Every incident arrives with a payload, and that payload usually tells you far more than whether something broke. It points to which service is affected and how serious the issue looks. It also carries context about which customers are on the receiving end of that failure.<\/p>\n\n\n\n
The service name, severity<\/a>, customer context \u2014 all of it can feed directly into routing decisions. This guide explores how to read those parts of the payload and use them to route incidents automatically. You will find suggestions on what to look for in a payload and how to turn those signals into practical decisions around triage<\/a>, loading escalation policies<\/a>, and noise reduction<\/a>.<\/p>\n\n\n\n Table of contents<\/strong><\/p>\n\n\n\n
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