Cortex connects to many third-party vendors whose system interfaces frequently change. As a result, integration behavior or configuration steps may shift without notice. If you encounter unexpected issues, check with your system administrator or refer to the vendor’s documentation for the most current information. Additionally, integration sync times vary and are subject to scheduling overrides and timing variance.
Viewing incident data
You can view incident data in the incident list and on an entity’s details page.Incident list
See every incident across your organization in one place, with metadata including severity, status, and affected entities.
- From the main sidebar, expand Integrations, then select Data.
- Select the Incidents tab.
Searching across and filtering the incident list
There are several ways to search and filter the list:- To find specific incidents, use the search bar in the upper-right corner of the page and type to search.
- By default, the list sorts by most recently opened incident. Click Opened to reverse the order, or click Name to sort alphabetically instead.
- Click Filter to narrow down your list by date range, severity level, or status.
Incidents on an entity’s details page
View incidents in the following places on an entity’s details page:-
On the Overview tab; active incidents are prominently displayed at the top of the page
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In the left details sidebar, locate Connections, then select Incidents
Viewing on-call information
On-call shift data
View all on-call shifts ingested via the Rootly integration in a single place. This allows you to see exactly what data Cortex has brought in from the integration and what entities it’s been linked to within Cortex. To access the on-call list:- From the main sidebar, expand Integrations, then select Data.
- Select the On-call shifts tab.
- Do one of the following:
- Select the All tab to view all on-call shifts in your workspace.
- Select the Mine tab to view only your on-call shifts.
Searching across and sorting the on-call list
To search and sort the list:- Use the search bar in the upper-right corner of the page and type to search.
- By default, the list sorts alphabetically by schedule name. Click Name to sort from Z to A.
On-call on an entity’s details page
View current on-call information in the following places on an entity’s details page:-
In the metadata sidebar in the On-call now block
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In the left details sidebar, locate Connections, then select On-call
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Click a row to open a side panel showing who’s on call now, who’s on call next, and the teams the schedule is associated with.
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Click a row to open a side panel showing who’s on call now, who’s on call next, and the teams the schedule is associated with.
Engineering homepage
View upcoming on-call rotations in the My on-calls block on your engineering homepage. Cortex shows on-call schedules up to six months out.
Creating Scorecard rules with Rootly data
Incident expressions
CQL lets you write rules and queries against incident data. See the CQL documentation for the complete list of available incident expressions.Create Scorecard rules using incident-based CQL expressions to track operational health. Common Scorecard rules built on incident data include:
- Ensure services have had no critical incidents in the past 30 days.
- Verify mean time to resolution meets your SLOs.
On-call expressions
CQL lets you write rules and queries against on-call data. See the CQL documentation for the complete list of available on-call expressions.Create Scorecard rules using on-call based CQL expressions to track operational readiness, for example:
- Verify that all production services have an on-call schedule configured.
- Ensure critical services have on-call coverage before go-live.
Incident metrics in Eng Intelligence
Incident metrics in Eng Intelligence are powered by the same unified data pipeline as the incident list, so the numbers stay consistent across Cortex. Eng Intelligence supports the following incident metrics:- Incident frequency
- Mean time to resolution (MTTR)
Viewing Rootly integration logs
This feature is available in Cortex cloud.
Troubleshooting and FAQ
I connected Rootly but no on-call data appears on my entity
I connected Rootly but no on-call data appears on my entity
Check that the On-call category is selected on your Rootly configuration. Then confirm the entity is connected to Rootly on-call: through a Rootly service that matches the entity, through a schedule’s owning team, or through a
SCHEDULE or TEAM registration. A Rootly schedule only has on-call coverage once an escalation policy in Rootly points to it, and a service only shows on-call if it has an escalation policy. If a schedule shows no coverage in Rootly, it won’t show any in Cortex either.I registered a team but see no schedules
I registered a team but see no schedules
A
TEAM registration maps every schedule owned by that team in Rootly. If the team doesn’t own any schedules, nothing maps. Register the schedule directly instead.An incident exists in Rootly but doesn't appear on the entity in Cortex
An incident exists in Rootly but doesn't appear on the entity in Cortex
Check that the incident lists the affected service in Rootly. Then confirm the service matches the entity, either through the Cortex ID from Rootly’s Cortex integration, a service name that matches the entity’s Cortex tag, or an
x-cortex-rootly registration in the entity descriptor. Cortex doesn’t automatically match on service slugs.