Incident Management
Incident
Any event that leads to financial or operational loss to Frappe Technologies or its Customers or partners can be defined as an Incident.
Table below defines some valid Incidents and their severity
| Incidents | Severity |
|---|---|
| Site is down(Internal Server Error) | Critical |
| 502 Gateway Error | Critical |
| Primary Server down | Critical |
| Replica server down | Moderate |
| SSL certificate expired | Moderate |
Few examples of Invalid incidents for which incident form need not be filled and can be informed directly in the offical Telegram group:
- Site is down (while upgradation or in maintenance mode)
- Unable to login as admin
- Encryption key is invalid or missing
- Site is very slow (Edge case scenario)
- SSL certificates expired for Frappe assets
Acknowledging an Incident
Acknowledging an incident is the same as assigning a Team Member to look into the incident and resolve the issue.
Acknowledgement can be only made by the users in the Incident Team Member DocType. Acknowledgements can be assigned via Telegram or Email or navigating to the Incident DocType in frappe.io. Team members can assign/acknowledge an incident for themselves via Telegram or Email or Team Members can assign another team member from frappe.io also if acknowledgement is made, the status will be changed to "Working".
Via Telegram
Team Members can acknowledge an incident directly from Telegram with InlineButtons provided with the message when an incident is reported.
If any team member clicks on the "I'll Fix it" inline button, they will be assigned the incident and the status will be changed to Working and once the acknowledgement is received, the message will be edited with the updated details
Via Email
Team members can acknowledge an Incidentdirectly from email too. Emails will only be sent to the respective team members and in the email, there will be a button for acknowledging the Incident,
Clicking on the "Click here to Acknowledge Button" will take you to an endpoint where you'll be assigned the incident.
Via frappe.io
You can navigate to the incident list, select the Docname and assign a team member from the dropdown list of incident team members. You will also have to change the status to Working
On Resolving an Incident
If the Incident is resolved/status is changed to Closed, the form will auto-fill the Resolved By and Resolution Time fields from the Acknowledged By field and current date-time respectively. On resolving the incident, a new Telegram Message and Email will be sent to the Group and the Teams handling the issue respectively.
Telegram Message on Resolution:
Email on Resolution:
