Receiving Runbook Communications

The ICEFLO application provides a  real-time alerting system which can send communications to all Team  Members or Interested Parties in a Runbook. These communications will be  related to current updates on the status of Events, Runbooks and Tasks.

Receiving ICEFLO Communications

All users control how they receive Communications (Comms) from ICEFLO:

  • Two channels are available - SMS and email Comms. Users can configure which of these they would like to receive from My Profile > Settings.
  • Each user enters their <mobile number> and / or <email address> and checks the boxes according to which channels they wish to use, from My Profile > Communication Preferences.  The below example shows Peter will only receive Email Comms and Email escalates. He will not receive SMS messages.

Remember, this is the Users preference. Once the User has been added to a Runbook, communications must be enabled at Runbook level for the User to receive them.

ICEFLO Communication Messages and Enablement

ICEFLO sends emails and SMS Comms. There are two flavours of outbound communication:

  • Comms are standard regular health and progress updates, such as stage and task completions, and are configured by those constructing the Runbook and its contents. For example the Trigger Comms flag may be added to a task of some importance. On completion of the task a communication message will be sent out from ICEFLO to those in the Deployment Team who are set to receive Comms messages.
  • Escalations are messages that indicate attention should be given to or action should be taken on a particular component of the Runbook being executed. Escalations typically indicate where a problem has arisen, for example, when an active implementation RAG status changes from green to amber.  This indicates that the implementation is now forecast to end within the Service Protection Period and the threat of an unplanned outage or rushed backout looms, unless a decision is made in a timely fashion.

    The table below categorises the Communications which are sent from ICEFLO and how they are enabled
Communication Message Communication Type
Trigger
Task Pending Activation Communication Enabling Notify Owner from Task Detail
Task Available for Activation Communication Enabling Notify Owner from Task Detail
Task Activated Communication Enabling Trigger Comms from Task Detail
Task Completed Communication Enabling Trigger Comms from Task Detail
Task Late to Start Communication Enabling Trigger Comms from Task Detail
Task Late to Complete Communication Enabling Trigger Comms from Task Detail
Runbook Activated Communication Opting to Receive Runbooks Communications from the Runbook Details
Runbook Complete Communication Opting to Receive Runbooks Communications from the Runbook Details
Backout Forecast to end after Warning Threshold Communication Opting to Receive Runbooks Communications from the Runbook Details
Implementation End Time forecast to end after Warning Threshold
Escalation Opting to Receive Runbooks Escalations from the Runbook Details
Implementation End Time forecast to Impact Service
Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Backout now forecast to Impact Service Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Raised Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Resolved Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Severity increased from Low to High Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Severity increased from Low to Medium
Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Severity increased from Medium to High
Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Severity decreased from High to Medium
Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Severity decreased from Medium to Low
Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Issue Severity decreased from High to Low
Escalation
Opting to Receive Runbooks Escalations from the Runbook Details
Estimated Resolution Time Passed
These will be sent to anyone who has their Comms switched on to receive Communications or Escalations
If you opt to Receive either Communications or Escalations
Backout Activated These will be sent to anyone who has their Comms switched on to receive Communications or Escalations  If you opt to Receive either Communications or Escalations
Backout Complete These will be sent to anyone who has their Comms switched on to receive Communications or Escalations
If you opt to Receive either Communications or Escalations