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Table of contents

Incidents

Write an incident report

This page is for reference only. Use the incident report template on Google Drive when drafting the report.

Incident report checklist:

  • Ensure you make a copy of this document and edit the copy.
  • Read the guidance for what to do if you are comms lead.
  • Share this report with the GOV.UK Incident Google mailing list as soon as possible.
  • Make it clear that it’s a draft version.
  • Include as much information as possible and a draft root cause ahead of the review.  
  • Ensure this document is viewable to anyone with a GDS email account.

Incident report

Start Date YYYY-MM-DD
End Date YYYY-MM-DD
Start Time HH:MM (local time)
End Time HH:MM (local time)
Application / process
Priority Was it a P1, P2, or P3 incident? 
Incident lead 2nd line primary engineer or a senior developer
Comms lead 2nd line secondary engineer

Overview

[Provide a summary here]

User impact

[Detail of the specific front-end user impact]

Departmental impact

[Detail of the specific departmental/publisher impact]

Timeline All times in local time, unless otherwise stated.

Time Description
HH:MM
Total duration of incident (time from when problem started to incident marked as resolved)
Time to fix (time from when incident declared to marked as resolved)

Incident Review

Date:

Time:

Attendance:

Root cause

Use this section to summarise the root cause of the incident. A draft root cause should be included, and discussed and agreed upon during the incident review. This root cause should be written for a non-technical audience.   Please also include the root cause category:

  • Unexpected effect of code change
  • Infrastructure failure (disk space, logging etc)
  • Provider failure (hardware, network failure etc
  • Security

Actions

Use this section to assign actions to individuals (not teams). These are actions to be taken to fix the root cause of the issue or for preventative measures.

  • Standing actions

  • Does it need a blogpost? (P1 or P2; P3 if interesting).

  • Present a summary of the incident at GOV.UK technologists fortnightly to share learning. Recommendations

  • Recommendations

This page was last reviewed on 11 November 2019. It needs to be reviewed again on 11 February 2020 by the page owner @nila.patel .
This page was set to be reviewed before 11 February 2020 by the page owner @nila.patel. This might mean the content is out of date.