Incident Handling: Difference between revisions

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Incident Handling (view source)

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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.
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