Resolve an incident
Resolve an incident restores the Interface, fixes the cause, and publishes a postmortem with the Change that prevents a repeat.
Trigger
Runs on Incident.created. Part of Incident response, run by the Engineering Team.
Steps
- Acknowledge the Incident and post it to the status page within 5 minutes.
- Restore service, reverting the last Change when it is the cause.
- Fix the cause in a new Change.
- Write the postmortem and link the Change that prevents a repeat.
- Resolve the Incident and update the status page.
Outputs
Example
Lesson booking fails after a deploy. The Incident is on the status page in 3 minutes, the Change reverts, and the postmortem links the fixing Change.