Complete Incident Opening Workflow - Current State¤
Date: October 10, 2025 Status: Reference documentation BEFORE P4/P5 modification
📋 Overview¤
The incident opening workflow in FireFighter follows a multi-step process that varies according to the incident priority (P1 to P5).
🔍 Priority Determination Logic¤
Priority is automatically calculated from selected impacts:
- P1-P3 →
response_type = "critical"→ Critical incident with dedicated Slack channel - P4-P5 →
response_type = "normal"→ Normal incident with only a Jira ticket
Calculation: priority_value < 4 ? "critical" : "normal"
📊 Complete Workflow by Priority¤
PART 1: CRITICAL Incidents Workflow (P1/P2/P3)¤
┌─────────────────────────────────────────────────────────────┐
│ STEP 0: Intro │
│ - Welcome message │
│ - Warning if recent incidents in the last hour │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 1: Set Impacts (SelectImpactForm) │
│ ───────────────────────────────────────────────────────── │
│ Dynamic fields for each ImpactType: │
│ • Business Impact (HIGH/MEDIUM/LOW/LOWEST/NO) │
│ • Operational Impact (HIGH/MEDIUM/LOW/LOWEST/NO) │
│ • Technical Impact (HIGH/MEDIUM/LOW/LOWEST/NO) │
│ │
│ → Auto-calculates priority_value and response_type │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 2: Priority/SLA Display (Response Type Block) │
│ ───────────────────────────────────────────────────────── │
│ Displays (non-editable): │
│ • 🔴 Selected priority: P1/P2/P3 - Description │
│ • ⏱️ SLA: 15 min / 30 min / 1 hour │
│ • :gear: Process: :slack: Slack :jira_new: Jira ticket │
│ • :pushpin: Selected impacts: [detailed list] │
│ • :warning: Critical incidents are for emergency only │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 3: Select Incident Type │
│ ───────────────────────────────────────────────────────── │
│ 📝 "Then, select the type of issue / affected users" │
│ │
│ Dropdown with ONLY 1 option: │
│ • "Critical" → OpeningCriticalModal │
│ │
│ ⚠️ This step is HIDDEN because len(INCIDENT_TYPES) == 1 │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 4: Set Details (CreateIncidentFormSlack) │
│ ───────────────────────────────────────────────────────── │
│ OpeningCriticalModal form: │
│ • title (CharField, 10-128 chars) │
│ • description (TextField, 10-1200 chars) │
│ • incident_category (GroupedModelChoiceField) │
│ • environment (ModelChoiceField) │
│ • priority (HiddenInput - already determined) │
│ │
│ ✅ NO "suggested_team_routing" field │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 5: Review & Submit │
│ ───────────────────────────────────────────────────────── │
│ Displays: │
│ • :slack: Dedicated Slack channel will be created │
│ • ~X responders will be invited │
│ • :jira_new: Associated Jira ticket will be created │
│ • :pagerduty: (if outside office hours) │
│ │
│ Button: "Create the incident" │
└─────────────────────────────────────────────────────────────┘
↓
[INCIDENT CREATED]
↓
[Slack Channel + Jira Ticket + PagerDuty]
PART 2: NORMAL Incidents Workflow (P4/P5) - RAID MODULE¤
┌─────────────────────────────────────────────────────────────┐
│ STEP 0: Intro │
│ - Welcome message │
│ - Warning if recent incidents in the last hour │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 1: Set Impacts (SelectImpactForm) │
│ ───────────────────────────────────────────────────────── │
│ Dynamic fields for each ImpactType: │
│ • Business Impact (HIGH/MEDIUM/LOW/LOWEST/NO) │
│ • Operational Impact (HIGH/MEDIUM/LOW/LOWEST/NO) │
│ • Technical Impact (HIGH/MEDIUM/LOW/LOWEST/NO) │
│ │
│ → Auto-calculates priority_value=4 or 5 and response_type="normal" │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 2: Priority/SLA Display (Response Type Block) │
│ ───────────────────────────────────────────────────────── │
│ Displays (non-editable): │
│ • 🟡/🟢 Selected priority: P4/P5 - Description │
│ • ⏱️ SLA: 2 days / 5 days │
│ • :gear: Process: :jira_new: Jira ticket │
│ • :pushpin: Selected impacts: [detailed list] │
│ • (NO "critical incidents" warning) │
└─────────────────────────────────────────────────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 3: Select Incident Type ⚠️ IMPORTANT STEP │
│ ───────────────────────────────────────────────────────── │
│ 📝 "Then, select the type of issue / affected users" │
│ │
│ Dropdown with 5 OPTIONS (defined in raid/apps.py): │
│ • "Customer" → OpeningRaidCustomerModal │
│ • "Seller" → OpeningRaidSellerModal │
│ • "Internal" → OpeningRaidInternalModal │
│ • "Documentation request" → OpeningRaidDocumentationModal │
│ • "Feature request" → OpeningRaidFeatureRequestModal │
│ │
│ ✅ This step is VISIBLE because len(INCIDENT_TYPES) > 1 │
└─────────────────────────────────────────────────────────────┘
↓
┌────────────────┴────────────────┐
↓ ↓
[CUSTOMER/SELLER/INTERNAL] [DOCUMENTATION/FEATURE REQUEST]
↓ ↓
┌─────────────────────────────┐ ┌─────────────────────────────┐
│ STEP 4a: Set Details │ │ STEP 4b: Set Details │
