incident.io

Working with incidents

Creating an incident

To create an incident:

1. Navigate to Status pages
2. Click on the status page you want to make an incident on
3. Click Publish incident at the top-right
4. Fill out a meaningful Name
5. Set the Status of the incident
   • Investigating: Report an incident
   • Identified: Problem has been determined and a fix is being made
   • Monitoring: Fix is implemented and we are monitoring the situation
   • Resolved: Everything is good to go
6. Set a meaningful Message for the incident
7. Set the level of impact on Affected components
   • No impact: The incident does not impact this component
   • Degraded performance: The component is working but at lower than standard performance levels
   • Partial outage: Significant parts of the component are not working
   • Full outage: The component is hard down
8. Click Review incident
9. Review all information for accuracy
10. Click Publish incident
11. Publishing an update to an incident (including resolving it)

Updating an incident

To update an incident (including resolving it):

1. Navigate to Status pages
2. Click on the status page the incident is on
3. Click on the incident in question
4. Click the top-right status bar (says what the current status is)
5. Select the new Status
6. Enter a meaningful message
7. Click Review update
8. Review all information for accuracy
9. Click Publish update

Deleting an incident

To delete an incident:

1. Navigate to Status pages
2. Click on the status page the incident is on
3. Click on the incident in question
4. Click the ... at the top-right of the page
5. Click Delete status page incident
6. Click Delete incident

Working with maintenance

Scheduling maintenance

To create (schedule) maintenance:

1. Navigate to Status pages
2. Click on the status page you want to make an incident on
3. Click on Maintenance
4. Click Schedule maintenance at the top-right of the page
5. Fill out a meaningful Name
6. Ensure Automatically update status is checked
7. Set the Impact window (keep in mind it is using local time)
8. Set a meaningful Message
9. Set the level of impact on Affected components
   • No impact: The maintenance does not impact this component
   • Under maintenance: The maintenance does impact this component
10. Click Review
11. Review all information for accuracy
12. Click Publish maintenance

Updating maintenance

To update maintenance:

1. Navigate to Status pages
2. Click on the status page you want to make an incident on
3. Click on Maintenance
4. Click the maintenance in question
5. Click the top-right status bar (says what the current status is)
6. Select the new Status
7. Enter a meaningful message
8. Click Review update
9. Review all information for accuracy
10. Click Publish update

Deleting maintenance

To delete maintenance:

1. Navigate to Status pages
2. Click on the status page you want to make an incident on
3. Click on Maintenance
4. Click the maintenance in question
5. Click the ... at the top-right of the page
6. Click Delete status page incident
7. Click Delete incident

Our Setup

Components catalog

Source: Customer Support Operations components

This contains all the pieces we would report outages on. The steps to create it were as follows:

1. Go to Catalog
2. Click Add a custom type
3. Enter a Name
4. Enter a Description
5. Under Categories click + Services
6. Ensure Are entries of this type ranked? checkbox is checked
7. Ensure Reference entries by name checkbox is checked
8. Click Save at bottom-right

Once created, components are added via the following steps:

1. Go to Catalog
2. Click the catalog to add components to
3. Click Create entry at the top-right
4. Enter a Name
5. Click Create at the bottom-right
6. Repeat as needed

Groups catalog

Source: Customer Support Operations groups

This contains all the groups we would use (we only use one currently). The steps to create it were as follows:

1. Go to Catalog
2. Click Add a custom type
3. Enter a Name
4. Enter a Description
5. Under Categories click + Services
6. Ensure Are entries of this type ranked? checkbox is checked
7. Ensure Reference entries by name checkbox is checked
8. Click Save at bottom-right

Once created, groups are added via the following steps:

1. Go to Catalog
2. Click the catalog to add groups to
3. Click Create entry at the top-right
4. Enter a Name
5. Select all components applicable
6. Enter gitlab.com for the Email domains
7. Click Create at the bottom-right
8. Repeat as needed

Status page

Live at https://statuspage.incident.io/cust-support-ops/main (requires use of gitlab.com email address for authentication)

Source: Customer Support Operations Status  This is the actual status page. The steps to create it were as follows:

1. Go to Status pages
2. Click Create customer page
3. Enter a Page title
4. Enter Status page URL (if you want to change the auto-generated one)
5. Under Customer pages
   • Click Use an existing catalog type
   • Set Which catalog type defines the customers you'd like to create? to the Groups catalog created previously
   • Set Which catalog attribute represents your components? to Components
   • Set Which catalog attribute represents allowed email domains? to Email domains
6. Under Pages
   • Set the Page name
   • Set the URL
7. Under Page setup
   • Set Theming to Dark mode
   • Select a Company logo (if desired)
   • Select a Favicon (if desired)
8. Click Create status page at the bottom-right of the page