Incident.io

Understanding Incident.io

What is Incident.io

As per the description on Incident.io’s homepage:

incident.io is an all-in-one incident management platform unifying on-call scheduling, real-time incident response, and integrated status pages – helping teams resolve issues faster and reduce downtime.

How we manage items in Incident.io

We currently manage all Incident.io items within Incident.io itself.

Accessing the Customer Support Operations status page

To access our status page:

1. Navigate to the status page at https://statuspage.incident.io/cust-support-ops/main
2. Enter your work email
   • Note this does require the use of a gitlab.com email address for authentication
3. Check your email inbox
   • Subject should be Log in to Customer Support Operations
4. Click the Log in to Customer Support Operations status page button

Customer Support Operations setup

Components catalog

^{Source: Customer Support Operations components}

These reflect the items that can have incidents or maintenances on them. Think of it as the items within a status page itself.

Due to the extensive list of items contained in this, please see the source link above.

Groups catalog

^{Source: Customer Support Operations groups}

These are items that group together components.

We currently only utilize one group:

• Main

Status page

^{Source: Customer Support Operations Status}

This is our actual status page. It uses the group (and the components within said group).

• Basic settings
  • Basic settings
    • Page title: Customer Support Operations
    • Base URL: https://statuspage.incident.io/cust-support-ops
  • Customization
    • Support URL: none
    • Google Analytics tag: none
    • Privacy policy: none
    • Terms of service: none
• Customer pages
  • Customer pages
    • Customer Support Operations for Main
  • Disabled sub-pages: none
• Page setup
  • Theming
    • Dark mode
    • Date view: Calendar
• Components
  • Component uptimes: Coloured bars and uptime percentage
• Custom domain
  • Custom domain: none

Administrator tasks

Managing component catalogs

Creating a component catalog

As we manage all Incident.io items within Incident.io itself, you will need to create the component catalog in the system itself. To create a component catalog:

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

Editing a component catalog

As we manage all Incident.io items within Incident.io itself, you will need to edit the component catalog in the system itself. To edit a component catalog:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the component catalog to edit
4. Click Edit type at the top-right of the page
5. Make the needed changes
6. Click Save at bottom-right

Adding a component to a component catalog

As we manage all Incident.io items within Incident.io itself, you will need to add the component to the component catalog in the system itself. To to add the component to the component catalog:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the component catalog to add a component to
4. Click Create entry at the top-right of the page
5. Enter the Name of the new component
6. Click Create at bottom-right

Deleting a component catalog

As we manage all Incident.io items within Incident.io itself, you will need to delete the component catalog in the system itself. To delete a component catalog:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click Add a custom type
4. Click the component catalog to delete
5. Click Delete type at the top-right of the page
6. Type the name of the component catalog you are deleting in the text box of the popup modal
7. Click Continue at bottom-right of the popup modal

Managing group catalogs

Creating a group catalog

This is the same process as Creating a component catalog.

Editing a group catalog

This is the same process as Editing a component catalog.

Adding a group to a group catalog

As we manage all Incident.io items within Incident.io itself, you will need to add the group to the group catalog in the system itself. To to add the group to the group catalog:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the component catalog to add a group to
4. Click Create entry at the top-right of the page
5. Enter the Name of the new component
6. Populate the list of components for the group in the Components area
7. Enter an Email domain of gitlab.com
8. Click Create at bottom-right

Adding a component to a group catalog

This is done by Editing a group.

Deleting a group catalog

This is the same process as Deleting a component catalog.

Managing groups

Creating a group

This is done by Adding a group to a group catalog.

Editing a group

As we manage all Incident.io items within Incident.io itself, you will need to edit the group in the system itself. To edit the group:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the catalog the group is within
4. Locate the group to edit in question and click on it
5. Click the pencil icon in the top-right of the right-hand sidebar
6. Make your changes
7. Click Save on the bottom-right of the right-hand sidebar

Deleting a group

As we manage all Incident.io items within Incident.io itself, you will need to delete the group in the system itself. To delete a group:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the catalog the group is within
4. Locate the group to edit in question and click on it
5. Click the trashcan icon in the top-right of the right-hand sidebar
6. Click the Confirm button to confirm the deletion

Managing components

Creating a component

This is done by Adding a component to a component catalog.

Editing a component

As we manage all Incident.io items within Incident.io itself, you will need to edit the component in the system itself. To edit the component:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the catalog the component is within
4. Locate the component to edit in question and click on it
5. Click the pencil icon in the top-right of the right-hand sidebar
6. Make your changes
7. Click Save on the bottom-right of the right-hand sidebar

Deleting a component

As we manage all Incident.io items within Incident.io itself, you will need to delete the component in the system itself. To delete the component:

1. Login to Incident.io (via Okta)
2. Go to Catalog
3. Click the catalog the component is within
4. Locate the component to edit in question and click on it
5. Click the trashcan icon in the top-right of the right-hand sidebar
6. Click the Confirm button to confirm the deletion

Managing status pages

Creating a status page

As we manage all Incident.io items within Incident.io itself, you will need to create the status page in the system itself. To create the status page:

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

Editing a status page

As we manage all Incident.io items within Incident.io itself, you will need to edit the status page in the system itself. To edit the status page:

1. Login to Incident.io (via Okta)
2. Go to Status pages
3. Click the name of the status page to edit
4. Click the Settings tab
5. Make the changes needed for the section you need to change (and click Save to implement the changes)

Adding a component to a status page

This is done by Adding a component to a group catalog.

Deleting a status page

As we manage all Incident.io items within Incident.io itself, you will need to delete the status page in the system itself. To delete the status page:

1. Login to Incident.io (via Okta)
2. Go to Status pages
3. Click the name of the status page to edit
4. Click the Settings tab
5. Scroll to the bottom of the page and click Delete status page
6. Type the name of your status page
7. Click Delete status page

Managing incidents

Creating an incident

To create an incident:

1. Login to Incident.io (via Okta)
2. Navigate to Status pages
3. Click on the status page you want to make an incident on
4. Click Publish incident at the top-right
5. Fill out a meaningful Name
6. Set the Status of the incident
   • Investigating: Report an incident
     • This is normally what you would use as the starting point
   • 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
7. Set a meaningful Message for the incident
   • You should include a link to your incident issue here
8. Set the level of impact on Affected components (the value needed depends on the impact of the incident)
   • 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
9. Click Review incident
10. Review all information for accuracy
11. Click Publish incident

Updating an incident

To update an incident:

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

Managing maintenance

Creating a maintenance event

To create a maintenance event:

1. Login to Incident.io (via Okta)
2. Navigate to Status pages
3. Click on the status page you want to make an incident on
4. Click on Maintenance
5. Click Schedule maintenance at the top-right of the page
6. Fill out a meaningful Name
7. Ensure Automatically update status is checked
8. Set the Impact window (keep in mind it is using local time)
9. Set a meaningful Message
10. 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
11. Click Review
12. Review all information for accuracy
13. Click Publish maintenance

Updating a maintenance event

To update a maintenance event:

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