Incident response/Lightweight report template

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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.

Summary of what happened, in one or two paragraphs. Avoid assuming deep knowledge of the systems here, and try to differentiate between proximate causes and root causes.

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
Question Score Notes
People Were the people responding to this incident sufficiently different than the previous five incidents? (score 1 for yes, 0 for no)
Were the people who responded prepared enough to respond effectively (score 1 for yes, 0 for no)
Were more than 5 people paged? (score 0 for yes, 1 for no)
Were pages routed to the correct sub-team(s)? (score 1 for yes, 0 for no)
Were pages routed to online (business hours) engineers? (score 1 for yes,  0 if people were paged after business hours)
Process Was the incident status section actively updated during the incident? (score 1 for yes, 0 for no)
Was the public status page updated? (score 1 for yes, 0 for no)
Is there a phabricator task for the incident? (score 1 for yes, 0 for no)
Are the documented action items assigned?  (score 1 for yes, 0 for no)
Is this a repeat of an earlier incident (score 0 for yes, 1 for no)
Tooling Was there, before the incident occurred, open tasks that would prevent this incident / make mitigation easier if implemented? (score 0 for yes, 1 for no)
Were the people responding able to communicate effectively during the incident with the existing tooling? (score 1 for yes, 0 or no)
Did existing monitoring notify the initial responders? (score 1 for yes, 0 for no)
Were all engineering tools required available and in service? (score 1 for yes, 0 for no)
Was there a runbook for all known issues present? (score 1 for yes, 0 for no)
Total score