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Configure Incident Templates

Learn how to create and manage incident templates in Harness AI SRE.

Overview​

Incident templates help you:

  • Standardize incident handling
  • Ensure consistent data collection
  • Speed up incident creation
  • Enable automation
  • Support compliance

Template Types​

Service Incident​

template:
  name: "Service Degradation"
  fields:
    title: "[service] - Performance Degradation"
    severity: [severity]
    service: [service]
    environment: [environment]
    team: [team]
  timeline:
    - type: "detection"
      description: "Performance degradation detected in [service]"
    - type: "action"
      description: "Investigating root cause"
  communication:
    channel: "#[service]-incidents"
    initial_message: |
      🚨 *New Incident: [service] Degradation*
      *Severity:* [severity]
      *Environment:* [environment]
      *Team:* [team]
      *Status:* Investigating

Security Incident​

template:
  name: "Security Alert"
  fields:
    title: "[service] - Security Incident"
    severity: P1
    service: [service]
    environment: [environment]
    team: "security"
  timeline:
    - type: "detection"
      description: "Security alert detected for [service]"
    - type: "action"
      description: "Security team notified"
  runbook:
    name: "Security Incident Response"
    variables:
      service: [service]
      environment: [environment]
  communication:
    channel: "#security-incidents"
    restricted: true
    initial_message: |
      🔒 *Security Incident: [service]*
      *Environment:* [environment]
      *Status:* Investigation Started
      
      Please maintain security protocols.

Infrastructure Incident​

template:
  name: "Infrastructure Issue"
  fields:
    title: "[service] - Infrastructure Problem"
    severity: [severity]
    service: [service]
    environment: [environment]
    team: "platform"
  timeline:
    - type: "detection"
      description: "Infrastructure issue detected in [service]"
    - type: "action"
      description: "Platform team investigating"
  metrics:
    - name: "cpu_usage"
      threshold: 90
    - name: "memory_usage"
      threshold: 85
    - name: "error_rate"
      threshold: 5
  communication:
    channel: "#platform-incidents"
    initial_message: |
      ⚠️ *Infrastructure Alert: [service]*
      *Issue:* [issue_type]
      *Environment:* [environment]
      *Impact:* [impact_description]

Template Components​

Status Templates​

status_updates:
  investigating:
    message: |
      ℹ️ *Investigation Update*
      *Current Status:* Investigating
      *Findings:* [findings]
      *Next Steps:* [next_steps]
  mitigating:
    message: |
      🔧 *Mitigation Update*
      *Current Status:* Mitigating
      *Actions:* [actions]
      *Progress:* [progress]
  resolved:
    message: |
      ✅ *Resolution Update*
      *Status:* Resolved
      *Resolution:* [resolution]
      *Duration:* [duration]
      *Follow-up:* [follow_up]

Communication Templates​

communication_templates:
  status_update:
    template: |
      *Status Update: [service]*
      *Current Status:* [status]
      *Update:* [message]
      *Next Update:* [next_update_time]
  action_taken:
    template: |
      ⚡ *Action Taken*
      *Action:* [action]
      *Result:* [result]
      *Next Steps:* [next_steps]
  escalation:
    template: |
      🔔 *Incident Escalated*
      *From:* [current_owner]
      *To:* [new_owner]
      *Reason:* [reason]

Review Templates​

review_templates:
  timeline_summary:
    template: |
      *Incident Timeline*
      *Detection:* [detected_at]
      *Resolution:* [resolved_at]
      *Duration:* [duration]
      
      *Key Events:*
      [timeline_events]
  impact_summary:
    template: |
      *Impact Assessment*
      *Users Affected:* [affected_users]
      *Services Affected:* [affected_services]
      *Duration:* [duration]
      *Business Impact:* [business_impact]
  action_items:
    template: |
      *Follow-up Actions*
      [action_items]
      
      *Owners:* [owners]
      *Due Dates:* [due_dates]

Template Usage​

Creating Incidents​

create_incident:
  template: "Service Degradation"
  variables:
    service: [service]
    severity: P2
    environment: production
    team: [team]

Updating Status​

update_status:
  template: status_updates.investigating
  variables:
    findings: "High CPU usage detected"
    next_steps: "Scaling service instances"

Resolving Incidents​

resolve_incident:
  template: status_updates.resolved
  variables:
    resolution: "Scaled service and optimized queries"
    duration: "45 minutes"
    follow_up: "Review scaling policies"

Best Practices​

Template Design​

  • Keep it simple
  • Include essential fields
  • Use clear language
  • Support automation
  • Enable customization

Communication​

  • Be clear and concise
  • Include key details
  • Use consistent format
  • Follow security protocols
  • Update regularly

Template Management​

  • Review regularly
  • Update as needed
  • Gather feedback
  • Monitor usage
  • Document changes

Next Steps​

Documentation​