Status page
A status page tells the people you support what is going on before they write in: a page on your support portal, at
/status, with the incidents you choose to show, how bad they are in plain words, their status and the updates you
send. Visitors can follow it by email.
The status page comes with the Status Page plugin, which needs Incident Management. To set it up, an admin:
- turns on Incident Management, then the Status Page plugin, under Settings → Plugins;
- picks the portals that get a page under Settings → Status Page → Status pages.
Each of those portals gets a Service status link and a page at /status (/p/<portal>/status on the desk's own
address). The settings show each page's address and how many people follow it.
Who can use it
Needs the Status Page plugin, built on Incident Management.
| Who | Can |
|---|---|
| Incident Manager | Put incidents on the status page and send updates there, and choose which portals have one. |
| Visitors to the portal | See the status page and follow it by email; no account needed. |
| Administrator | Everything. |
Each permission in detail: Putting an incident on it.
What visitors see
The page shows the incidents switched to Show on the status page that touch the portal's part of the organization (an affected unit at, above or below the portal's unit): Ongoing, then the past 14 days.
Visitors see only:
- the public title;
- how bad it is in plain words (major outage, partial outage, degraded performance);
- the status (investigating, identified, monitoring, resolved);
- the updates you sent.
[!IMPORTANT] Visitors never see the key, priority, summary, notes, commander or resolution.
The page is in the languages turned on under Language, in the brand of the portal's unit, and looks like the portal: its colours, header, and corners (see Appearance).
Above the incidents, a Services list shows the organization's services marked Show on the status page (in the service catalogue), each with its status: operational, maintenance, degraded performance or outage, under the name customers know. The summary at the top says all is well only when no public incident is ongoing and no listed service is degraded or down.
Putting an incident on it
| When | How |
|---|---|
| Declaring | When the organization has a status page, the dialog has Show on the status page, with a public title visitors read (the title if left empty). |
| Later | The Status page card on the incident page has the same switch and title, and links to the pages it shows on. An incident on a status page has an On the status page badge, here and in the list. |
| Updates | On an incident that is on the status page, Send update puts the update there too (Also on the status page, on by default), and emails it to the subscribers. Without linked cases, the update goes to the status page alone. |
[!NOTE] Taking an incident off the status page hides it from the page; nobody is emailed about that.
Who may:
| To | Permission |
|---|---|
| Put an incident on the status page, and send an update there | Publish on the status page (incident.status.publish, Incident Manager) |
| Change the settings | Status page settings (incident.status.settings) |
Following it by email
Visitors follow it with Get updates by email:
- They confirm with a link first.
- Then they get an email when an incident goes on the page, with every update you send there, and when it's resolved (or comes back).
Every email has an unsubscribe link, and is in the language they subscribed in. Five tries an hour from one address keep the form from being abused.
When the plugin is off
Incidents work as before without it: the switches and the badge go, updates go to the linked cases only, and the
portals' /status pages are gone.
[!TIP] Incidents keep their public mark and title, and subscribers stay, so turning the plugin back on brings the pages back as they were.
For AI assistants and the API
With the plugin on, tokens can get status:read and status:admin (Settings → API tokens). AI
assistants get list_status_pages and (admins) change_status_pages; incidents go on the page with Incident
Management's tools (public and public_title on declare_incident and update_incident). The API is described in
building a plugin.