Investigations & Incidents
When something breaks, work it like an incident
TELVRIX includes an incident lifecycle system and investigation workspaces for operators: ownership, activity feeds, linked queue executions, and scoped support sessions that are audited end to end.
The problem
"Sync is broken for one user" is an investigation, not a guess
Operating email infrastructure produces hard questions: why did this mailbox stop syncing, why did that send fail, what changed before the queue backed up? Answering them from raw logs alone is slow, and ad-hoc poking around in production leaves no trace of what support actually looked at.
The TELVRIX approach
Incidents, investigations, and scoped support access
Operators open investigations tied to the affected resource — a user, workspace, mailbox, or queue — with an owner, a status, and an activity feed that records every step. Queue execution lineage links jobs to their outcomes so failures can be traced, retried, or remediated in bulk.
When support needs to see a user’s account state, a support session is explicitly activated, scoped, and recorded. Message bodies and credentials remain off-limits by design.
Workflow
From alert to resolution
- 01
Detect
Queue failures, worker heartbeat loss, and provider errors surface in admin monitoring and alert checks.
- 02
Open an investigation
Create an investigation with an owner and link the affected resources; every action lands in its activity feed.
- 03
Trace and remediate
Follow queue execution lineage, retry failed jobs, apply bulk remediation, or place operational locks.
- 04
Resolve and record
Close the incident with its history intact — who investigated, what was found, what was done.
Investigation opened
owner: ops@host · linked: mailbox support@acme.com
Queue lineage reviewed
4 failed sync jobs · auth error from provider
Bulk retry executed
4 jobs requeued · 4 succeeded
Resolved
Root cause: expired app password, user notified
Capabilities
What you get.
Incident lifecycle
Open, own, update, and resolve incidents with structured status transitions.
Investigation activity feeds
Every investigative step is recorded in a chronological feed.
Queue execution lineage
Trace a job from enqueue to completion or failure, with retry and bulk remediation.
Scoped support sessions
Support access is explicitly activated, scoped to the case, audited, and excludes credentials and message bodies.
Operational alerts
Automated checks for failed jobs and stale heartbeats feed the admin alert surface.
Operational locks
Freeze risky operations platform-wide while an incident is being worked.
Related
Put investigations & incidents to work.
TELVRIX is in closed beta. Apply for access, or sign in if you already have an invite.