In Zebrix Control, an incident refers to the creation or update of an external notification triggered by a change in an equipment’s status.

Incidents allow you to automatically alert your teams through one or multiple communication channels.

Incident management is based on three complementary levels:

• Notification Channel: Defines the communication method (email, Teams, ServiceNow, webhook, etc.)
• Incident Connector: Defines when the channel is triggered (incident opening, closing, or both)
• Incident Configuration: Defines which status levels trigger the incident

These three elements work together following a hierarchical logic:

Configuration → Connector → Channel

A notification channel is the technical method used to send alerts to an external platform.

Detailed documentation:

Email configuration
Teams configuration
Webhook configuration
Discord configuration
Slack configuration
ServiceNow configuration
Easy Vista Configuration

The connector links one or multiple channels to a triggering behavior.

To add a connector:

1. Go to Configuration → Incidents → Connectors
2. Click ➕ Add
3. Complete the following fields:

• Name: Provide a descriptive name
• Channel: Select one or more notification channels
• Opening / Closing: Specify whether the connector should be triggered on incident opening, closing, or both

Example: If both opening and closing are enabled for a ServiceNow connector, a ticket will automatically be created when the alarm appears and closed when it is resolved.

The incident configuration defines which alert levels trigger a notification.

To create a configuration:

1. Go to Configuration → Incidents → Configuration
2. Click ➕ Add
3. Complete the following fields:

• Name: Provide a descriptive name
• Trigger Level: Select the alert level that initiates the incident
• Trigger Level Scope:
  • Only this level: The incident will be triggered only when the alert matches the selected level exactly.
  • This level and worse: The incident will be triggered for the selected level and all higher severity levels.
    • Example: A configuration set to Warning will trigger incidents for Warning, Critical, and Unreachable alarms.

• Connectors: Select the connector(s) to associate with this configuration

To apply an incident configuration:

1. Go to the equipment configuration
2. Open the Incident Configurations tab
3. Select the desired configuration(s)

An equipment can be associated with multiple incident configurations depending on its criticality or operational scope.