How to report Incidents for SRE and FC team

An Incident can be an error/issue with a client website, it may be an expiry of an SSL certificate or if the site is down and cannot be accessed.

For creating a new incident, go to Incident Doctype and create a new document. While creating a new incident, you need to fill in the mandatory fields.

• Subject: The Subject of the Incident, what is the error that you're getting while accessing a site or what is the error the client is receiving.
• Status: The current status of the Incident. Open if you're reporting a new incident.
• Hosted On: Select where the Site is hosted, it can be on Central, FC or Self Hosted
• Site URL: The URL of the site which is currently down/have trouble accessing
• Incident Type: The Date-time when the incident started to be seen.
• Type of Incident: Linked to the Incident Type DocType. You can select one which you think is the cause of the incident.
• Incident Details: Give more details(if you have any) regarding the incident. This will help the team narrow down why the incident happened and can help in resolving it faster

Notifications

You can toggle the checkboxes at the last section of the Incident Reporting Form to send/not send notifications via Telegram, Email and SMS. These will have defaulted to true/checked.

The FC team members will be notified for sites hosted on Frappe Cloud and the SRE team will be notified for sites on Central or if the site is Self Hosted. These team specific notifications will be via SMS and Email. Telegram notifications will be sent to the Sales/Support group.

Extras

If you want to reference another doctype, say an Issue with the incident, you can select Issue in the Reference doctype with the specific docname.

The Acknowledged By, Resolved By, Resolution Time, Resolution Details and Severity will be filled by the concerned team/team-member working on resolving the Incident.