diff options
Diffstat (limited to 'doc/operations/incident_management/incidents.md')
| -rw-r--r-- | doc/operations/incident_management/incidents.md | 64 |
1 files changed, 41 insertions, 23 deletions
diff --git a/doc/operations/incident_management/incidents.md b/doc/operations/incident_management/incidents.md index 3d85fa0ebd8..13a755bbb6f 100644 --- a/doc/operations/incident_management/incidents.md +++ b/doc/operations/incident_management/incidents.md @@ -6,7 +6,9 @@ info: To determine the technical writer assigned to the Stage/Group associated w # Incidents -Incidents are critical entities in incident management workflows. They represent a service disruption or outage that needs to be restored urgently. GitLab provides tools for the triage, response, and remediation of incidents. +Incidents are critical entities in incident management workflows. They represent +a service disruption or outage that needs to be restored urgently. GitLab provides +tools for the triage, response, and remediation of incidents. ## Incident Creation @@ -14,7 +16,8 @@ You can create an incident manually or automatically. ### Create incidents manually -If you have at least Guest [permissions](../../user/permissions.md), to create an Incident, you have two options to do this manually. +If you have at least Guest [permissions](../../user/permissions.md), to create an +Incident, you have two options to do this manually. **From the Incidents List:** @@ -24,7 +27,7 @@ If you have at least Guest [permissions](../../user/permissions.md), to create a - Create a new issue using the `incident` template available when creating it. - Create a new issue and assign the `incident` label to it. - + **From the Issues List:** @@ -34,7 +37,7 @@ If you have at least Guest [permissions](../../user/permissions.md), to create a - Create a new issue using the `type` drop-down and select `Incident`. - The page refreshes and the page only displays fields relevant to Incidents. - + ### Create incidents automatically @@ -43,17 +46,17 @@ If you have at least Guest [permissions](../../user/permissions.md), to create a With Maintainer or higher [permissions](../../user/permissions.md), you can enable GitLab to create incident automatically whenever an alert is triggered: -1. Navigate to **Settings > Operations > Incidents** and expand - **Incidents**: +1. Navigate to **Settings > Operations > Incidents** and expand **Incidents**: -  +  -1. Check the **Create an incident** - checkbox. -1. To customize the incident, select an [issue templates](../../user/project/description_templates.md#creating-issue-templates). +1. Check the **Create an incident** checkbox. +1. To customize the incident, select an + [issue template](../../user/project/description_templates.md#creating-issue-templates). 1. To send [an email notification](alert_notifications.md#email-notifications) to users with [Developer permissions](../../user/permissions.md), select - **Send a separate email notification to Developers**. Email notifications will also be sent to users with **Maintainer** and **Owner** permissions. + **Send a separate email notification to Developers**. Email notifications are + also sent to users with **Maintainer** and **Owner** permissions. 1. Click **Save changes**. ### Create incidents via the PagerDuty webhook @@ -68,7 +71,7 @@ in both PagerDuty and GitLab: 1. Navigate to **Settings > Operations > Incidents** and expand **Incidents**. 1. Select the **PagerDuty integration** tab: -  +  1. Activate the integration, and save the changes in GitLab. 1. Copy the value of **Webhook URL** for use in a later step. @@ -167,7 +170,7 @@ tab, the incident must have been created with a linked alert. Incidents created automatically from alerts have this field populated. - + ### Timeline view @@ -177,32 +180,47 @@ To quickly see the latest updates on an incident, click **{comments}** **Turn timeline view on** in the comment bar to display comments un-threaded and ordered chronologically, newest to oldest: - + ### Service Level Agreement countdown timer > [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/241663) in [GitLab Premium](https://about.gitlab.com/pricing/) 13.5. -After enabling **Incident SLA** in the Incident Management configuration, newly-created -incidents display a SLA (Service Level Agreement) timer showing the time remaining before -the SLA period expires. If the incident is not closed before the SLA period ends, GitLab -adds a `missed::SLA` label to the incident. +You can enable the Service Level Agreement Countdown timer on incidents to track +the Service Level Agreements (SLAs) you hold with your customers. The timer is +automatically started when the incident is created, and shows the time +remaining before the SLA period expires. To configure the timer: + +1. Navigate to **Settings > Operations**. +1. Scroll to **Incidents** and click **Expand**, then select the + **Incident settings** tab. +1. Select **Activate "time to SLA" countdown timer**. +1. Set a time limit in increments of 15 minutes. +1. Click **Save changes**. + +After you enable the SLA countdown timer, the **Time to SLA** attribute is displayed +as a column in the Incidents List, and as a field on newly created Incidents. If +the incident isn't closed before the SLA period ends, GitLab adds a `missed::SLA` +label to the incident. ## Incident Actions -There are different actions avilable to help triage and respond to incidents. +There are different actions available to help triage and respond to incidents. ### Assign incidents -Assign incidents to users that are actively responding. Select **Edit** in the right-hand side bar to select or deselect assignees. +Assign incidents to users that are actively responding. Select **Edit** in the +right-hand side bar to select or deselect assignees. ### Change severity -See [Incident List](#incident-list) for a full description of the severities available. Select **Edit** in the right-hand side bar to change the severity of an incident. +See [Incident List](#incident-list) for a full description of the severity levels available. +Select **Edit** in the right-hand side bar to change the severity of an incident. -### Add a to do +### Add a to-do item -Add a to-do for incidents that you want to track in your to-do list. Clicke the **Add a to do** button at the top of the right-hand side bar to add a to do. +Add a to-do for incidents that you want to track in your to-do list. Click the +**Add a to do** button at the top of the right-hand side bar to add a to-do item. ### Manage incidents from Slack |