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Status: planned. The incident contract is written and released in the agent’s skill bundle; the ITSM service it drives is not yet deployed.
When something is genuinely wrong, the durable record is a ticket — not a chat message that scrolls away. When a person steps in, the agent steps back.
The monitoring layer decides something is wrong; the incident system is where that becomes a ticket with a threaded narrative, and — once resolved — a knowledge-base article the next occurrence can reuse. Notifications are the alert surface; the ticket is the truth.

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The operating contract

Agents follow one deterministic contract so incidents stay clean and a person is never overwritten.

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Guardrails

The agent runs the contract under the same discipline as every other write path: a dry-run mode that prints what it would do instead of doing it, a rate limit of one write per finding per cycle, bounded reads that never pull full ticket histories into context, and credentials injected from the secrets path for agents — never printed into a ticket. See the Hermes agent for the runtime that drives it.