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You can't runbook these sort of issues... You can ensure you have the knowledge and tools to root cause the problem.
by donalhunt 6y ago
You can't runbook these sort of issues... You can ensure you have the knowledge and tools to root cause the problem.
- rantwasp 6y agoyou most definitely can and you should. there are steps that you can do to gather the info and the linked example shows basic things to try. when you exhaust the run-book is when you start digging
- donalhunt 6y agoI agree with the point around information gathering. Good technical teams have guides for endusers to collect relevant information. In this case the engineering team may have shared information with the TSCs to help narrow down the root cause. This also highlights why support agents shouldn't be 100 engaged with customers. They need time to review and amend runbooks, consult with engineering teams, etc.