> ## Documentation Index
> Fetch the complete documentation index at: https://docs.schedkit.net/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Incidents

> Ticketed issues with SLA timers, threaded replies, and real-time SSE broadcast.

## Overview

Incidents (also called tickets) are the structured response layer in SchedKit. When a signal demands action, an incident tracks it: who opened it, its priority, SLA deadline, reply thread, and resolution status.

Incidents and tickets are the **same underlying resource** — `/v1/tickets` and `/v1/incidents` operate on the same NocoDB table. The naming is interchangeable.

## Lifecycle

```
open → in_progress → resolved → closed
```

| Status        | Meaning                           |
| ------------- | --------------------------------- |
| `open`        | Created, awaiting response        |
| `in_progress` | Being actively worked             |
| `resolved`    | Fix applied, pending confirmation |
| `closed`      | Fully closed                      |

## SLA timers

SLA due times are auto-set on creation by priority:

| Priority | SLA      |
| -------- | -------- |
| `urgent` | 1 hour   |
| `high`   | 4 hours  |
| `normal` | 24 hours |
| `low`    | 48 hours |

Every incident response includes computed SLA fields:

```json theme={null}
{
  "sla_due_at": "2026-03-15T08:00:00Z",
  "sla_breached": false,
  "sla_status": "warning"
}
```

`sla_status` values: `ok` → `warning` (within 20% of deadline) → `breached`

## Customer status page

Every incident gets a `customer_token` — a 24-char nanoid. Share the public status URL with the affected customer:

```
https://schedkit.net/incidents/status/:customer_token
```

No login required. Shows title, status, priority, and reply thread (staff-facing replies are hidden).

## Real-time stream

Subscribe to all incident events for the authenticated user:

```bash theme={null}
curl -N https://schedkit.net/v1/incidents/stream \
  -H "x-api-key: $SCHEDKIT_KEY"
```

Events broadcast:

* `incident.created`
* `incident.updated`
* `incident.reply`

## Replies

Threaded replies are scoped per incident. Staff and customer replies are differentiated by `author_type`.

```bash theme={null}
curl -X POST https://schedkit.net/v1/incidents/42/replies \
  -H "x-api-key: $SCHEDKIT_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body": "Investigating now. ETA 20 minutes."}'
```

<Card title="API Reference → Incidents" icon="triangle-exclamation" href="/api-reference/tickets">
  Full endpoint docs for CRUD, replies, and SSE stream.
</Card>