Both calls require alerts.incidents.update and take an active incident that was not merged into another; the
timeline records priority_changed and urgency_changed.
- Priority: the body is
{"priority": "P2"}, or null for none: one of the organization’s
priority levels. It changes the priority only and
notifies nobody again.
- Urgency: the body names the key of one of the organization’s urgency levels, such as
{"urgency": "high"}, and the caller is recorded in urgency_set_by; support hours no longer change
it. Raising an open incident to a more urgent level notifies again from the first step that applies,
with escalation.reason urgency_raised; a less urgent level only changes the urgency, and a level
that does not climb the steps stops further escalation.
To change many at once, use bulk actions with
{"action": "set_priority", "priority": "P2"} and {"action": "set_urgency", "urgency": "low"}.
The response is the incident. Its urgency is the key of a level (incidents opened before the field
existed lack it and count as high), and priority is P1 to P9 or absent; urgency_by_policy is
true when the urgency came from the escalation policy.
Errors
Last modified on October 31, 2026
