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 |