Everyone should have a way to log incidents and track customer experience flaws. Below is a template I have implemented at a few start ups. Enjoy!
Document:
Customer:
This is where the customer name goes.
Environment:
Dev/QAS/Production
Severity Level:
SEV3/SEV2/SEV3
| Severity | Description | Examples | ||
|---|---|---|---|---|
| 1 | A critical incident with very high impact | A customer-facing service, like the app is down for ALL customers Confidentiality or privacy is breached Customer data loss | ||
| 2 | A major incident with significant impact | A customer-facing service is unavailable for a subset of customers Core functionality (e.g. sso, integration) is significantly impacted | ||
| 3 | A minor incident with low impact | A minor inconvenience to customers, workaround available Usable performance degradation |
Event Time Frame:
First Notified: YYYY-MM-DD HH:MM AM/PM EST - When was the first alert/notification from a user received. Start: YYYY-MM-DD HH:MM AM/PM EST - When did the issue start occurring. To the best of your knowledge. End: YYYY-MM-DD HH:MM AM/PM EST - Time till the issue was resolved from the customer's perspective. Total Time: 1 Hour - Total amount of time. Difference between Start and End.
Describe Issue:
What problem is being faced?
Temporary Solution:
How did you fix the issue in the meantime?
People Involved:
List of all the people involved.
Investigation:
Details about the investigation. Story. Commands ran, servers looked at.. etc..
Root Cause:
What actually caused the issue?
Permanent Solution:
What fix/process are you going to put in place to prevent this type of issue again?
Other Notes:
Anything else you think is relevant to this incident.
How It's Used:
I usually create a shared folder named Incident Reports and place the template in a file named _TEMPLATE----YYYY-MM-dd-CustomerName-SEV#-Total-Time. This forces the template to the top of the sorted list of files. Then, when an incident occurs, we simple make a copy of the template and start filling it out with all the details, replacing all placeholders.
Sources:
https://www.atlassian.com/incident-management/kpis/severity-levels