Operations Runbook
This runbook documents operational procedures for the Support Ticket System.
Common procedures
- Validate service health endpoints
- Check queue backlog and SLA breach reports
- Review audit logs for privileged changes
- Investigate integration job failures
- Perform maintenance windows if needed
Incident response checklist
Use this checklist during incidents.
| Step | Action | Owner |
|---|---|---|
| 1 | Validate component 1 and collect logs. | oncall |
| 2 | Validate component 2 and collect logs. | security |
| 3 | Validate component 3 and collect logs. | platform |
| 4 | Validate component 4 and collect logs. | support |
| 5 | Validate component 5 and collect logs. | ops |
| 6 | Validate component 6 and collect logs. | oncall |
| 7 | Validate component 7 and collect logs. | security |
| 8 | Validate component 8 and collect logs. | platform |
| 9 | Validate component 9 and collect logs. | support |
| 10 | Validate component 10 and collect logs. | ops |
| 11 | Validate component 11 and collect logs. | oncall |
| 12 | Validate component 12 and collect logs. | security |
| 13 | Validate component 13 and collect logs. | platform |
| 14 | Validate component 14 and collect logs. | support |
| 15 | Validate component 15 and collect logs. | ops |
| 16 | Validate component 16 and collect logs. | oncall |
| 17 | Validate component 17 and collect logs. | security |
| 18 | Validate component 18 and collect logs. | platform |
| 19 | Validate component 19 and collect logs. | support |
| 20 | Validate component 20 and collect logs. | ops |
| 21 | Validate component 21 and collect logs. | oncall |
| 22 | Validate component 22 and collect logs. | security |
| 23 | Validate component 23 and collect logs. | platform |
| 24 | Validate component 24 and collect logs. | support |
| 25 | Validate component 25 and collect logs. | ops |
| 26 | Validate component 26 and collect logs. | oncall |
| 27 | Validate component 27 and collect logs. | security |
| 28 | Validate component 28 and collect logs. | platform |
| 29 | Validate component 29 and collect logs. | support |
| 30 | Validate component 30 and collect logs. | ops |
| 31 | Validate component 31 and collect logs. | oncall |
| 32 | Validate component 32 and collect logs. | security |
| 33 | Validate component 33 and collect logs. | platform |
| 34 | Validate component 34 and collect logs. | support |
| 35 | Validate component 35 and collect logs. | ops |
| 36 | Validate component 36 and collect logs. | oncall |
| 37 | Validate component 37 and collect logs. | security |
| 38 | Validate component 38 and collect logs. | platform |
| 39 | Validate component 39 and collect logs. | support |
| 40 | Validate component 40 and collect logs. | ops |
| 41 | Validate component 41 and collect logs. | oncall |
| 42 | Validate component 42 and collect logs. | security |
| 43 | Validate component 43 and collect logs. | platform |
| 44 | Validate component 44 and collect logs. | support |
| 45 | Validate component 45 and collect logs. | ops |
| 46 | Validate component 46 and collect logs. | oncall |
| 47 | Validate component 47 and collect logs. | security |
| 48 | Validate component 48 and collect logs. | platform |
| 49 | Validate component 49 and collect logs. | support |
| 50 | Validate component 50 and collect logs. | ops |
| 51 | Validate component 51 and collect logs. | oncall |
| 52 | Validate component 52 and collect logs. | security |
| 53 | Validate component 53 and collect logs. | platform |
| 54 | Validate component 54 and collect logs. | support |
| 55 | Validate component 55 and collect logs. | ops |
| 56 | Validate component 56 and collect logs. | oncall |
| 57 | Validate component 57 and collect logs. | security |
| 58 | Validate component 58 and collect logs. | platform |
| 59 | Validate component 59 and collect logs. | support |
| 60 | Validate component 60 and collect logs. | ops |
| 61 | Validate component 61 and collect logs. | oncall |
| 62 | Validate component 62 and collect logs. | security |
| 63 | Validate component 63 and collect logs. | platform |
| 64 | Validate component 64 and collect logs. | support |
| 65 | Validate component 65 and collect logs. | ops |
| 66 | Validate component 66 and collect logs. | oncall |
| 67 | Validate component 67 and collect logs. | security |
| 68 | Validate component 68 and collect logs. | platform |
| 69 | Validate component 69 and collect logs. | support |
| 70 | Validate component 70 and collect logs. | ops |
| 71 | Validate component 71 and collect logs. | oncall |
| 72 | Validate component 72 and collect logs. | security |
| 73 | Validate component 73 and collect logs. | platform |
| 74 | Validate component 74 and collect logs. | support |
| 75 | Validate component 75 and collect logs. | ops |
| 76 | Validate component 76 and collect logs. | oncall |
| 77 | Validate component 77 and collect logs. | security |
| 78 | Validate component 78 and collect logs. | platform |
| 79 | Validate component 79 and collect logs. | support |
| 80 | Validate component 80 and collect logs. | ops |
Change management
Changes should follow a release checklist and include rollback steps.
Checklist item 1
- Validate impacted module: module_1
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 2
- Validate impacted module: module_2
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 3
- Validate impacted module: module_3
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 4
- Validate impacted module: module_4
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 5
- Validate impacted module: module_5
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 6
- Validate impacted module: module_6
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 7
- Validate impacted module: module_7
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 8
- Validate impacted module: module_8
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 9
- Validate impacted module: module_9
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 10
- Validate impacted module: module_10
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 11
- Validate impacted module: module_11
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 12
- Validate impacted module: module_12
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 13
- Validate impacted module: module_13
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 14
- Validate impacted module: module_14
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 15
- Validate impacted module: module_15
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 16
- Validate impacted module: module_16
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 17
- Validate impacted module: module_17
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 18
- Validate impacted module: module_18
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 19
- Validate impacted module: module_19
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 20
- Validate impacted module: module_20
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 21
- Validate impacted module: module_21
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 22
- Validate impacted module: module_22
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 23
- Validate impacted module: module_23
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 24
- Validate impacted module: module_24
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 25
- Validate impacted module: module_25
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 26
- Validate impacted module: module_26
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 27
- Validate impacted module: module_27
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 28
- Validate impacted module: module_28
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 29
- Validate impacted module: module_29
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 30
- Validate impacted module: module_30
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 31
- Validate impacted module: module_31
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 32
- Validate impacted module: module_32
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 33
- Validate impacted module: module_33
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 34
- Validate impacted module: module_34
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 35
- Validate impacted module: module_35
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 36
- Validate impacted module: module_36
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 37
- Validate impacted module: module_37
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 38
- Validate impacted module: module_38
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 39
- Validate impacted module: module_39
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed
Checklist item 40
- Validate impacted module: module_40
- Confirm database migrations
- Confirm seed data compatibility
- Confirm notification templates
- Confirm access review if needed