incident.io

incident.io supplies outstanding incident follow-ups to Factory boards. Incidents themselves stay out of intake; Factory imports only their follow-ups so agents can work each remediation task.

Platform-backed servers use their Platform connection. Servers with their own API key can use the self-managed configuration.

Connect an account

You need a running Factory, a linked target repository, and an incident.io API key for the account you want to connect.

1. Open Settings → Work Intake.
2. Under incident.io follow-ups, select Connect incident.io.
3. Enter the account's API key in the dialog and submit.
4. Confirm the section lists the connected account name.

Select Connect another to add more accounts. The picker lists follow-up sources from every connected account.

If the incident.io follow-ups section doesn't appear in Work Intake, the server doesn't offer Platform-backed incident.io connections. The server operator can configure an API key instead.

Select and route sources

In Work Intake, enable Sync incident.io follow-ups and select the follow-up sources you want to follow. Selections are shared: they feed every member's board.

Under incident.io routing, choose the destination Factory and board for each selected source. Each source feeds one board in one Factory. Choose Work for the built-in workflow. Until a source is routed, its follow-ups aren't picked up. Incidents remain unrouted.

Setting	Scope	Expected result
Account connection	Connected accounts	Lists follow-up sources from every connected account.
Sync and source selection	Organization	Factory imports outstanding follow-ups from the selected sources.
incident.io routing	Organization	Each selected source has a destination Factory with the intended codebase and a selected board.

Route each source to a Factory linked to the repository where its follow-ups should be implemented. Confirm the destination before changing shared routing for teammates.

Verify intake

1. Create one outstanding follow-up in a selected, routed source.
2. Return to the destination Factory's Work board.
3. Match the follow-up's title and source link.
4. Select Investigate and inspect the session's understanding of the task.

Give synchronization time to run. Planning, implementation, and review then follow the Work workflow. Completing a card marks the follow-up as completed in incident.io, and canceling a card marks it as not doing. Comments aren't synchronized in either direction.

A reconciliation worker refreshes the status and metadata of imported follow-ups every five minutes by default, without needing an open browser. The event delivery variables adjust or disable it.

If follow-ups don't appear in Factory, read Troubleshooting.

Use your own API key

For a self-managed connection, create an API key in the incident.io dashboard with permission to read incidents and follow-ups and to update follow-up statuses.

Set the key on the Factory Server and restart it:

.env

INCIDENT_IO_API_KEY=your-incident-io-api-key

The generated entry uses this explicit integration when the key is present, taking precedence over a Platform connection. The key is deployment-global: every member reads incident.io through the same account, and there is no per-user authorization step. Source selection and routing still happen in Work Intake. Instead of connected accounts, the section reports the configured API key.