External Incident Submission

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External incident submission allows external personnel (such as your customers or partners) to submit incidents through a standalone page or an API without logging in to Flashduty. Once submitted, the incident is created directly in the corresponding channel, where it automatically matches the escalation rules and notifies responders — ideal for routing customer-facing issue reporting into your unified incident handling process.

Enable External Reporting

Go to Channel Details → Configuration → Settings → Advanced Configuration and turn on the External Reporting switch (you can also enable it in the channel creation wizard). Once enabled, the system generates a dedicated external reporting link for the channel — copy it and share it with external personnel.

The external reporting link is a login-free submission entry. Anyone with the link can submit incidents, so share it only with intended recipients
Turning off external reporting immediately invalidates any shared link; turning it back on generates a new link — the old link cannot be restored

Submission Page

External personnel open the reporting link, fill in the incident on a standalone page, and submit it — no login required:

Field	Required	Description
Title	Yes	Up to 500 characters
Description	Yes	Supports Markdown, up to 10,000 characters
Attachments or screenshots	No	Up to 10 files; supports JPEG, PNG, WebP, GIF, TIFF, BMP, and ICO; each file must be under 5 MB
Email	Yes	The reporter’s contact, so responders can follow up for more information
Company	No	The reporter’s company name

A human verification (CAPTCHA) is required before submission. After a successful submission, the page shows a success message; if the link has been disabled or regenerated, the page shows Invalid Link, and the reporter needs to contact your team for a new link.

What Happens After Submission

An externally submitted incident is created in the channel the link belongs to, with the following characteristics:

Severity: fixed at Warning
Progress: Triggered, the same as incidents triggered automatically by alerts
Reporter info: the email and company are recorded as the incident’s reporter_email and reporter_company labels, visible in the label area of the incident details
Auto assignment: after creation, the incident automatically matches the channel’s escalation rules and sends notifications

If the channel has no escalation rule configured, an externally submitted incident is not assigned to anyone and no notification is sent. Before enabling external reporting, make sure the channel has a valid escalation rule.

Submit via API

Besides the standalone page, you can integrate the submission capability into your own system. The external reporting link looks like https://<console-domain>/incident/external-create/<token> — take the token from it and call the API with multipart/form-data:

curl -X POST "https://<console-domain>/api/incident/external-create?token=<token>" \
  -F 'data={"title":"Payment API errors","description":"All payment requests have returned 500 since 14:00","reporter_email":"ops@example.com","reporter_company":"Example Inc.","captcha_verify_param":"<captcha verify param>"}' \
  -F "images=@/path/to/screenshot.png"

Part	Description
`data`	Required, a JSON string. Fields: `title` (required, up to 500 characters), `description` (required, up to 10,000 characters), `reporter_email` (required, up to 100 characters), `reporter_company` (optional, up to 100 characters), `captcha_verify_param` (human-verification CAPTCHA parameter, required in the SaaS environment; not needed for on-premises deployments)
`images`	Optional image files; multiple allowed. Each file must be under 5 MB and the whole request under 50 MB; excess images are silently ignored and only the first 10 are kept

A successful call returns the created incident ID:

{
  "data": {
    "incident_id": "664f1b2c8f2a1c0012ab34cd"
  }
}

Quick Start

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External Incident Submission

Enable External Reporting

Submission Page

What Happens After Submission

Submit via API

Further Reading

​Enable External Reporting

​Submission Page

​What Happens After Submission

​Submit via API

​Further Reading

Enable External Reporting

Submission Page

What Happens After Submission

Submit via API

Further Reading