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Incident response/Lightweight report template: Difference between revisions

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imported>Krinkle
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== Summary and Metadata ==
== Summary ==
The metadata is aimed at helping provide a quick snapshot of context around what happened during the incident.
{{Incident scorecard
{| class="wikitable"
| task =
|'''Incident ID'''
| paged-num =
|datestamp + brief component format
| responders-num =
|'''UTC Start Timestamp:'''
| coordinators =
|YYYY-MM-DD hh:mm:ss
| start =
|-
| end =
|'''Incident Task'''
}}
|Phabricator Link
<!-- Reminder: No private information on this page! -->
|'''UTC End Timestamp'''
|YYYY-MM-DD hh:mm:ss
|-
|'''People Paged'''
|<amount of people>
|'''Responder Count'''
|<amount of people>
|-
|'''Coordinator(s)'''
|Names - Emails
|'''Relevant Metrics / SLO(s) affected'''
|Relevant metrics


% error budget
'''Documentation''':
|-
|'''Summary:'''
| colspan="3" |<mark>What happened, in one paragraph or less. Avoid assuming deep knowledge of the systems here, and try to differentiate between proximate causes and root causes.</mark><!--Reminder: No private information on this page!-->'''Impact''': <mark>Who was affected and how? In one paragraph or less.  For user-facing outages: Estimate how many queries were lost, which regions were affected, or which types of clients (editors? readers? bots?), etc.  Do not assume the reader knows what your service is or who uses it.</mark>
|}'''Documentation''':
* <mark>Todo (Link to relevant source code, graphs, or logs)</mark>
* <mark>Todo (Link to relevant source code, graphs, or logs)</mark>


= Scorecard =
==Actionables==
<mark>Create a list of action items that will help prevent this from happening again as much as possible. Link to or create a Phabricator task for every step.</mark>
 
* <mark>To do #1 (TODO: Create task)</mark>
*<mark>To do #2 (TODO: Create task)</mark>
 
<mark>TODO: Add the [[phab:project/view/4758/|#Sustainability (Incident Followup)]] and the [[phab:project/profile/4626/|#SRE-OnFIRE (Pending Review & Scorecard)]] Phabricator tag to these tasks.</mark>
 
==Scorecard==
 
{| class="wikitable"
{| class="wikitable"
| colspan="2" |'''Incident Engagement™  ScoreCard'''
|+[[Incident Scorecard|Incident Engagement™  ScoreCard]]
|'''Score'''
!Rubric
!Question
!Score
|-
|-
| rowspan="5" |'''People'''
! rowspan="5" |People
|Were the people responding to this incident sufficiently different than the previous N incidents? (0/5pt)
|Were the people responding to this incident sufficiently different than the previous N incidents? (0/5pt)
|
|
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|
|
|-
|-
|Were pages routed to the correct sub-team(s)?
| Were pages routed to the correct sub-team(s)?  
|
|
|-
|-
|Were pages routed to online (working hours) engineers (0/5pt)? (score 0 if people were paged after-hours)
|Were pages routed to online (working hours) engineers (0/5pt)? (score 0 if people were paged after-hours)  
|
|
|-
|-
| rowspan="6" |'''Process'''
! rowspan="6" |Process
|Was the incident status section actively updated during the incident? (0/1pt)
|Was the incident status section actively updated during the incident? (0/1pt)
|
|
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|
|
|-
|-
|Are the documented action items assigned?  (0/1pt)
|Are the documented action items assigned? (0/1pt)
|
|
|-
|-
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|
|
|-
|-
| rowspan="4" |'''Tooling'''
! rowspan="4" |Tooling
|Did the people responding have trouble communicating effectively during the incident due to the existing or lack of tooling? (0/5pt)
|Did the people responding have trouble communicating effectively during the incident due to the existing or lack of tooling? (0/5pt)
|
|
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|
|
|-
|-
|Were all engineering tools required available and in service? (0/5pt)  
|Were all engineering tools required available and in service? (0/5pt)
|
|
|-
|-
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|
|
|-
|-
| colspan="2" |'''Total Score'''
! colspan="2" align="right" |Total score
|
|
|}
|}
== Actionables ==
<mark>Create a list of action items that will help prevent this from happening again as much as possible. Link to or create a Phabricator task for every step.</mark>
* <mark>To do #1 (TODO: Create task)</mark>
* <mark>To do #2 (TODO: Create task)</mark>
<mark>TODO: Add the [[phab:project/view/4758/|#Sustainability (Incident Followup)]] and the [[phab:project/profile/4626/|#SRE-OnFIRE (Pending Review & Scorecard)]] Phabricator tag to these tasks.</mark>

Revision as of 00:09, 4 February 2022

document status: draft

Summary

Incident metadata (see Incident Scorecard)
Incident ID Lightweight report template Start YYYY-MM-DD hh:mm:ss
Task End YYYY-MM-DD hh:mm:ss
People paged Responder count
Coordinators Affected metrics/SLOs
Impact Who was affected and how? For user-facing outages: Estimate how many queries were lost, which regions were affected, or which types of clients (editors? readers? bots?), etc. Do not assume the reader knows what your service is or who uses it.

Documentation:

  • Todo (Link to relevant source code, graphs, or logs)

Actionables

Create a list of action items that will help prevent this from happening again as much as possible. Link to or create a Phabricator task for every step.

  • To do #1 (TODO: Create task)
  • To do #2 (TODO: Create task)

TODO: Add the #Sustainability (Incident Followup) and the #SRE-OnFIRE (Pending Review & Scorecard) Phabricator tag to these tasks.

Scorecard

Incident Engagement™ ScoreCard
Rubric Question Score
People Were the people responding to this incident sufficiently different than the previous N incidents? (0/5pt)
Were the people who responded prepared enough to respond effectively (0/5pt)
Did fewer than 5 people get paged (0/5pt)?
Were pages routed to the correct sub-team(s)?
Were pages routed to online (working hours) engineers (0/5pt)? (score 0 if people were paged after-hours)
Process Was the incident status section actively updated during the incident? (0/1pt)
If this was a major outage noticed by the community, was the public status page updated? If the issue was internal, was the rest of the organization updated with relevant incident statuses? (0/1pt)
Is there a phabricator task for the incident? (0/1pt)
Are the documented action items assigned? (0/1pt)
Is this a repeat of an earlier incident (-1 per prev occurrence)
Is there an open task that would prevent this incident / make mitigation easier if implemented? (0/-1p per task)
Tooling Did the people responding have trouble communicating effectively during the incident due to the existing or lack of tooling? (0/5pt)
Did existing monitoring notify the initial responders? (1pt)
Were all engineering tools required available and in service? (0/5pt)
Was there a runbook for all known issues present? (0/5pt)
Total score