Decide on Teams for Escalations

Problem

Teams need to be notified of incidents tied to services that affect them.

Solution

Come up with a table of services and the teams or business units responsible for them.

Services are associated with incidents

Incidents are escalated to teams

Other Considerations

• Should the teams map to products, services or business units?

• Should we map the teams to existing teams in IdP or directly associate users to teams in OpsGenie?

Here’s how we think about teams:

note

Members can also be handled by the IdP integration, but the teams still need to be defined in OpsGenie)

teams:
  - name: cloudplatform
    description: "Cloud Platform Team"
    members:
      - username: [email protected]
        role: admin
      - username: [email protected]
        role: admin

  - name: security
    description: "Security Team"
    members:
      - username: [email protected]
        role: admin
      - username: [email protected]
        role: admin

  - name: compliance-engineering
    description: "Compliance Engineering Team"
    members:
      - username: [email protected]
        role: admin
      - username: [email protected]
        role: admin