Blameless Communications Workflow

Use case scenario

A customer asked:

“How can we capture periodic status updates (not state changes) in a way that people can come to a central place and learn the latest status?...”

As an incident progresses through its lifecycle it can get tough for anyone joining the incident later to know quickly what the latest is regarding the incident. Blameless makes this easily achievable by automatically capturing events and adding them to the incident timeline. You can easily see the progression of an incident and key events along the way. Blameless does this using the Communications Workflow tool.

The tool allows you as the Incident Commander, to keep peers, stakeholders and public audiences in the loop as an incident progresses. Draft, preview and approve multiple communications easily via a streamlined workflow and publish across a variety of mediums including Slack, E-mail, SMS, and Statuspage.io applications.

By adding and updating communications status via the Communications workflow, stakeholders stay informed in near real-time. There are two avenues for achieving this:

  • Internal Communications Workflow

  • External Communications Workflow

note

Both methods allow you to capture and provide a running progress report for identified stakeholders (Team). This allows a record to be maintained, showing a timeline of the incident communications.

Slack Credentials

Internal Communications Workflow

Update audiences via Slack, E-mail, and SMS via a standard draft and publish workflow.

External Communications Workflow

Update audiences via Slack, email, SMS and other external channels such as Statuspage.io via a draft, approval, and publish workflow.

Incident timeline and Status Updates

The Blameless Communications Tool can only be reached via an existing Incident. Therefore, if you have not logged an incident, start by creating it.

Refer to the Quick Start Guide for more information on assigning roles, customizing the incident structure, etc. to your new Incident.

External Communications Workflow

Select your incident via the Blameless UI:

  1. Click on the flame icon, left navigation column.

  2. Locate your desired Incident and Click on it.

Add or update an External Communication

  1. To add an External communication: Click on the Add Comm button. A communication modal opens on the right side of the screen.
note

When the Communications model opens, there are two tabs available

  • DRAFT

  • PREVIEW

Select “DRAFT” to build your Communication and “PREVIEW” to review it.

  1. Select the External radio button.

  2. Enter your message.

  3. Enter the e-mail addresses the communication needs to go to.

  4. If you are sending Short Message Service (SMS) texts, enter the name for those team members.

  5. Enter the status page incident information.

  6. If Statuspage.io is integrated and active: Start typing the Incident number or name. A dropdown will appear if there is more than one “hit” in the search.

note

If Statuspage.io is not active, this field will not be listed.

  1. If this is a new Statuspage: Click on the “Select this to create a new Statuspage incident instead” checkbox. When you enter the new title and press ENTER”, the new title appears in the Statuspage text field.

  2. Select the Incident status. The dropdown provides four options.

  3. If Statuspage.io is active, you can elect to create a new Statuspage.io incident ticket name.

  4. Select the “Include Incident link in the message?” slider.

  5. Select a Communication action.

  6. Save as draft (for reviewing).

  7. Set the “Approve” slider to okay the message release. Click on “Send” to forward the update to the members identified above.

note

Until you activate the slider, you can only save the update as a draft.

Internal Communications Workflow

Select your incident via the Blameless UI:

  1. Click on the flame icon, left navigation column.

  2. Locate your desired Incident and Click on it.

From within the Incident window, click on the Comms tab. If there is no comms yet, Blameless will indicate it.

Add or Update an Internal Communication

  1. To add an Internal communication: Click on the Add Comm button. A communication modal opens on the right side of the screen.
note

When the Communications model opens, there are two tabs available

  • DRAFT

  • PREVIEW

Select “DRAFT” to build your Communication and “PREVIEW” to review it.

  1. Select the Internal radio button.

  2. Enter your message.

  3. Enter the E-mail addresses the communication needs to go to.

  4. If you are sending Short Message Service (SMS) texts, enter the name for those team members.

  5. Enter the Slack channel(s) receiving notifications.

  6. Select the “Include Incident link in the message slider.

  7. Select “Save Draft” or “Send”.