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Dealing with Incidents using Monzo Response
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Christopher Evans
May 22, 2019
Technology
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Dealing with Incidents using Monzo Response
Christopher Evans
May 22, 2019
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Transcript
Dealing with Incidents using Monzo Response ⚡ Chris Evans Platform
/ On-call Lead @evnsio
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If any of that sounds interesting, we’re hiring… monzo.com/careers
Let’s talk about incidents...
“When you assign an incident lead, let customer operations know
who it is”
“...and remember to set a severity within the first 5
mins of the incident”
“...and if it’s a major severity, follow this procedure”
“...and if it’s a critical severity, here’s this other stuff
you need to do”
“...and if you’re going to put the status page up,
contact this team so they can decide whether we need to inform the regulator”
“...and check this spreadsheet for risk ratings to know whether
you need to notify a senior exec”
“...oh, and the incident needs to be dealt with too”
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Response ⚡ is the result of applying software engineering to
incident response
Limit context switching Context switching during an incident is often
unavoidable. We aim to limit this, by enabling actions to be carried out without leaving the conversation.
Make the easiest thing the right thing If something needs
doing, bring it to the attention of the responder when it makes sense, or better still automate it away.
events, messages, etc Monzo Incident Backend Monzo Incident Web UI
Slack Architecture view, edit incidents messages, actions
The Basics
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The Headline Post
The Incident Doc
The Comms Channel
The Comms Channel
The Comms Channel
Building Blocks
@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
Functions that are called when a user wants the tool
to do something...
@incident <command> <action>
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Some other commands we use at Monzo action log an
action to be followed up later escalate escalate to another set of on-callers statuspage update our customer facing status page rename rename a comms channel to something descriptive
@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
Functions that are called when a word or phrase is
mentioned...
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@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
Functions that are called on a particular schedule...
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@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
Functions that are called when a particular Slack event happens...
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Some other events that might be interesting... Users posting messages
Users pasting links Reactions
@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
Functions that are called when a Slack button is clicked...
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@slack_event @notification @action_handler @keyword_handler @incident_command @dialog_handler Building blocks
Functions that are called when a Slack dialog is submitted...
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“I want to be able to Page engineers without leaving
Slack”
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Page Engineer One line of code One function
One incident command to post the message One function to
handle buttons and raise dialog One function to handle dialog submission
Takeaways Map out your incident handling process Understand what you’re
being asked to do and when Use the building blocks of Response ⚡ to codify it Let your on-callers do what they do best
Thanks for listening! @evnsio github.com/monzo/response