Communicating with teams using Runbook steps

This article lists best practices for using Runbook steps to communicate with your customer-facing teams. 

Runbook step: Assign a team (Assign CS team for communication)

This brings the CS team into the incident channel so they have full visibility into what's happening with the incident. 

Runbook step: Send an Email Notification - (to exec team) 

Email subject "A New Customer Facing Incident has been Opened"
Message template {{incident.customer_impact }}

Runbook step: Notify channel with a custom message: (Notify Customer Facing teams)

Add appropriate CS slack channels
Sample message: "A new {{incident.severity }} has been opened, customers are currently impacted in this way: {{ incident.customer_impact }}

Runbook step: Notify channel with a custom message (Notify customer facing channels whenever a new update is posted) 

Add appropriate CS slack channels
Sample message: There is a new update to {{ incident.name }}{{ incident.last_update }}. 
Note: Conditions and Scheduling>Rules>Time since last incident note less than or equal to 5m, repeats every 5m

Runbook step: Notify Incident Channel with a custom message

Sample message: "Please provide an update to the external status of this incident.
Review your messaging with the incident commander {{incident.incident_roles[0].name }}"

Runbook step: Send an email notification (Update Execs when a new note is posted)

Email Subject: "A New Update has been posted to {{ incident.name }}, 
Message template: "Here is the update:... "
Note: Conditions and Scheduling > Rules > Time since last incident note less than or equal to 5m, repeats every 5m

Runbook step: Notify Incident Channel with a custom Message: (Reminder to close out StatusPage) 

Details: Provide final updates to status page and collect your notes for a retrospective, 
Conditions & Scheduling>Rules> Current Milestone is Resolved

Runbook step: Notify channel with a custom message (Notify CS channels that incident has been resolved)

This notifies the existing CS channel(s) that the incident has been resolved.

Runbook step: Send an email notification (Email execs about resolution)

Email Subject "Incident is resolved"
Note: Conditions & Scheduling > Rules > Current Milestone is Resolved
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