managing-zenduty

name	managing-zenduty
description	Use when working with Zenduty — zenduty incident management covering incident lifecycle, SLA tracking, escalation policies, on-call scheduling, postmortem generation, service dependency mapping, and integration management. Use when configuring Zenduty incident workflows, tracking SLA compliance, managing on-call rotations, generating postmortems, or analyzing incident trends.
connection_type	zenduty
preload	false

Zenduty Incident Management Skill

Manage Zenduty incidents, SLA tracking, on-call schedules, escalation policies, and postmortems.

API Conventions

Authentication

All API calls use the Authorization: Token XXXXXX header — injected automatically. Never hardcode tokens.

Base URL

https://www.zenduty.com/api

Core Helper Function

#!/bin/bash

zd_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "Authorization: Token $ZENDUTY_API_KEY" \
            -H "Content-Type: application/json" \
            "https://www.zenduty.com/api${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "Authorization: Token $ZENDUTY_API_KEY" \
            "https://www.zenduty.com/api${endpoint}"
    fi
}

Output Rules

• TOKEN EFFICIENCY: Extract only needed fields with jq
• Target ≤50 lines per script output

Incident Management

List Active Incidents

zd_api GET "/incidents/?status=1&team_id=TEAM_ID" | jq '[.results[] | {
  unique_id, title, status, urgency,
  service: .service.name,
  assigned_to: [.assigned_to[] | .username],
  created, acknowledged, resolved
}]'

Get Incident Details

zd_api GET "/incidents/INCIDENT_ID/" | jq '{
  title, status, urgency, summary,
  service: .service.name,
  escalation_policy: .escalation_policy.name,
  sla: {breached: .sla_breached, response_time: .sla_response_time},
  timeline: [.logs[] | {action, timestamp, user}]
}'

SLA Tracking

Get SLA Policies

zd_api GET "/account/sla/" | jq '[.[] | {
  id, name, description,
  acknowledge_time, resolve_time,
  is_active, escalation_policy
}]'

Check SLA Compliance

zd_api GET "/analytics/sla/?period=30d" | jq '{
  period: "30 days",
  totalIncidents: .total,
  slaCompliant: .compliant,
  slaBreach: .breached,
  complianceRate: .compliance_percentage,
  avgResponseTime: .avg_response_time,
  avgResolveTime: .avg_resolve_time
}'

Escalation Policies

List Escalation Policies

zd_api GET "/account/teams/TEAM_ID/escalation_policies/" | jq '[.[] | {
  unique_id, name, description,
  rules: [.rules[] | {delay: .delay, targets: [.targets[] | .target_type]}]
}]'

On-Call Schedules

Get Current On-Call

zd_api GET "/account/teams/TEAM_ID/schedules/" | jq '[.[] | {
  unique_id, name, timezone,
  current_on_call: .on_call_user.username,
  layers: [.layers[] | {name, rotation_type, users: [.users[] | .username]}]
}]'

Postmortems

List Postmortems

zd_api GET "/postmortems/?team_id=TEAM_ID" | jq '[.results[] | {
  id, title, incident: .incident.title,
  created, status,
  action_items: [.action_items[] | {description, assignee, status}]
}]'

Create Postmortem

zd_api POST "/postmortems/" '{
  "incident": "INCIDENT_ID",
  "title": "Postmortem: Payment Service Outage",
  "team": "TEAM_ID"
}'

Services

List Services

zd_api GET "/account/teams/TEAM_ID/services/" | jq '[.[] | {
  unique_id, name, description,
  escalation_policy: .escalation_policy.name,
  sla: .sla.name,
  status: .status
}]'

Common Tasks

1. Track SLA compliance — monitor acknowledgment and resolution time against SLA targets
2. Generate postmortems — create structured post-incident reports with action items
3. Configure escalation — build multi-tier escalation policies with appropriate delays
4. Manage on-call rotations — set up schedules with layers and override support
5. Analyze incident trends — review incident volume, severity distribution, and team workload

Output Format

Present results as a structured report:

Managing Zenduty Report
═══════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]

Target ≤50 lines of output. Use tables for multi-resource comparisons.

Anti-Hallucination Rules

1. NEVER assume resource names — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. NEVER fabricate metric names or dimensions — verify against the service documentation or --help output.
3. NEVER mix CLI commands between service versions — confirm which version/API you are targeting.
4. ALWAYS use the discovery → verify → analyze chain — every resource referenced must have been discovered first.
5. ALWAYS handle empty results gracefully — an empty response is valid data, not an error to retry.

Counter-Rationalizations

Shortcut	Counter	Why
"I'll skip discovery and check known resources"	Always run Phase 1 discovery first	Resource names change, new resources appear — assumed names cause errors
"The user only asked for a quick check"	Follow the full discovery → analysis flow	Quick checks miss critical issues; structured analysis catches silent failures
"Default configuration is probably fine"	Audit configuration explicitly	Defaults often leave logging, security, and optimization features disabled
"Metrics aren't needed for this"	Always check relevant metrics when available	API/CLI responses show current state; metrics reveal trends and intermittent issues
"I don't have access to that"	Try the command and report the actual error	Assumed permission failures prevent useful investigation; actual errors are informative