│ (CreateNormal...FormSlack) │ │ (CreateRaid...FormSlack) │
│ ─────────────────────────── │ │ ─────────────────────────── │
│ COMMON Fields: │ │ COMMON Fields: │
│ • incident_category │ │ • incident_category │
│ • platform (FR/DE/IT/ES/UK) │ │ • platform (FR/DE/IT/ES/UK) │
│ • title (10-128 chars) │ │ • title (10-128 chars) │
│ • description (10-1200) │ │ • description (10-1200) │
│ • suggested_team_routing ✅ │ │ • suggested_team_routing ✅ │
│ • priority (HiddenInput) │ │ • priority (HiddenInput) │
│ │ │ │
│ SPECIFIC Fields: │ │ (No specific fields) │
│ [If CUSTOMER] │ │ │
│ • zendesk_ticket_id │ │ │
│ │ │ │
│ [If SELLER] │ │ │
│ • seller_contract_id │ │ │
│ • is_key_account (bool) │ │ │
│ • is_seller_in_golden_list │ │ │
│ • zoho_desk_ticket_id │ │ │
│ │ │ │
│ [If INTERNAL] │ │ │
│ (no additional fields) │ │ │
└─────────────────────────────┘ └─────────────────────────────┘
↓ ↓
└────────────────┬────────────────┘
↓
┌─────────────────────────────────────────────────────────────┐
│ STEP 5: Review & Submit │
│ ───────────────────────────────────────────────────────── │
│ Displays: │
│ • :jira_new: A Jira ticket will be created │
│ • (NO mention of Slack channel) │
│ • (NO mention of PagerDuty) │
│ │
│ Button: "Create the incident" │
└─────────────────────────────────────────────────────────────┘
↓
[JIRA TICKET CREATED]
↓
[Ticket in the feature team board]
🎯 Summary of Key Differences¤
| Aspect | P1/P2/P3 (Critical) | P4/P5 (Normal/RAID) |
|---|---|---|
| Process | Slack + Jira + PagerDuty | Jira only |
| STEP 3: Select Type | HIDDEN (only 1 option) | VISIBLE (5 options) |
| Feature Team | ❌ NOT present | ✅ PRESENT in all forms |
| Details Form | CreateIncidentFormSlack | CreateNormal...FormSlack (5 variants) |
| Specific Fields | None | zendesk_ticket_id, seller_contract_id, etc. |
| Jira Destination | Critical incident ticket | Feature team board ticket |
📌 suggested_team_routing Field¤
Definition¤
# File: src/firefighter/raid/forms.py, line 82-86
suggested_team_routing = forms.ModelChoiceField(
queryset=FeatureTeam.objects.only("name").order_by("name"),
label="Feature Team or Train",
required=True,
)
Field Presence¤
| Incident Type | Present in form? |
|---|---|
| P1/P2/P3 (Critical) | ❌ NO |
| P4/P5 - Customer | ✅ YES |
| P4/P5 - Seller | ✅ YES |
| P4/P5 - Internal | ✅ YES |
| P4/P5 - Documentation | ✅ YES |
| P4/P5 - Feature Request | ✅ YES |
Usage¤
The suggested_team_routing field is used to: 1. Route the Jira ticket to the correct team board 2. Automatically assign the ticket to the responsible team 3. Notify the concerned team members
🔧 Source Code References¤
1. Response Type Determination¤
File: src/firefighter/slack/views/modals/open.py:437-439
# Default fallback: P1/P2/P3 = critical, P4/P5 = normal
response_type = cast("ResponseType", "critical" if priority_value < 4 else "normal")
open_incident_context["response_type"] = response_type
2. Incident Types Configuration¤
File: src/firefighter/slack/views/modals/open.py:52-65
INCIDENT_TYPES: dict[ResponseType, dict[str, dict[str, Any]]] = {
"critical": {
"critical": {
"label": "Critical",
"slack_form": OpeningCriticalModal,
},
},
"normal": {
"normal": {
"label": "Normal",
"slack_form": OpeningCriticalModal, # Overridden by RAID
},
},
}
File: src/firefighter/raid/apps.py:32-53 (OVERRIDE at startup)
INCIDENT_TYPES["normal"] = {
"CUSTOMER": {
"label": "Customer",
"slack_form": OpeningRaidCustomerModal,
},
"SELLER": {
"label": "Seller",
"slack_form": OpeningRaidSellerModal,
},
"INTERNAL": {
"label": "Internal",
"slack_form": OpeningRaidInternalModal,
},
"DOCUMENTATION_REQUEST": {
"label": "Documentation request",
"slack_form": OpeningRaidDocumentationRequestModal,
},
"FEATURE_REQUEST": {
"label": "Feature request",
"slack_form": OpeningRaidFeatureRequestModal,
},
}
3. STEP 3 Display Logic¤
File: src/firefighter/slack/views/modals/open.py:258-290
@staticmethod
def get_select_incident_type_blocks(
open_incident_context: OpeningData,
incident_type_value: str | None,
) -> list[Block]:
response_type = open_incident_context.get("response_type")
if (
response_type is None
or response_type not in INCIDENT_TYPES
or len(INCIDENT_TYPES[response_type]) == 1 # ← HIDE if only 1 option
):
return []
# ... displays dropdown with options
🎯 Conclusion¤
The current workflow works as follows:
-
For P1/P2/P3: Simplified workflow with 4 steps (intro, impacts, priority display, details)
- No type selection (automatically hidden)
- No feature team field
- Creates Slack channel + Jira ticket
-
For P4/P5: Complete workflow with 5 steps (intro, impacts, priority display, type selection, details)
- Mandatory incident type selection (Customer/Seller/Internal/Doc/Feature)
- Feature team field present in ALL forms
- Creates only a Jira ticket in the team board
Current blocker: STEP 3 "Select type" is NECESSARY for P4/P5 because it determines which form to display (Customer vs Seller vs Internal, etc.), each having different specific fields.