [What Resolve can do](https://docs.cloudthinker.io/guide/incident/integrations.md)), Resolve also posts a pointer there to the new war room. ## Page responders by hand Triage may mark an incident **Track only** when you know it's urgent. Raise it yourself. > [!NOTE] > > Only workspace Admins can page by hand. Developers and Viewers don't see the **Page responders** button, so plan who can escalate out of hours. See [Roles](https://docs.cloudthinker.io/guide/security/roles.md). **1. Open the incident** Go to **Resolve → Investigation** and open the incident. **2. Page** Click the **Page responders** button, then confirm with **Page responders** in the dialog. This raises the incident to the page level. With **Enable On-call** on, each On-call responder gets one in-app notification, and if a war room opens, your Slack invitees are added to it. **Success state:** with **Enable On-call** on, the button changes to **Open Incident Room**, and the timeline shows **Responders paged**. With it off, the **Page responders** button goes away but no **Open Incident Room** button appears, because no Room opens. Turn on **Enable On-call** in **Resolve → On-call** first if you want the Room. A manual page follows the same rules as one from triage: | Setting | Incident Room | Slack war room | | - | - | - | | **Enable On-call** on | Opens | Opens if war rooms are on and the severity clears the floor | | **Enable On-call** off | Doesn't open | Opens if war rooms are on and the severity clears the floor | The **Page responders** button only shows while the incident is in active response and has no Room yet. On an incident CloudThinker recorded after the impact ended, you see **Start response** instead. It restarts response on the same investigation and asks you why it needs one (at least 10 characters). ## Work the incident together Click **Open Incident Room** on the incident to join. CloudThinker posts the first message: the title, severity, impact, a link back to the incident, and a note that it's investigating. | Who | What they do | | - | - | | CloudThinker | Keeps running the root-cause analysis (RCA) and answers in the Room from that same investigation, so you don't repeat context | | Responders | Ask questions, share what they see, and decide on fixes | | Shared agents | Answer read-only questions about their own workspace's data when mentioned | | Slack war room | Holds one summary card (incident, state, severity, impact, source) that's edited in place as things change, plus lifecycle updates such as RCA completing | Mention CloudThinker in the Room to ask about the incident. ```text theme={null} @CloudThinker what changed on checkout-api in the hour before the first alert? @CloudThinker which pods behind checkout-api are failing health checks right now? @CloudThinker what's the safest rollback, and what does it touch? ``` Fixes still go through [Approvals](https://docs.cloudthinker.io/guide/approvals/overview.md), so talking in the Room doesn't skip your policy. To bring in someone who isn't in the Room yet, open the Room's **⋯** menu and click **Add people**. When the fix holds, close the incident: click the status badge in the incident header, pick **Resolved**, and click **Change Status**. Only workspace Admins can change an incident's status. When the incident resolves, the Slack summary card updates to show it. Resolve doesn't archive the Incident Room or the Slack channel, so archive the channel in Slack when your team is done with it. For the full analysis, open the incident and read the [root cause](https://docs.cloudthinker.io/guide/incident/root-cause-analysis.md). ## Troubleshooting > **An incident opened but no Incident Room** > > Check three things. **Enable On-call** must be on in **Resolve → On-call**. The incident must be at the page level: if triage chose **Track only**, click the **Page responders** button on the incident. And while **On duty** is **Paused**, CloudThinker can't page on its own. > **A responder isn't in the Room** > > The Room only adds people who can still open the workspace. Someone removed from the workspace is skipped. Add them back to the workspace, and the next Incident Room includes them. To add them to the Room that's open now, use **Add people** in the Room's **⋯** menu. > **No Slack war room** > > Confirm Slack is connected in **Resolve → Integrations**, **Create war-room channels** is on, and the incident's severity clears the floor you set. A **High** incident doesn't open a channel under **Critical only**. > **Agents from other workspaces doesn't show** > > The section only appears when agent sharing is on and at least one shared agent is allowed to join rooms. Ask the owning workspace to allow it. ## Next steps > **[Read an investigation](https://docs.cloudthinker.io/guide/incident/root-cause-analysis.md)** > > What the verdict, confidence, and remediation suggestions mean. > **[Connect Slack and other destinations](https://docs.cloudthinker.io/guide/incident/integrations.md)** > > Set where Resolve posts updates, tickets, and postmortems. > **[Govern fixes with Approvals](https://docs.cloudthinker.io/guide/approvals/overview.md)** > > Decide which actions run on their own and which wait for a person. > **[Slack integration](https://docs.cloudthinker.io/guide/slack-integration.md)** > > Install CloudThinker in Slack and chat with it there. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.