Statuspage - Post and Update Incidents and Maintenance

How to post and update incidents and maintenance in Statuspage

Dartmouth is using a Slack app to post incidents and maintenance to Statuspage.  We’re using a Slack app because our Statuspage subscription provides 25 licenses but there are almost 100 DartPulse users who will need to post outages to Statuspage as well.  Access to the Slack app is managed by a Slack user group which only exists in the DartmouthIT workspace (a person must first be a member of the DartmouthIT workspace to then become a member of the Slack user group).  The Slack app is available in the DartmouthIT and ITC workspaces therefore non-ITC users can access the app too.  The Slack app is our default method for all users.  Users with Statuspage licenses will only be asked to use their license when Slack or SSO is down.

Table of Contents

Slack app for posting to Statuspage

  • the Slack app is in two workspaces: DartmouthIT and ITC
  • access to use the Slack app is managed by a Slack user group: @statuspageusers
  • from within a Slack channel there are two ways to search for shortcuts to the Slack app
    • click the + icon or type / then
      • start to type 'incident' to search for incident shortcuts
      • start to type 'maintenance' to search for maintenance shortcuts
    • Uploaded Image (Thumbnail)
    • Uploaded Image (Thumbnail)
       

Post a new Incident

Here is a link to a five-minute video on Posting Incidents to Statuspage.  Use the Incident option for unplanned outages.  Below is an example of a textual notification and related component status for a major outage. 

screenshot of an incident notification on Statuspage

screenshot of a component on Statuspage

Incident Name
The name of the incident should be in the following format for consistency.

  • Incident - {Name of System or Service}

Lifecycle Status Type
Incidents have one of four distinct statuses. When creating an incident you will specify the state of the incident.  The status will display in bold before the descriptive text.

  • Investigating - you are seeing the symptoms of an issue but are unaware what the root cause.
  • Identified - you have found the root cause of the incident and are working on a fix.
  • Monitoring - you believe you have successfully fixed the issue and are waiting for the symptoms to subside.
  • Resolved - the root cause of the issue has been eliminated and your systems are back to 100% performance.

Affected Component(s)
Choose the general service type (i.e. component) from the picklist.

Component Status and Impact Type

Correlation between Component Status and Impact Type
Component Status Impact Type
Major Outage Critical
Partial Outage Major
Degraded Performance Minor
Operational None

Components have a status which is set when creating or updating incidents on the page.

  • Major Outage (red) - The component is completely unavailable.
  • Partial Outage (orange) - The component is completely broken for a subset of customers.
  • Degraded Performance (yellow) - The component is working but is slow or otherwise impacted in a minor way. 
  • Operational (green) - The component is functioning as expected and in a timely manner.

Incident impact defines the severity of an incident. On the front-end, incident impact shows as a color.

  • Critical (red)
  • Major (orange)
  • Minor (yellow)
  • None (green)

Additional Message Text
Use the text templates to help craft your message about the incident.  Be sure to have someone review your text before you post it.

Send Notifications to subscribers?
Under most circumstances a notification should be sent to subscribers.  An example of when a notification might not be used is during testing.

Update/Close an Incident

While updating an incident you can change the status. If an update is posted but the status does not change then Update will appear before the descriptive text.  When resolving an incident remember to change the component status to Operational.

screenshot of an updated incident notification on Statuspage

Post new Maintenance

Use the Maintenance option for scheduled releases.  Below is an example of a textual notification and related component status for maintenance.

When you schedule maintenance, it will automatically be given the status of "scheduled" and the event will appear under Scheduled Maintenance.  When the maintenance window opens, the notification will automatically move to the top of Statuspage, the status will change to In progress, and the Component Status will change to Under Maintenance.  When the maintenance window is complete, the user needs to change the Status Type to Completed and update the Component Status to Operational.

screenshot of a scheduled maintenance on Statuspage

screenshot of a maintenance notification on Statuspage

screenshot of a component on Statuspage

Maintenance Name
The name of the maintenance should be in the following format for consistency.
Maintenance - {Name of System or Service}

Lifecycle Status Type
Maintenance has one of four distinct statuses.  The status will display in bold before the descriptive text.

  • Scheduled - the default state given to the scheduled maintenance upon creation.
  • In progress - the scheduled maintenance is underway.
  • Verifying - the scheduled maintenance is complete but you're still verifying that things are back to functioning as expected.
  • Completed - the scheduled maintenance is completed.

Affected Component(s)
Choose the general service type (i.e. component) from the picklist.

Component Status
Components have a status which is set when creating or updating incidents on the page.

  • Under Maintenance (blue) - The component is currently being worked on.

Start and End    
Indicate the start date/time and anticipated end date/time of the maintenance.

Impact Type
Incident impact defines the severity of an incident. On the front-end, incident impact shows as a color.

  • Maintenance (blue)

Additional Message Text
Use the text templates to help craft your message about the maintenance event.  Be sure to have someone review your text before you post it.

Send Notifications to subscribers?
Under most circumstances a notification should be sent to subscribers.

Update/Close Maintenance

While updating maintenance you can change the status. If an update is posted but the status does not change then Update will appear before the descriptive text.  When closing maintenance remember to change the component status to Operational.

Fixing an errant post

  • If multiple posts were submitted for the same event - close one of the events with a note (do not delete it in case there are questions about what happened)
  • If the wrong component was chosen - close the incident with a note and open a new incident with the correct component (do not delete it in case there are questions about what happened)
  • If the correct component was chosen - post an update to the existing incident or maintenance noting the correction

Screenshots of the Slack app in action

  • Post a new Incident

screenshot of Slack app to post a new incident

  • Update/Close an Incident

screenshot of Slack app to update an incident

screenshot of Slack app to update an incident

screenshot of past incidents on Statuspage

  • Post new Maintenance

screenshot of Slack app to post new maintenance

  • Update/Close Maintenance

screenshot of Slack app to update maintenance

screenshot of Slack app to update maintenance

screenshot of past incidents on Statuspage

screenshot of all systems operational on Statuspage

 

Details

Article ID: 147864
Created
Sat 11/19/22 7:06 AM
Modified
Mon 1/9/23 4:26 PM

Related Articles (3)

What is Statuspage used for, who should use it, and why should you use it?
How to subscribe to Statuspage alerts
Templates for Outages and Maintenance for Statuspage Postings