66
edits
Incident Handling: Difference between revisions
Jump to navigation
Jump to search
Add retrospective point information about required channels.
(Add retrospective point information about required channels.) |
|||
| Line 121: | Line 121: | ||
== Handover == | == Handover == | ||
When handing over the responsibility of first responder (FR), the following needs to happen: | When handing over the responsibility of '''first responder''' (FR), the following needs to happen: | ||
* Acting FR adds the upcoming FR the the IPA sla-first-responder user group (Optional: and enables Zabbix calling for that person if they have that set by going to Zabbix > Configuration > Actions > Trigger actions) | * Acting FR adds the upcoming FR the the IPA sla-first-responder user group (Optional: and enables Zabbix calling for that person if they have that set by going to Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions]) | ||
* The upcoming FR makes sure they are aware of the state of the SLA and knows what questions they wants to ask the acting FR. | * The upcoming FR makes sure they are aware of the state of the SLA and knows what questions they wants to ask the acting FR. | ||
* The upcoming FR makes sure they are subscribed to the right channels | |||
The following steps can be done async or in person: | The following steps can be done async or in person: | ||
* The acting FR announces/informs the upcoming FR has been added to the sla-first-responder group (In Zulip's | * The acting FR announces/informs the upcoming FR has been added to the sla-first-responder group (In Zulip's [https://chat.dsinternal.net/#narrow/stream/13-Organisational Organisational channel] if asynq). | ||
* If the acting FR wants to hand over responsibility for any ongoing incident they also state which incidents they want the upcoming FR to take over. | * If the acting FR wants to hand over responsibility for any ongoing incident they also state which incidents they want the upcoming FR to take over. | ||
* If there are any particularities the upcoming FR needs to be aware of, those are shared. | * If there are any particularities the upcoming FR needs to be aware of, those are shared. | ||
* The upcoming FR asks their questions until they are satisfied and able to take over the FR | * The upcoming FR asks their questions until they are satisfied and able to take over the FR | ||
* The upcoming FR announces/informs that they are now the acting FR over Zulip's | * The upcoming FR ensures they are subscribed to the following channels on Zulip: [https://chat.dsinternal.net/#narrow/stream/23-SRE---General SRE - General], [https://chat.dsinternal.net/#narrow/stream/24-SRE-.23-Critical SRE # Critical] and if part of the SRE team [https://chat.dsinternal.net/#streams/4/SRE%20##%20Non-critical SRE ## Non-Critical] and [https://chat.dsinternal.net/#streams/5/SRE%20###%20Informational SRE ### Informational]. | ||
* The now acting FR removes the previous FR from IPA the sla-first-responder user group (Optional: and disables Zabbix calling for that person if they had that enabled by going to Zabbix > Configuration > Actions > Trigger actions) | * The upcoming FR announces/informs that they are now the acting FR over Zulip's [https://chat.dsinternal.net/#narrow/stream/13-Organisational Organisational channel] | ||
* The now acting FR removes the previous FR from IPA the sla-first-responder user group (Optional: and disables Zabbix calling for that person if they had that enabled by going to Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions]) | |||