Create a new incident
---------------------------------------

After the login, the menu bar looks like the following:

.. image:: ../images/menu2.png
   :target: /internal-documentation/_images/menu2.png
   :alt: Menu after login

There is an additional option, which is called “Open new incident”

If you click on it, the following view will appear:

.. image:: ../images/inc1.png
   :target: /internal-documentation/_images/inc1.png
   :alt: Overview New incident



Fields and Options
~~~~~~~~~~~~~~~~~~~~~~



+--------------------------------------+------------------------------------------------------------------------------+
|      Field                           |                                Explanation                                   |
+======================================+==============================================================================+
| Incident title                       | - Enter a valid title for the Incident. In general please differentiate      |
|                                      |   between Incident and Maintenance.                                          |
|                                      | - Example Incident: Service Impact                                           |
|                                      | - Example Maintenance: Scheduled Maintenance                                 |
+--------------------------------------+------------------------------------------------------------------------------+
| Incident Impact                      | You can select:                                                              |
|                                      |                                                                              |
|                                      | - Scheduled Maintenance. See explanation of additional fields here           |
|                                      | - Minor incident                                                             |
|                                      | - Major incident                                                             |
|                                      | - Service Outage                                                             |
+--------------------------------------+------------------------------------------------------------------------------+
| Affected services                    | - select the corresponding affected service(s) for a maintenance or Incident |
|                                      |                                                                              |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+
| Start                                | Enter the start date of the incident                                         |
|                                      |                                                                              |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+





Definitions of minor / major / outage
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~



+--------------------------------------+------------------------------------------------------------------------------+
|      Definition                      |                                Explanation                                   |
+======================================+==============================================================================+
| Minor                                | - is triggered by the metric where the performance or the successrate        |
|                                      |   decreased under the defined theresold                                      |
|                                      |                                                                              |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+
| Incident Impact                      | - all API requests within a specific time frame are invalid due to timeout   |
|                                      |   or error resonse codes.                                                    |
|                                      |                                                                              |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+
| Outage                               | - Triggered by SDMoD manually as a service outage                            |
|                                      | - will never be triggered by the system automatically                        |
|                                      | - is the only definition which do have impact to the                         |
|                                      |   `availability <https://status.otc-service.com/availability>`               |
+--------------------------------------+------------------------------------------------------------------------------+


Explanation of additional fields and options for Incident Impact “Scheduled Maintenance”
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

For a maintenance, the view looks like as follows:

.. image:: ../images/inc2.png
   :target: /internal-documentation/_images/inc2.png
   :alt: New Incident - details

In addition to the ones explained above, you have the following fields:

+--------------------------------------+------------------------------------------------------------------------------+
|      Definition                      |                                Explanation                                   |
+======================================+==============================================================================+
| Maintenance Description              | - Describe the reason and the impact of the maintenance. The following       |
|                                      |   sentence will be added  automatically:   *“In case of issues afterwards,   |
|                                      |   please contact the Open Telekom Cloud Service Desk.”*                      |
|                                      |                                                                              |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+
| End                                  | - End date of the maintenance. The Start field describes the start date      |
|                                      |   of the maintenance. **Please note:** the time zone in the frontend         |
|                                      |   will be detected from the browser.                                         |
|                                      |                                                                              |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+

How to adjust a minor/major incident or an outage?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

An incident will look like as follows:

.. image:: ../images/public_inc1.png
   :target: /internal-documentation/_images/public_inc1.png
   :alt: published Incident

By clicking the title (in the example above “Service Impact on ECS”, you can edit/update the incident. The view will look like as follows:

.. image:: ../images/inc3.png
   :target: /internal-documentation/_images/inc3.png
   :alt: Adjust Incident


The adjustable options are:

+--------------------------------------+------------------------------------------------------------------------------+
|      Definition                      |                                Explanation                                   |
+======================================+==============================================================================+
| Incident Title                       | - You can adjust the title – if needed                                       |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+
| Incident Impact                      | You can raise or lower the Impact. Options are:                              |
|                                      | - Minor incident (i.e., performance impact)                                  |
|                                      | - Major incident                                                             |
|                                      | - Service outage: the published box in the frontend will be displayed in red |
+--------------------------------------+------------------------------------------------------------------------------+
| Update messgae                       | - Update the Incident with the latest status/information                     |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+
| Update status                        | The options are:                                                             |
|                                      | - Analyzing incident (problem not known yet)                                 |
|                                      | - Fixing incident (problem identified, working on fix)                       |
|                                      | - Observing fix (fix deployed, watching recovery)                            |
|                                      | - Incident resolved (service is fully available. Done)                       |
+--------------------------------------+------------------------------------------------------------------------------+
| Next update by                       | - Date when the next update will be provided                                 |
|                                      |                                                                              |
+--------------------------------------+------------------------------------------------------------------------------+


Can an already closed incident re-opened?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Yes. It doesn´t matter if the incident was triggered automatically by the dashboard or created manually. In both cases, the incident can be adjusted.
Go to the Menu, Event History and select the corresponding Incident.


.. image:: ../images/inc4.png
   :target: /internal-documentation/_images/inc4.png
   :alt: Adjust Incident


You can update by following options:

  - Incident reopened (resolved incident has been reopened)
  - Incident changed: (end date has been changed)


Incident reopened (resolved incident has been reopened)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

In case an issue will come back, for example, you can reopen the incident. 

The Message will also be back on status dashboard and look like as follows:

.. image:: ../images/inc5.png
   :target: /internal-documentation/_images/inc5.png
   :alt: Reopen Incident

Incident changed: (end date has been changed)  
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

In case a minor or major issue occured and was triggered by the system, the end date can be adjusted accordingly to the correct time.
**Example:** A minor incident occured during the night and the SDMoD do take care of it during the next business hours, the end date can be adjusted accordingly.

.. image:: ../images/inc6.png
   :target: /internal-documentation/_images/inc6.png
   :alt: Adjust end date of an inc

This will also be mentioned in the change log of the incident publicly:

.. image:: ../images/inc_change.png
   :target: /internal-documentation/_images/inc_change.png
   :alt: Changelog Incident
