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Handover: 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 incoming FR or the current FR | * The handover can be initiated by both the incoming FR or the current FR. | ||
* | * The current FR adds the incoming FR to the IPA sla-first-responder user group and enables Zabbix calling for the incoming 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 current 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 current 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 incoming FR makes sure they are aware of the state of the SLA and knows what questions they wants to ask the current FR. | * The incoming FR makes sure they are aware of the state of the SLA and knows what questions they wants to ask the current FR. | ||
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The following steps can be done async or in person: | The following steps can be done async or in person: | ||
* The current FR | * The current FR informs the incoming FR he/she has been added to the sla-first-responder group. If the handover is conducted async, this is done in the [https://chat.dsinternal.net/#narrow/stream/13-Organisational #Organisational] channel. | ||
* If the current FR wants to hand over responsibility for any ongoing incident, they also state which incidents they want the incoming FR to take over. | * If the current FR wants to hand over responsibility for any ongoing incident, they also state which incidents they want the incoming FR to take over. | ||
* The current FR shares with the incoming FR any particularities they should be aware of. | * The current FR shares with the incoming FR any particularities they should be aware of. | ||
* The incoming FR asks their questions until they are satisfied and able to take over the FR | * The incoming FR asks their questions until they are satisfied and able to take over the FR. | ||
* The incoming FR ensures they are subscribed to the following channels on Zulip: [https://chat.dsinternal.net/#narrow/stream/23-SRE---General SRE - General], [https://chat.dsinternal.net/#narrow/stream/24-SRE-.23-Critical SRE # Critical]. | * The incoming FR ensures they are subscribed to the following channels on Zulip: [https://chat.dsinternal.net/#narrow/stream/23-SRE---General SRE - General], [https://chat.dsinternal.net/#narrow/stream/24-SRE-.23-Critical SRE # Critical]. | ||
* If the incoming FR is a member of "The Team", they also subscribe to [https://chat.dsinternal.net/#streams/4/SRE%20##%20Non-critical SRE ## Non-Critical] and [https://chat.dsinternal.net/#streams/5/SRE%20###%20Informational SRE ### Informational]. | * If the incoming FR is a member of "The Team", they also subscribe to [https://chat.dsinternal.net/#streams/4/SRE%20##%20Non-critical SRE ## Non-Critical] and [https://chat.dsinternal.net/#streams/5/SRE%20###%20Informational SRE ### Informational]. | ||
* The incoming FR announces/informs that they are now the current FR over Zulip's [https://chat.dsinternal.net/#narrow/stream/13-Organisational Organisational channel] | * The incoming FR announces/informs that they are now the current FR over Zulip's [https://chat.dsinternal.net/#narrow/stream/13-Organisational Organisational channel]. | ||
* The incoming FR removes the current FR from IPA the sla-first-responder user group. | * The incoming FR removes the current FR from IPA the sla-first-responder user group. | ||
* The incoming FR disables Zabbix calling for the current FR. This is completed through Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions] | * The incoming FR disables Zabbix calling for the current FR. This is completed through Zabbix > Configuration > Actions > [https://status.delftinfra.net/zabbix/actionconf.php?eventsource=0# Trigger actions]. | ||