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Warroom

The Warroom feature allows you to quickly create a Lark group chat around a single incident, supporting member invitations, syncing the incident status and assignee, and claiming or closing the incident via cards in the group chat.

Prerequisites
  • An administrator must first integrate a Lark app under Integrations > IM Apps.
  • To create a Warroom, you need view and manage permissions for the current incident.
  • Only one active Warroom per incident is allowed at any given time.

Creating a Warroom

Go to Incident Center > Incident List and open the incident that requires collaborative handling. In the incident details, click Create Warroom, then select an IM app whose status is Connected. If no available app has been integrated into the current workspace, contact your administrator to complete the integration by referring to IM Apps.

Creating a Lark Group Chat

  1. Select the connected Lark app.
  2. Confirm the group name. The default format is [Incident Severity] [Monitor / Event Title] | Incident ID. The name is editable, up to 60 characters.
  3. Confirm the default members. The system automatically adds the current operator and the incident assignee. If they are the same person, the duplicate is removed.
  4. To invite additional members, click Add Members, search and select from the current workspace.
  5. Review the member matching results, then click Create.

The system first tries to match the member's email, then phone number, with their Lark account. The matching results are explained below:

Result Description
Invitable The member will be automatically invited when the group chat is created.
No Lark account identified The group chat creation proceeds without interruption; the member will not be automatically invited, but can still join the Warroom from the incident details.

After the group chat is created, the bot sends an incident card. If some members fail to be invited or the card fails to send temporarily, the Warroom can still be accessed, and the system will continue retrying in the background.

Impact of Lark callback configuration on the Warroom

Once the Lark app shows Connected, you can create a group chat. If the app's callback configuration status is Pending Configuration or Error, creating and joining the group chat are unaffected, but actions on the incident card within the group (claiming, closing) will not be available. Contact your administrator to go to Integrations > IM Apps to complete or fix the card callback configuration.

Using the Warroom

After the Warroom is created, the entry in the incident details updates to View Warroom. Workspace members with incident view permissions can:

  • Open the Lark group chat.
  • Copy the Lark group join link.
  • Join the Lark group chat via the shared link.

The system verifies the login status, workspace, incident permissions, and Warroom status on each access. If permissions become invalid or the Warroom has been disbanded, the original entry can no longer be used.

Collaboration in Lark

The incident card in the Lark group chat displays the incident severity, title, ID, status, assignee, trigger time, and last update. Members with the corresponding incident permissions can use the card to:

  • Claim incident: Set themselves as the incident assignee.
  • Close incident: Update the current incident status.
  • View incident details: Return to the incident details to see the full context.

When the incident status or assignee changes in the system, the card in the group chat is synchronized. When the assignee changes, the new assignee is automatically added to the group chat if their Lark account is matched successfully. The original assignee is not automatically removed.

Will the group chat be closed when the incident ends?

When the incident is recovered, resolved, or closed, the system only synchronizes the incident status; it does not automatically disband the Lark group chat. The Lark group chat is disbanded only when a user actively disbands the Warroom.

Closing the Warroom

In the Warroom operations within the incident details, select Disband Warroom and confirm the action. The system will synchronously disband the Lark group chat, making the original join link invalid. If the disband fails, the current state is retained and the system retries.

After the Warroom is closed, the operation records are retained. If the incident is still ongoing, you can create a new Warroom.

FAQ

Why did some members not automatically join the Lark group?

The system can only invite members whose Lark accounts are successfully matched and who are within both of the following authorization scopes:

  • The contact data scope of the contact:user.id:readonly permission.
  • The available scope set when the Lark app was published.

Check whether the email or phone number registered for the member in the current workspace matches their Lark account, and confirm that the member is included in both of the above scopes. Members can also proactively join the group chat from the Warroom entry in the incident details.

Why can't I claim or close the incident from the Lark card?

First, ensure that the callback configuration of the Lark app is Normal. Card actions also verify the matching between the Lark identity and the workspace member, as well as the member's operation permissions for the current incident. If the callback is not properly configured, the identity is not matched, the account is frozen, or permissions are insufficient, the system will not execute the incident change.

Further Reading

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