Incident Management Process (draft)

Establish who are the affected users and stakeholders

• A starting input for this list can be the list of stakeholders here: Service Catalogue

Communicate information about the incident to the affected users and stakeholders

• Do this before taking any other action

The relevant team members should look into the issue

• First priority is to restore service

Create an Incident Report

• Start with one of the previous Incident Reports as a template: Incidents
• Save the new Incident Report here as a new child page
• Add the incident page to the Index table at the bottom of the page
• Basic information:
  • Timeline (how/when it was identified, when service was restored, etc)
  • Other information
  • Optional future mitigations
• If it's taking a long time to resolve the issue we must update the users every 3-4 hours, Linda Ness can probably help/advise with this.

Index

Severity

•  Complete service outage
• Partial service degradation
•  Virtually no user impact

Data Loss

•  Data has been lost
•  No data was lost

Service	Start Date	End Date	Severity	Data Loss	Incident Page
WordPress	13 Feb 2018	13 Feb 2018			Production wordpress site outage 2018-02-13
WordPress	22 Feb 2018	22 Feb 2018			Production wordpress site outage 2018-02-22
WordPress	25 Mar 2018	25 Mar 2018			Production wordpress site outage 2018-03-25
Dashboard	18 Jun 2018	20 Jun 2018			Production Dashboard Outage 2018-06-18
Staff IDP	03 Aug 2018	03 Aug 2016			Production Staff IDP & BoD Service Outage 2018-08-03
Sympa	03 Aug 2018	06 Aug 2018			Production Sympa Service Outage 2018-08-03
Dashboard	11 Jul 2018	12 Jul 2018			Production Dashboard Outage 2018-07-11
DNS	27 Feb 2019	27 Feb 2019			DNS Outage 2019-02-27
SharePoint	07 Feb 2019	07 Feb 2019			SharePoint Outage 2019-02-07
Dashboard	16 Jul 2019	17 Jul 2019			Production Dashboard Outage 2019-07-16
Dashboard	28 Jul 2019	28 Jul 2019			Production Dashboard Outage 2019-07-27
SharePoint	08 Jan 2020	08 Jan 2020			SharePoint Outage 2020-01-08
SharePoint	17 Jan 2020	17 Jan 2020			RSS Feed in Jobs page Geant.org was down - 17/01/2020
BRIAN	27 Jan 2020	27 Jan 2020			Brian Outage 2020-01-26
Cacti	06 Mar 2020	10 Mar 2020			Cacti production incident - 06-03-2020
Cacti	22 Jul 2020	29 Jul 2020			Cacti Production Instance - July 2020
HAProxy	17 Apr 2021	17 Apr 2021			Haproxy Outage 2021-03-17
ProxySQL	10 Jul 2021	12 Jul 2021			ProxySQL Outage 2021-07-12
EMS	12 Mar 2022	14 Mar 2022			EMS - 2022-03-14 - Service Outage
EMS/DNS	20 Apr 2022	20 Apr 2022			EMS - 2022-04-20 - Service Degradation