Incident Triage

Use to triage an incoming production incident report, classify its severity, and route it to the right on-call team. Use when someone reports an outage, degradation, or production error. Do NOT use for routine service requests, feature questions, or non-production environments.

bonaniibm Updated

File contents

Incident Triage Runbook

When to use

A production incident is reported and must be classified and routed. Routine requests do not belong here.

Steps

  1. Gather the symptom, blast radius, and first-observed time.
  2. Classify severity using references/severity-matrix.md.
  3. Page the owning on-call team for that service.
  4. Open the incident channel and post the initial summary.

Failure handling

  • If the owning team cannot be determined, ALWAYS escalate to the incident commander rota.
  • NEVER close an incident without a documented resolution.

Example

A report arrives: "Checkout is returning 500s for ~30% of users." Classify against the severity matrix (high blast radius → Sev2), page the checkout on-call, and open the incident channel with the summary.

bonaniibm/skillforge/tree/main/samples/skills/incident-triage commit cfce1c59d0

Frequently asked questions

npx skillmds@latest add bonaniibm/incident-triage