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Incident Handling: Difference between revisions
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* 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 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 and disables Zabbix calling for the previous FR if they had that enabled by going to Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions] | * The now acting FR removes the previous FR from IPA the sla-first-responder user group and disables Zabbix calling for the previous FR if they had that enabled by going to Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions] | ||
===Checklist for Handing Over First Responder (FR) Responsibilities=== | |||
When transferring the role of First Responder (FR), follow these steps: | |||
1. Initiate the Handover: | |||
- *Acting FR or Upcoming FR*: Initiate the handover process. | |||
2. Add Upcoming FR to User Group and Enable Zabbix Calling: | |||
- *Acting FR*: | |||
- Add the upcoming FR to the IPA `sla-first-responder` user group. | |||
- Enable Zabbix calling for the upcoming FR (if applicable) by navigating to: | |||
- Zabbix> Configuration > Actions > [Trigger actions](https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0#). | |||
3. Announce Addition to User Group: | |||
- Acting FR: | |||
- Inform the upcoming FR that they have been added to the `sla-first-responder` group. | |||
- If communicating asynchronously, announce this in Zulip's [Organisational channel](https://chat.dsinternal.net/#narrow/stream/13-Organisational). | |||
4. Communicate Ongoing Incidents and Particularities: | |||
- Acting FR: | |||
- Share details of any ongoing incidents to be handed over. | |||
- Inform the upcoming FR of any specific details they need to be aware of. | |||
5. Review SLA State and Prepare Questions: | |||
- Upcoming FR: | |||
- Familiarize yourself with the current state of the SLA. | |||
- Prepare any questions for the acting FR. | |||
6. Clarify and Confirm Understanding: | |||
- Upcoming FR: | |||
- Ask all necessary questions until you are confident in taking over the FR role. | |||
7. Subscribe to Relevant Zulip Channels: | |||
- Upcoming FR: | |||
- Subscribe to the following channels: | |||
- [SRE - General](https://chat.dsinternal.net/#narrow/stream/23-SRE---General) | |||
- [SRE # Critical](https://chat.dsinternal.net/#narrow/stream/24-SRE-.23-Critical) | |||
- If part of the SRE team, also subscribe to: | |||
- [SRE ## Non-Critical](https://chat.dsinternal.net/#streams/4/SRE%20##%20Non-critical) | |||
- [SRE ### Informational](https://chat.dsinternal.net/#streams/5/SRE%20###%20Informational) | |||
8. Announce Acceptance of FR Role: | |||
- Upcoming FR (now Acting FR): | |||
- Announce that you are now the acting FR in Zulip's [Organisational channel](https://chat.dsinternal.net/#narrow/stream/13-Organisational). | |||
9. Remove Previous FR from User Group and Disable Zabbix Calling: | |||
- Now Acting FR: | |||
- Remove the previous FR from the IPA `sla-first-responder` user group. | |||
- Disable Zabbix calling for the previous FR by navigating to: | |||
- Zabbix> Configuration > Actions > [Trigger actions](https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0#). | |||
- Ensure the previous FR's phone number is disabled in Zabbix calling settings. | |||
10. Confirm Completion of Handover: | |||
- Now Acting FR: | |||
- Verify that all steps have been completed and the handover is fully executed. | |||