Detailed Procedures
Incident Identification & Reporting
Detection: Multiple monitoring tools, Weekly meetings update
Initial Reporting:
Reporter: Responsible person in the area of responsibilities
Method: Linear as incident tracking tool
Required Info: Date/time, description, affected systems, suspected impact.
Triage: IRT assesses severity, scope, and priority.
Incident Report Process in Linear:
1) Go to Linear https://linear.app/xcavate/team/XCA/active. Access project view in Linear:
2) Access the relevant project to report the incident. If the incident is related to realXmarket, click on realXmarket.
3) Click on All Issues at the top to see all issues.
4) Scroll down to the relevant milestone if the incident is relevant to any of the milestone. If none of the milestones are relevant, scroll the vertical scroll bar all the way down to No Milestone.
5) Incident is something that is happening. Scroll the bottom scroll bar (shown by the blue arrow) to the right to In Progress (circled by yellow highlight) if In Progress is not already in view.
6) If the incident is under No Milestone, scroll down the scroll bar on the right hand side (shown by the blue arrow) click the + sign in the In Progress column as circled by the yellow highlight as shown in the diagram below:
7) Once the + sign is clicked, an issue will popped up. Click on Template (shown by black arrow) on the popped up issue and select Incident Management (shown by indigo arrow) on the list:
8) Click on Incident Management, the popped up will change to the Incident Management template. Fill in all the fields pointed to by the green arrows. Scroll down the template using the scroll bar (pointed by blue arrow) to complete the information required.
9) Please add all the additional information that are required for the issue if not already covered by the template. There will be continuous improvement for this template going forward. Select the assignee (circled by yellow highlight), possible to change status (circled by green highlight) if the status has changed or not accurate and select priority (circled by blue highlight):
10) There are additional information that can be obtained by clicking the the three dots (circled by yellow highlight below). Set due date and add sub-issue. Sub-issue here could mean all the separate tasks to resolve this incident. Alternatively, sub-issue can also be added after the incident is created, see step (13) below.
11) Once everything is completed, click create issue (circled by yellow highlight) and a confirmation of the incident (called issue in Linear) created appear at the bottom right hand corner of the screen:
12) Once the incident is resolved, root cause analysis will be required. I have created an example incident of DPRK backdoor in Xcavate Protocol project
13) Open the Incident ticket, you can add sub-issues as shown in the following diagram. Sub-issues can be used during the incident if required.
14) Once add sub-issues is clicked, the issue window will appear. Click on the icon to the right as noted in the following diagram to choose the root cause analysis template.
15) The issue templates will appear after the icon is clicked. Select the root cause analysis template.
16) Once click on Root Cause Analysis, the template will appear.
17) Replaced the [Incident title] with the incident title. In this example, it is DPRK Backdoor. Assign the ticket. Click create button in the bottom right hand corner of the template.
18) Conduct the Root Cause Analysis and fill in the template. The result from this activity will result in Lessons Learned for continuous improvement. It is possible to add sub-issue(s) to Root Cause Analysis for Lessons Learned. Repeat steps (11) - (15).
19) The Root Cause Analysis issue will appear connected to the incident. The Lessons Learned will appear connected to the Root Cause Analysis.
20) Project level view for all three issues, Incident, Root Cause Analysis and Lessons Learned:
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