Service status & outage comms

Status in the sidebar is your organization’s single answer to “is it just me, or is Zoom down?”. It tracks two kinds of trouble:

• Vendor outages — CompassDocs polls each tracked tool’s own status page about every five minutes and normalizes the result to one state: Operational, Degraded, Outage, Maintenance.
• Internal incidents — for systems with no status page (the phone system, an on-prem server), an approver or admin declares an incident, posts updates as it unfolds, and resolves it when it’s over.

Everyone’s dashboard shows a status strip with every tracked service (1.17.0; it replaces the banner that appeared only when something was wrong). When anything is wrong, the sidebar’s Status entry shows a count — and everyone gets a notification through the bell inbox and their personal chat webhook (with its own row in the Account → Notifications routing grid), both when a service goes down and when it recovers.

Tracking a service (admins)

On the Status page, Track a service:

• From the catalog — one click for common tools: GitHub, Zoom, Slack, Cloudflare, Dropbox, OpenAI, DocuSign, Box, NetDocuments, iManage Cloud, Google Workspace, Salesforce, AWS, Microsoft 365, and more.
• Custom — point at any vendor status page:
  • Statuspage JSON: works for any page hosted on Atlassian Statuspage (most SaaS vendors) — enter the status page’s base URL, e.g. https://status.example.com.
  • RSS / Atom feed: a fallback for vendors without a JSON API — coarser (a recent unresolved item marks the service degraded).
  • Manual: an internal system with no page at all. It reads Operational until someone declares an incident.

A fetch hiccup never flips a service’s state — the last known status stands until a successful check says otherwise.

Microsoft 365 (enterprise)

The Microsoft 365 catalog entry reads real tenant service health (Exchange, Teams, SharePoint…) from Microsoft Graph using the same Entra app registration as the directory sync — grant it the ServiceHealth.Read.All application permission (admin consent) and it lights up. Enterprise license required.

Declaring an incident (approvers & admins)

Declare incident on the Status page: pick the affected service, a severity (Outage / Degraded / Maintenance), a title, and an optional first update (“Carrier issue — use Teams calling meanwhile”). Everyone is notified immediately. Post updates as things develop — they build a timeline on the incident card — and Mark resolved when it’s over, which notifies everyone again and returns the service to Operational.

Incidents can also be declared against a tracked vendor — useful for adding org-specific guidance on top of the vendor’s own incident (“Zoom is down — client calls move to Teams”).

The status strip on the dashboard

From 1.17.0, as soon as one service is tracked, a slim strip under the greeting on everyone’s dashboard gives the state of every tracked service at a glance:

• A summary with a coloured dot: “All systems normal”, “1 service degraded” (or “3 services degraded”, counting outages and degraded services together, with a red dot when any is down), or “2 services in maintenance” when maintenance is the only thing going on.
• Each service as a dot and its name, problems first (outages, then degraded, then maintenance), the rest by name. A service with a problem adds the vendor’s or the incident’s own short description, or just its state (“Degraded”) when there is none or it is long. Up to eight services are named; the rest are counted as “+3 more”.
• Status → opens the Status page.

On a phone the strip shows only the summary and the link. A service’s state on the strip is the worse of its last check and any open incident on it, so an incident declared against a vendor that reports itself operational shows as the incident’s severity.

The strip disappears when no service is tracked, and anyone who doesn’t want it can hide it for themselves with Edit dashboard (it is listed as System status).

Who sees and does what

Action	Who
View the Status page, the dashboard status strip, notifications	Everyone
Declare / update / resolve incidents	Approvers and admins
Track / remove services	Admins

Users who find the alerts noisy can switch the Service status row off per channel in Account → Notifications.

In the helpdesk desk (Enterprise)

From 1.19.2 each helpdesk team can follow the services that matter to it. Its agents then see those services in the desk’s top bar, get a pop-up when one degrades or goes down, and can declare a major incident from it. An agent told about a service that way doesn’t also get the Service status bell for it. The desk only reads this page: services and incidents are still managed here, with the permissions above, and the desk’s status features need Read status board. See Status services for teams.