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Incident Handling: Difference between revisions
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=== Acknowledging === | === Acknowledging === | ||
Fully acknowledging a non-critical incident requires the following tasks to have been completed: | Fully acknowledging a non-critical incident requires the following tasks to have been completed: | ||
* Acknowledging the incident on Zabbix | * Acknowledging the incident on Zabbix, which means you take responsibility of completing the steps listed below. | ||
* Add the non-critical incident as a milestone in the metrics sheet | |||
The next steps don't have to be done immediatly, as they have dependencies, but be started and scheduled for completion the next work day. | |||
Check if there's already a uncompleted milestone for this host with this issue in the metrics sheet. | |||
If a milestone is already present: | |||
* Report in the topic the Lynx project ID for resolving this issue. | |||
If a milestone is NOT already present: | |||
* Add the non-critical incident as a milestone in the metrics sheet, following the naming convention | |||
** Start date is the date of the incident | ** Start date is the date of the incident | ||
** DoD states what needs to be true for the non-critical incident to be consider resolved | ** DoD states what needs to be true for the non-critical incident to be consider resolved | ||
* Add the non-critical incident to Lynx as a project | * Add the non-critical incident to Lynx as a project | ||
** Follow the naming convention below for the title & project ID | |||
** Tasks need to be added | ** Tasks need to be added | ||
** Final tasks needs to have the SLO deadline set as 'contraint' | ** Final tasks needs to have the SLO deadline set as 'contraint' | ||
** Project priority is set to 20 | ** Project priority is set to 99 while not estimated yet. After the estimation is done, the priority should be set to 20 | ||
** The tasks are estimated for SP | ** The tasks are estimated for SP | ||
* The Lynx project ID is reported in the non-critical incident's topic on Zulip | * The Lynx project ID is reported in the non-critical incident's topic on Zulip, and logged in the metrics sheet | ||
* A Kimai activity is created in Kimai for the non-critical incident | * A Kimai activity is created in Kimai for the non-critical incident, following the naming convetion | ||
==== Naming convention ==== | |||
* Kimai activity name needs to follow the pattern: '<YYYY-MM> <problem_title>'. For <problem_title>, incorporate the trigger title and hostname for clarity. | |||
* Milestone name needs to follow the pattern: 'Delft Solutions Hosting Incident response work <kimai_activity_name>' | |||
* Lynx project name needs to follow the pattern: 'Delft Solutions Hosting Incident response work <kimai_activity_name>' | |||
* Lynx project ID needs to follow the pattern: 'SRE<YYMM><XXX>', where <XXX> is some three letter shorthand that relates to the problem/host | |||
== Informational incidents == | == Informational incidents == | ||