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When an incident pages you, two actions decide what happens next: acknowledging the page stops further escalation; handing off transfers ownership to another team member.
Acknowledgment panel

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Acknowledging an incident

Acknowledging tells Scaling you are on it. It does two things:
  1. Cancels the next escalation timeout — Scaling will not page the next layer of the escalation policy.
  2. Records who took the page — your user is recorded as the acknowledger on the incident’s audit trail.
Acknowledging does not change the incident’s status. The incident stays in investigating (or whichever status it is in) until you progress it to identified, monitoring, or resolved.

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Where you can acknowledge

SurfaceHow
DashboardClick Acknowledge in the incident escalation panel.
SlackClick the Acknowledge button on the alert message (DM or channel).
APIPOST /v1/incidents/{id}/acknowledge
Public APIPOST /v1/incidents/{id}/acknowledge with your API key.
curl -X POST https://api.scaling.cloud/v1/incidents/{incidentId}/acknowledge \
  -H "Authorization: Bearer YOUR_API_KEY"
Acknowledgment is idempotent. Calling acknowledge on an incident that is already acknowledged returns success without doing anything; calling acknowledge on a resolved incident is a no-op.

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Handing off an incident

If you can’t take a page — you are heads-down on another incident, off duty, or out of context — hand it off to someone else. The handoff:
  1. Updates the owner of the incident to the target user.
  2. Pages the target user through the same notification channels (email, Slack).
  3. Records the handoff on the audit trail with both the previous and new owner.
The target user must be a member of your organization. You cannot hand off to someone outside the org.

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Handing off from the dashboard

1

Open the incident

Navigate to the incident detail page and find the Escalation panel.
2

Choose a recipient

In the handoff form, select another org member from the list.
3

Submit

Click Hand off. The new owner is paged immediately and you stop receiving escalation pings.

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Handing off via the API

curl -X POST https://api.scaling.cloud/v1/incidents/{incidentId}/handoff \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"targetUserId": "user_2xyz..."}'
A handoff resets escalation back to a single notified responder — the new owner. If the new owner doesn’t acknowledge within the current layer’s ackTimeoutMinutes, escalation resumes from where it left off.

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Audit trail

Both actions are recorded on the incident’s paging audit trail with the actor, timestamp, and (for handoffs) the previous and new owner. The audit trail is available on the incident detail page and via the API on the incident record.
Acknowledge first, even if you plan to hand off. Acknowledging stops the escalation clock and gives you a moment to figure out who is the right next person.