Auto-Adding Services Related To Functionality

As your team grows in size, you may occasionally find that the person declaring an incident does not know which specific service is involved, but does know what end-user functionality is impacted. With this Runbook step, all services related to a functionality are automatically added to an incident, giving you assurance that the right teams and services will be associated with your incident no matter what.

Note: Before getting started, make sure you have functionalities and services added in FireHydrant. To learn more about these features, see our article on Service Catalog Management.

Adding the Runbook Step

To add the Runbook step:

1. From the FireHydrant left nav, click Runbooks.
2. Either click into an existing Runbook or click Create New.
3. From inside the Runbook, scroll down to Available Steps.
4. Within Available Steps , find Auto-Add Services Related To Functionality and click Add. This adds the step to the Runbook.
5. Scroll down to the bottom of the section and click Save edits.

Activating the Runbook Step

How and when this Runbook step is activated depends on the condition rules you set for it. In this example, we use default execution of the Runbook step. 

When you declare an incident, you can add functionality to it. When an incident is declared with attached functionality, the Runbook step automatically adds services to the incident that are related to that particular functionality. Services are added with the same impact as the functionality; this means if the functionality is added to an incident with a status as degraded , then the three related services will also be added to the incident as degraded.

Extending this functionality

If a service related to a functionality is brought in to an incident (by way of a Runbook step at the time of declaration) and has automatic alerting turned on, the default escalation policy of the linked service will be paged.For more information on how to turn on automatic alerting for services, see Automatically sending alerts to service teams.