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Incident Handling: Difference between revisions
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* Classify the incident as critical, non-critical, or informational. | * Classify the incident as critical, non-critical, or informational. | ||
* Create an issue and state that you've done so. | * Create an issue and state that you've done so. | ||
== Handover == | |||
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, and enables Zabbix calling for that person | |||
* The upcoming FR makes sure he is aware of the state of the SLA and knows what questions he wants to ask the acting FR | |||
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 Mattermost's organisational channel if asynq). | |||
* If the acting FR wants to hand over responsibility for any ongoing incident he also states which incidents he want the upcoming FR to take over. | |||
* If there are any particularities the upcoming FR needs to be aware of, he shares them then. | |||
* The upcoming FR asks his questions until he is satisfied and able to take over the FR | |||
* The upcoming FR announces/informs that he is now the acting FR over Mattermost's organisational channel | |||
* The now acting FR removes the previous FR from IPA the sla-first-responder user group, and disables Zabbix calling for that person | |||