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Incident Management
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Incident Management

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User Manual

Creating a new incident

Click “Create New Incident” button to create a new incident.
Fill in incident details in the pop up window:
Field
Required?
Instruction
Example
Default
1
Name
The name of the incident, should be concise
Mobile app is down
​
2
Severity
The severity of the incident, choose from the drop down list, hover over each severity to see a description of it
⁠
@Major
⁠
​
3
Incident commander
The incident commander, should be a single person
⁠
@Eric Zhan
⁠
Current user
4
Slack notification
A comma separated list of Slack channels and/or emails to notify of incident status change
#war-room,prod-notify@company.com
​
5
Escalation time
The time when the incident was reported, or if paged, the time of the page
2021-10-20, 15:00
Now
6
Summary
A summary of the current status of the incident
Mobile app is currently not working for some users, the number of affected users is currently unknown, we are investigating
​
7
Impact details
A bullet list of currently known impact
20% mobile users are unable to login in the mobile app
$100 revenue loss per minute
​
8
Operation log
A bullet list of investiagtions and mitigations carried out, preferably also includes the operator
⁠
@Eric Zhan
⁠
: checked server log
⁠
@Lola Tseudonym
⁠
: checked log collected from mobile apps across impacted users
⁠
@Eric Zhan
⁠
: restarted all login servers
​
There are no rows in this table
⁠

Managing incidents

While you are working on the incident, remember to:
Use the “Change Status” button to advance the status of the incident, and if the “Slack Notification” column is not empty, a message will also be automatically sent to the configured Slack channels and/or emails.
Keep the “Summary” and “Impact Details” columns updated.
Collaborate on the “Operation Log” column to keep a list of all investigations and mitigations carried out, this could help prevent folks working on the incident from stomping on each other or repeating what have been done, as well as keep a list of actions to undo once a fix is deployed.

Creating postmortems

Once an incident’s status has been changed to
@Resolved
⁠
, it will disappear from
Ongoing Incidents
⁠
and move to
Resolved Incidents
⁠
, and a button to create a postmortem will appear. Clicking the button will create a postmortem for the incident under
Postmortems
⁠
using
Postmortem Template
⁠
. Several fields on the page will automatically be field in from the incident data.
Creating a new incident
Managing incidents
Creating postmortems
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