Solidify VA Drupal CMS Helpdesk Support Incident Response Plan

[stefaniefgray]

Description

The VA Drupal CMS Helpdesk Support team does not have an updated helpdesk-specific incident response plan for issues such as failed content releases.

Most recent documents:

• https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/platform/cms/helpdesk/incident-response.md
• https://docs.google.com/spreadsheets/d/1RiqpHVipfQEjPmkOAhe1coy_wL__49MLLIF6b5Th2xI/edit#gid=0 (Very outdated!)

Previous ticket regarding failed content releases: https://github.com/department-of-veterans-affairs/va.gov-cms/issues/7116

Acceptance Criteria

• [x] Team has solid plan for handling serious incidents, failed content releases past 2 hours, and Editor emergencies.
• [x] Incident response materials are updated within Github and are visible to entire team

CMS Team

Please check the team(s) that will do this work.

• [ ] Program
• [ ] Platform CMS Team
• [x] Sitewide Crew
• [ ] ⭐️ Sitewide CMS
• [ ] ⭐️ Public Websites
• [ ] ⭐️ Facilities
• [x] ⭐️ User support

[stefaniefgray]

Notes from speaking with Dave C. on 8/5/2022:

• We need to crosswalk what Platform has in terms of incident responses and figure out how we can align better with their processes. Align process with what the VA has. First step is to see how the plan currently on Github aligns with the platform response. Could we just use the VA’s response plan? What do we need to do to make it successful, and with what cadence do we need a review of the incident response plan? Make sure it stays updated even with staff turnover. Get in alignment with the Platform plan and then beyond that, there are different types and classifications of incidents.

• Publishing unsuccessful: We have determined that two incidents (two lack of publishing strikes in succession) is a problem. Two data points = problem for publishing, therefore it triggers some sort of a response.

• Larger incident response issue: When there is an incident/problem that has a trigger that requires Which problems require participation from Helpdesk as part of the response? That’s one thing we have to figure out.

• When there is a problem that requires helpdesk involvement, what do we choose from?

  • All Editors
  • Product-specific (VAMC only)
  • Multi-product specific (i.e. Problem with Events that affects VAMCs and Vet Centers)
  • Non-CMS related: Failed site deploy – though it affects all editors, and we need to be aware of it, Platform will need to take the lead on informing all stakeholders

HAVE A FALLBACK – If we cannot access Drupal, what do we do? Do we have Clarence text Dave??? If all else fails – phone tree? Let’s be careful about overreliance on any particular technology, i.e. Drupal or Outlook – so what would our fallback scenario be?

Outage of VA network – A texts B, B texts C, “Email is down, Teams is down, this is affecting the ability to log into Drupal.”

SMS System? They do have Pager. Is that something we’d need to think about?

[EWashb]

Is this ok to close now @TroyA6 and @stefaniefgray?

[TroyA6]

Hi Erika, The IRP is well underway, but technically, still in progress -- processing feedback from the Platform team. Should be able to wrap it up over the next sprint, then present the following sprint. I think that follows the Q4 goal documentation. Does that make sense? Thank you, Troy

On Sun, Nov 20, 2022 at 9:15 PM Erika Washburn @.***> wrote:

Is this ok to close now @TroyA6 https://github.com/TroyA6 and @stefaniefgray https://github.com/stefaniefgray?

— Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/va.gov-cms/issues/9964#issuecomment-1321399381, or unsubscribe https://github.com/notifications/unsubscribe-auth/AZ52T6C6K5FQ57ABUTSMN5LWJLSNZANCNFSM547GXU3A . You are receiving this because you were mentioned.Message ID: @.*** com>

[stefaniefgray]

Spin-off ticket: https://github.com/department-of-veterans-affairs/va.gov-cms/issues/12673

[TroyA6]

@stefaniefgray @EWashb @laflannery Github Location