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Click “Create New Incident” button to create a new incident.Fill in incident details in the pop up window:20% mobile users are unable to login in the mobile app$100 revenue loss per minute: checked server log: checked log collected from mobile apps across impacted users: restarted all login servers
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.
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Creating a new incident
Field
Required?
Instruction
Example
Default
Name
The name of the incident, should be concise
Mobile app is down
Severity
The severity of the incident, choose from the drop down list, hover over each severity to see a description of it
@Major
Incident commander
The incident commander, should be a single person
@Eric Zhan
Current user
Slack notification
A comma separated list of Slack channels and/or emails to notify of incident status change
#war-room,prod-notify@company.com
Escalation time
The time when the incident was reported, or if paged, the time of the page
2021-10-20, 15:00
Now
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
Impact details
A bullet list of currently known impact
Operation log
A bullet list of investiagtions and mitigations carried out, preferably also includes the operator
@Eric Zhan
@Lola Tseudonym
@Eric Zhan
There are no rows in this table
Managing incidents
While you are working on the incident, remember to:
Creating postmortems
Once an incident’s status has been changed to , it will disappear from and move to , and a button to create a postmortem will appear. Clicking the button will create a postmortem for the incident under using . Several fields on the page will automatically be field in from the incident data.
@Resolved
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