In this onboarding tutorial, we'll go over how to configure severities and assign severities to an incident based off of rules that you define.
You can start by navigating over to your Severities page by clicking the following within the FH UI navigation: Organization > Severities, or clicking here. If you do not have permissions to access the Organization tab, you'll need to reach out to your admin.
From the Severities page, you'll be able to easily create, edit, or delete severities from the "Created Severities" section. By default, FireHydrant includes the following severities: SEV1 - SEV5 (SEV1 being worst case), GAMEDAY (internal role play), MAINTENANCE, and UNSET.
Have you ever experienced a time when someone in your company had marked an incident as "highly critical", and when it was investigated, it turned out to be a simple bug? The severity matrix will help by letting engineers define what severity levels different variants of customer impacts and/or functionality conditions will trigger. Let's take a look at how this is implemented.
From here you can see two columns: "Impact", which describes the customer impact and "Condition", which describes the current degradation state of the incident. FireHydrant comes with some options by default, but you'll be able to configure both impacts and conditions as you'd like.
There are 3 types of impact that can be added:
FireHydrant comes with 4 conditions by default. Again, these can be customized however you'd like:
- Unavailable: complete functionality loss
- Degraded: something isn't working quite right and isn't fully unavailable
- Bug: no critical logic is broken, but it is still something that should be fixed
- Operational: fully working
The fields on this matrix do not need to be completely filled out; leaving certain fields empty default to a 'Not Set' severity.
After you fill out the matrix, severity can be automatically set based off two questions: who is impacted by this, and how badly is it broken?
Now, when anyone in your organization kicks off an incident, you can be assured that it is being set to the appropriate severity based on your business needs. If you're using PagerDuty to acknowledge incidents, we'd recommend checking out our PagerDuty Integration.
This wraps up our Intermediate Series for our onboarding tutorial. We'll now dive into our Advanced Series where we'll go over some final topics on how you can enhance your experience for future fires to come.