Incident.io Integration

The Incident.io integration brings your incident data into Koalr's incident dashboard and DORA MTTR calculations. Real-time updates are delivered via Svix-managed webhooks, which must be configured separately from the API connection.

Connecting Incident.io

Koalr connects to Incident.io using an API key. The connection has two parts: the API key (for initial sync and polling) and a Svix webhook (for real-time events).

Step 1: Generate an Incident.io API key

1. Log in to your Incident.io account.
2. Go to Settings → API keys.
3. Click Create API key.
4. Name it Koalr and set permissions to Read only.
5. Copy the generated key.

Step 2: Enter the API key in Koalr

1. Go to Settings → Integrations in Koalr.
2. Click Connect Incident.io.
3. Paste your Incident.io API key.
4. Click Save. Koalr validates the key and starts an initial sync.

Step 3: Configure the Svix webhook (required for real-time sync)

Real-time incident updates require a Svix webhook. Without this step, Koalr will only sync Incident.io data on a periodic polling schedule (approximately every 5 minutes).

1. In Koalr, go to Settings → Integrations → Incident.io and copy the Webhook endpoint URL shown (format: https://api.koalr.com/webhooks/incidentio/{your-org-id}).
2. In Incident.io, go to Settings → Webhooks.
3. Click Create webhook.
4. Paste the Koalr webhook endpoint URL.
5. Select the following event types:
   • incident.created
   • incident.status_updated
   • incident.resolved
6. Click Create.

Incident.io will send a verification ping. Koalr handles the verification automatically — no additional steps are needed.

Event types handled

Event	What Koalr does
incident.created	Creates a new incident record in Koalr
incident.status_updated	Updates incident status and timestamps
incident.resolved	Marks incident as resolved, records resolution time for MTTR

Severity mapping

Incident.io severity levels are mapped to Koalr's internal priority levels as follows:

Incident.io severity	Koalr priority
Critical	P1
Major	P2
Minor	P3
Informational	P4

These mappings are used when displaying incidents in the Koalr incident dashboard and when filtering incidents for DORA MTTR calculations.

What Koalr syncs from Incident.io

• Incidents — title, severity, status, created at, resolved at, duration
• Responders — mapped to Koalr users by email address
• Affected services — linked to Koalr's Service Catalog when names match
• Timeline events — key actions taken during the incident lifecycle

Migrating from Opsgenie

If your team is migrating from Opsgenie to Incident.io, Koalr provides a migration assistant at Settings → Opsgenie Migration. The wizard imports your historical Opsgenie incident data so MTTR trends are preserved across the migration. See the Opsgenie migration guide for details.

Initial sync time

The initial Incident.io sync imports 90 days of incident history. Most accounts complete the initial sync in under 3 minutes.