The Incidents plugin

When something breaks, the next twenty tickets are all the same ticket. This plugin absorbs them.

You declare the incident once, in your own words. From that moment every member who asks about it, in a ticket, in a channel, anywhere the AI answers, is told the team is already aware, with the status you wrote. Members who want to know when it's over press one button and get a DM the moment you resolve it.

It connects to nothing. There is no account, no API key, no integration to set up. Turn it on and it works.

Declaring an incident

/incident open title: Checkout is failing for card payments
                detail: Orders aren't completing at the payment step.
                severity: Major

The title and detail are what members are told, word for word, so write them the way you'd want a member to read them. Onyx never paraphrases them and never invents a cause, a fix or a time you didn't give it.

If you've set a status channel, a live card is posted there too, with a Notify me when this is fixed button.

Keeping it current

/incident update text: Rolled back this morning's deploy, payments are going through again.
                  status: Monitoring

The update is added to the card and becomes what the AI quotes from then on. The status moves through:

Investigating: you don't know the cause yet
Identified: you know what's wrong and are fixing it
Monitoring: the fix is in, you're watching to confirm it held

Onyx translates these for members, so nobody has to know what "identified" means.

Closing it out

/incident resolve resolution: A bad config change on the payment service. Reverted and added a check.

Three things happen at once: the card turns green and stays as the record, everyone who pressed the button gets a DM, and the AI stops mentioning it immediately.

What members see

Anyone can run /incident status to see what's currently affected. That's deliberately not staff-only, because a member who can check for themselves is a member who doesn't open a ticket.

More importantly, they don't have to. Someone who asks "why is my order stuck?" during a payment outage never uses the word "outage", and that member is exactly who this is for. Onyx puts your incident in front of every answer while it's open, so they're told before they finish explaining.

On new tickets

Turn on Flag open incidents on new tickets and the opening panel of every ticket says which incident is running and how long it's been going. Whoever picks the ticket up knows before they read it.

What it costs

One database lookup per answer while an incident is open, and nothing at all the rest of the time. A guild with nothing wrong pays literally nothing for having this on. It's on the Free plan for that reason.

Turning the AI part off

You can, under AI and tickets. It leaves you with a status card and the commands, which some teams want. But the AI awareness is the part that absorbs the duplicate tickets, so it's on by default.