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updates specifics to sph

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Marius Pana 2017-01-21 13:26:28 +02:00
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docs/before/call_etiquette.md
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You've just joined an incident call, and you've never been on one before. You have no idea what's going on, or what you're supposed to be doing. This page will help you through your first time on an incident call, and will provide a reference for future calls you may be a part of. You've just joined Spearhead Systems support staff and you've never worked in a service delivery function before. You have no idea what an incident or a service request is. You have no idea what's going on, or what you're supposed to be doing. This page will help you through your first time and will provide a reference for future issues you may be a part of.
![Obama phone](../assets/img/headers/obama_phone.jpg) ![Obama phone](../assets/img/headers/obama_phone.jpg)
*Credit: [Official White House Photo](https://commons.wikimedia.org/wiki/File:Barack_Obama_on_phone_with_Benjamin_Netanyahu_2009-06-08.jpg) by Pete Souza* *Credit: [Official White House Photo](https://commons.wikimedia.org/wiki/File:Barack_Obama_on_phone_with_Benjamin_Netanyahu_2009-06-08.jpg) by Pete Souza*
## First Steps ## First Steps
* If you intend on participating on the incident call you should join both the call, and Slack. * If you intend on participating on the incident call you should join both the call, review the associated cards in DoIT, and jump on the corresponding Slack channel.
* Make sure you are in a quiet environment in order to participate on the call. Background noise should be kept to a minimum. * Make sure you are in a quiet environment in order to participate on the call. Background noise should be kept to a minimum.
* Keep your microphone muted until you have something to say. * Keep your microphone muted until you have something to say.
* Identify yourself when you join the call; State your name and the system you are the expert for. * Identify yourself when you join the call; State your name and the system you are the expert for.
* Speak up and speak clearly. * Speak up and speak clearly.
* Be direct and factual. * Be direct and factual.
* Keep conversations/discussions short and to the point. * Keep conversations/discussions short and to the point.
* Bring any concerns to the Incident Commander (IC) on the call. * Bring any concerns to the Team Leader (IC) on the call.
* Respect time constraints given by the Incident Commander. * Respect time constraints given by the Team Leader.
!!! warning "Incident Call"
Not all issues start with an incident call. Some issues may be completely automated and available only in DoIT while others may be in the incipient stages and the customer may still be on the phone/Slack detailing their issue.
## Lingo ## Lingo
**Use clear terminology, and avoid using acronyms or abbreviations during a call. Clear and accurate communication is more important than quick communication.** **Use clear terminology, and avoid using acronyms or abbreviations during a call. Clear and accurate communication is more important than quick communication.**
@ -29,22 +32,26 @@ Standard radio [voice procedure](https://en.wikipedia.org/wiki/Voice_procedure#W
Do not invent new abbreviations, and always favor being explicit of implicit. It is better to make things clearer than to try and save time by abbreviating, only to have a misunderstanding because others didn't know the abbreviation. Do not invent new abbreviations, and always favor being explicit of implicit. It is better to make things clearer than to try and save time by abbreviating, only to have a misunderstanding because others didn't know the abbreviation.
## The Commander ## The Team Leader
The Incident Commander (IC) is the leader of the incident response process, and is responsible for bringing the incident to resolution. They will announce themselves at the start of the call, and will generally be doing most of the talking. The Team Leader (TL) is the leader of the incident response process, and is responsible for bringing the incident to resolution. They will announce themselves at the start of the call, and will generally be doing most of the talking.
* Follow all instructions from the incident commander, without exception. * Follow all instructions from the team leader, without exception.
* Do not perform any actions unless the incident commander has told you to do so. * Do not perform any actions unless the team leader has told you to do so.
* The commander will typically poll for any strong objections before performing a large action. This is your time to raise any objections if you have them. * The team leader will typically poll for any strong objections before performing a large action. This is your time to raise any objections if you have them.
* Once the commander has made a decision, that decision is final and should be followed, even if you disagreed during the poll. * Once the team leader has made a decision, that decision is final and should be followed, even if you disagreed during the poll.
* Answer any questions the commander asks you in a clear and concise way. * Answer any questions the team leader asks you in a clear and concise way.
* Answering that you "don't know" something is perfectly acceptable. Do not try to guess. * Answering that you "don't know" something is perfectly acceptable. Do not try to guess.
* The commander may ask you to investigate something and get back to them in X minutes. Make sure you are ready with an answer within that time. * The team leader may ask you to investigate something and get back to them in X minutes. Make sure you are ready with an answer within that time.
* Answering that you need more time is perfectly acceptable, but you need to give the commander an estimate of how much time. * Answering that you need more time is perfectly acceptable, but you need to give the team leader an estimate of how much time.
## Problems? ## Problems?
#### There's no incident commander on the call! I don't know what to do! #### There's no team leader on the call! I don't know what to do!
Ask on the call if an IC is present. If you have no response, type `!ic page` in Slack. This will page the primary and backup IC to the call. Ask on the call if an TL is present. If you have no response, try asking in Slack. If there is no TL the sysadmin can take over this role temporarily.
#### There is not enough information!
The definitive source of information for all issues is in DoIT. If at any point there is a discrepancy ask the TL or Sysadmins to provide up to date information and update the card/tasks accordingly. At a minimum information should be available in Slack.
#### I can join the call or Slack, but not both, what should I do? #### I can join the call or Slack, but not both, what should I do?
You're welcome to join only one of the channels, however you should not actively participate in the incident response if so, as it causes disjoined communication. Liaise with someone who is both in Slack and on the call to provide any input you may have so that they can raise it. You're welcome to join only one of the channels, however you should not actively participate in the incident response if so, as it causes disjoined communication. Liaise with someone who is both in Slack and on the call to provide any input you may have so that they can raise it.