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Incident Handling: Difference between revisions
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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: | ||
* The handover can be initiated by both the upcoming FR or the acting FR | * The handover can be initiated by both the upcoming FR or the acting FR | ||
* Acting FR adds the upcoming FR | * Acting FR adds the upcoming FR to the IPA sla-first-responder user group and enables Zabbix calling for the upcoming FR if they have that set by going to Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions] | ||
* Before the handover, the acting FR must ensure that all active incidents are acknowledged (this includes alert emails or opened topics in SRE General, etc...), updated with the latest status, and properly documented. | * Before the handover, the acting FR must ensure that all active incidents are acknowledged (this includes alert emails or opened topics in SRE General, etc...), updated with the latest status, and properly documented. | ||
* 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. | ||