Incident visibility and action permissions

Incident visibility for Opsgenie Responders

Starting from March 6, 2020; Opsgenie responders with default user rights will be able to see all incidents on their accounts. If you would like to restrict the incident visibility for some of the responders in your account, you can create a custom role from Settings > People > Roles and disable See all incidents right for the custom role.
Users without See all incidents right can only see incidents if they are added as an incident responder.

Incident action permissions for Opsgenie Responders

Effective from March 6, 2020, Opsgenie responders with default user rights will be able to execute incident actions except for Delete action. Only the account owners and admins will be able to delete an incident.
If you would like to restrict the incident action execution rights for some of the responders in your account, you can create a custom role from Settings > People > Roles and disable the corresponding incident action rights.

Incident visibility for Opsgenie Stakeholders

Effective from March 6, 2020, Opsgenie stakeholders with default stakeholder rights will be able to see all incidents on their accounts.
However, Opsgenie stakeholders cannot execute any incident actions. The incident details page will be available to stakeholders as read-only.
If you would like to restrict the incident visibility for some of the stakeholders in your account, you can create a custom role from Settings > People > Roles and disable See all incidents right for the custom role.

What about the existing custom roles in my account?

If you have custom roles, they won't be affected by the upcoming changes. The existing custom roles will continue to have the same permissions.

Why are you retiring the team-level incident action rights?

To enable to organization-wide collaboration for the Incident Management process and provide more flexibility to Opsgenie responders during an incident, we are going the retire the owner team concept for incidents (Please see the next section).
To avoid the conflict between team-level and global-level rights, all incident-related right configurations will be handled from the global level.

What does "Retiring the owner team concept for incidents" mean?

Currently, incident actions can be only executed by the members of the owner team of an incident. Effective from March 6, 2020; all Opsgenie responders will be able to contribute the incident resolution process as the incident action permission will be given to all Opsgenie responders by default. Therefore, there will be no hierarchical difference between the owner team of an incident and the responder team/user of an incident. To avoid the conflict, Opsgenie will retire the owner team concept for incidents.
Responder alerts will be still created for all responder teams and individual users.

What about the impacted services?

Effective from April 20, 2020; the enforcement of selecting a single service during the incident creation will be retired. You will be able to create incidents with multiple impacted services. Or you can create incidents without selecting any impacted services. Additionally, the impacted services list will be editable after the incident creation, in other words, you will be able to add or remove services for an ongoing incident.

What about the incident templates?

Since Opsgenie will introduce the multiple impacted services concept for incidents, incident templates will be moved from the services to the global Settings page (Effective from April 20, 2020). For the existing incident templates, no action is required: They will be automatically moved to the global level and the service name information will be kept for those templates.

What about the incident response roles?

Since the owner team concept for incidents will be retired, incident response roles will be moved from the team-level to the global Settings page (Effective from April 20, 2020). For the existing incident response roles, no action is required: They will be automatically moved to the global level and the team name information will be kept for those response roles.

What about the Incident Command Center?

Since the owner team concept for incidents will be retired, Incident Command Center (ICC) configurations will be moved from the team-level to the global Settings page (Effective from April 20, 2020). For the existing ICC configurations, no action is required: They will be automatically moved to the global level and the team name information will be kept for those ICC rooms.