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ChatOps for Incident Management

ChatOps for Incident Management

1
posts
2018

This feature thread tracks the development and integration of ChatOps into Shopify's incident management procedures. Initial efforts focused on establishing a structured incident response process based on the Incident Command System (ICS). This post details the implementation of 'Spy', a chatbot built on Lita, to assist Incident Managers on Call (IMOCs) by automating and streamlining incident detection, communication, mitigation, and documentation. Spy integrates with tools like PagerDuty, StatusPage, and GitHub, providing commands for incident initiation, status updates, and action execution directly within Slack. It also includes features for IMOC well-being, such as reminders and fatigue prevention mechanisms.

2018

Implementing ChatOps into our Incident Management Procedure - Shopify

2/13/2018

This post introduces 'Spy', a ChatOps bot built on Lita, to automate and streamline Shopify's incident management process. It details the bot's integration with Slack and third-party tools (PagerDuty, StatusPage, GitHub) and outlines its core commands for incident detection ('spy page'), initiation ('spy start incident'), communication ('spy incident tldr', 'spy incident tell'), mitigation (e.g., traffic rebalancing, deploy locks), stopping incidents ('spy incident stop'), and documentation. The post also highlights Spy's role in supporting IMOC well-being through reminders and fatigue prevention.