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The term incident can spark panic if you need to note a current known issue for mass communication. Even with making sure the incident communication reflects proper expectation, customers still see the word incident on the status page and in the email subject which causes them to focus on the wrong elements. Can we get this as an option similar to the maintenance option? It is the only thing stopping me from being able to use this as I would like. Verbiage is very important in the messages you are conveying. Is there a way currently to custom swap the word incident to known issue?
There's no way to do this, an incident is an incident. You could choose a better word for your audience maybe, although I have no real suggestions.