Communicating with teams using Runbook steps

This article lists best practices for using Runbook steps to communicate with your customer-facing teams.

Runbook step: Assign a team (Assign CS team for communication)

This brings the CS team into the incident channel so they have full visibility into what's happening with the incident.

Email subject "A New Customer Facing Incident has been Opened"

Message template {{ incident.customer_impact }}

Add appropriate CS slack channels

Sample message: "A new {{incident.severity }} has been opened, customers are currently impacted in this way: {{ incident.customer_impact }}"

Add appropriate CS slack channels

Sample message: There is a new update to {{ incident.name }}{{ incident.last_update }}.

Note: Conditions and Scheduling>Rules>Time since last incident note less than or equal to 5m, repeats every 5m

Sample message: "Please provide an update to the external status of this incident.

Review your messaging with the incident commander {{incident.incident_roles[0].name }}"

Email Subject: "A New Update has been posted to {{ incident.name }},

Message template: "Here is the update:... "

Note: Conditions and Scheduling > Rules > Time since last incident note less than or equal to 5m, repeats every 5m

Details: Provide final updates to status page and collect your notes for a retrospective,

Conditions & Scheduling>Rules> Current Milestone is Resolved

This notifies the existing CS channel(s) that the incident has been resolved.

Email Subject "Incident is resolved"

Note: Conditions & Scheduling > Rules > Current Milestone is Resolved