ChatOps for Incidents

Culmination of many previous presentations. Done for Rx Savings Solutions in Overland Park, a company currently going through explosive growth.

Transcript

1. ChatOps for Incidents
2. Aaron Blythe (@ablythe) • Lead Organizer • @devopskc @devopsdayskc http://aaronblythe.com
3. http://devopsdayskc.org Use code DEVOPSCOMMUNITY to get $50 off
4. Outline •Just Chat •Just Incident Ops •ChatOps •Advanced things I have picked up
5. Outline •Just Chat •Just Incident Ops •ChatOps •Advanced things I have picked up
6. talking
7. shouting
8. Email
9. Slack, the Email killer?
10. Best Practices ! Say who you are and what team you are on ! Threaded Conversations ! Set Away Settings ! Star your favorite Channels ! @ mention people ! Manage Notifications - Preferences
11. Simple Features ! Star vs. Pinned ! View Members ! Reactions ! Activity (the @ sign in upper right) ! Snooze notifications ! All Threads
12. Neat Features ! Simple Slack Bot - Wifi, Apples -> How do you like them apples? ! Integrations - Pipeline Gitlab ! I would like to add the Jira Integration and Dynatrace Integrations soon ! Alexa connect in for PagerDuty and New Relic
13. Slack Integrations
14. Maturity with Chat 1. Some teams start getting accustomed to chat 2. Design and/or long term technical topic channels form 3. Useful apps start to be installed that behave like command line apps 4. Incidents are being ran on public channels
15. Outline •Just Chat •Just Incident Ops •ChatOps •Advanced things I have picked up
16. Things that annoy me in Incidents
17. Things that annoy me in Incidents
18. Things that annoy me in Incidents • Trying to figure out what has been done so far (if I don’t know yet) • Re-hashing what we know (if I am the one that knows)
19. OTHER Things that annoy me in incidents •Fear-based Ops •Hero Culture
20. Matty Stratton - PagerDuty, Arrested DevOps Podcast https://noti.st/mattstratton/rZ8NCv Matty Stratton - Incidents and Accidents • Have clearly defined roles • Rules change when you go from Normal to Emergency 
 • Post incident criteria widely —> Do not litigate during the call 

21. PagerDuty Incident Response Docs • PagerDuty Documentation: https://github.com/PagerDuty/incident- response-docs • Rendered: https://github.com/PagerDuty/incident-response-docs
22. Service Level (from Google SRE Book) • SLI - Service Level Indicator • Example: Status code is 200 • SLO - Service Level Objective • Example: Service is available 99.9% • SLA - Service Level Agreement • Example: Partial subscription fee refunded if not 99% availability met • NOTE: Should be less than SLO so you have space • Click here: https://twitter.com/rakyll/status/974826146343788544?lang=en
25. Outline •Just Chat •Just Incident Ops •ChatOps •Advanced things I have picked up
26. 26 https://victorops.com/chatops-for-dummies/ Free Download By: Jason Hand https://victorops.com/chatops/
27. Chat Client + Bot 27 Err
29. Slack Integrations
30. Slack Integrations • Benefits • Quick Setup (minimal configuration) • Often managed by company that owns integration • Drawbacks • Often simplistic workflow
31. Hubot
32. Hubot Brain
33. Hubot Plugins • hubot-pager-me • hubot-confluence • hubot-leankit • hubot-newrelic2 • hubot-sumologic
34. hubot-newrelic2
36. http://devopsreactions.tumblr.com/post/127777547677/when-you-see-the-outage- starting-and-you-cant-do
37. Slack Hubot PagerDuty Architecture 37
38. Webhooks 38 Pager Duty Outgoing Slack Incoming
39. Slack Hubot PagerDuty Webhook Webhook Architecture 39
40. hubot-incident Start/Triggered Acknowledged Resolved Closed
41. hubot-incident Start/Triggered Acknowledged Resolved Closed
42. hubot-incident Start/Triggered Acknowledged Resolved Closed
43. hubot-incident Start/Triggered Acknowledged Resolved Closed
44. hubot-incident Start/Triggered Acknowledged Resolved Closed After hold Post Mortem
45. Blameless Post Mortem
46. Trust, Just Culture and Blameless Post-Mortem http://aaronblythe.com/presentations/
48. http://devopsreactions.tumblr.com/post/145902399369/manager-on-a-call-during-an- outage
49. Notes in PagerDuty (For Post Mortem)
50. http://devopsreactions.tumblr.com/post/122408751191/alerts-when-an-outage-starts
51. https://github.com/HearstAT/hubot-incident
52. SLAPI Bot (Slack API) • Why? • Take advantage of Slack API (Hubot is least common denom.) • Language agnostic plugins • Docker as packaging system • https://github.com/ImperialLabs/slapi
53. Outline •Just Chat •Just Incident Ops •ChatOps •Advanced things I have picked up
54. • Practice in a non-stressful situation • In an incident - don’t use “can someone…?” • In a post-mortem - stop on each “could have”, “should have” or “would have” • Continuous Improvement just like any other part of Software Engineering • Automate the Mundane • Spending time, Saves Time