Agent WranglersIncidents Recommended
Rank incidents on a fixed scale
Give every incident a severity from a short written scale. The severity decides who joins, how often users hear from you and whether a review follows.
How to do it
Use three or four levels defined by the effect on users, not by the cause. Write next to each level its update interval and whether a review is required. Raise or lower the level as the facts change, and note each change in the timeline.
Example
SEV1: { impact: "most users cannot finish a main journey, or data is at risk", updates: 30m, review: required }
SEV2: { impact: "a main journey fails for some users or is very slow", updates: 60m, review: required }
SEV3: { impact: "a minor feature fails and a workaround exists", updates: daily, review: optional }How to check
Every incident record has a severity from the scale, and every SEV1 and SEV2 incident has a review.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers operations playbook: https://agentwranglers.se/playbook/operations/incidents/incident-severity.