2022-03-09: `/dashboard/issues` and `/dashboard/merge_requests` causing 500 for some users
Incident DRI
Current Status
More information will be added as we investigate the issue. For customers believed to be affected by this incident, please subscribe to this issue or monitor our status page for further updates.
Summary for CMOC notice / Exec summary:
- Customer Impact: a small number of users see a 500 error when accessing their issue and MR dashboard (example)
- Service Impact: ServiceGitLab Rails
- Impact Duration: 22:30 - 13:18 + 1 ( 888 minutes )
- Root cause: RootCauseSoftware-Change gitlab-org/gitlab!81430 (merged)
Timeline
Recent Events (available internally only):
- Deployments
- Feature Flag Changes
- Infrastructure Configurations
- GCP Events (e.g. host failure)
All times UTC.
2022-03-09
-
10:30
- gitlab-org/gitlab!81430 (merged) is deployed to production -
23:19
- @peterhegman declares incident in Slack. -
23:41
- downgraded to severity3 based on low number of request errors -
23:52
- follow-up issue assigned to devopsplan stage gitlab-org/gitlab#355117 (closed)
2022-03-10
-
01:14
- while preparing an MR with the fix, we pivoted to reverting the root-cause MR instead. -
01:42
- MR to revert change is in review gitlab-org/gitlab!82558 (merged) -
02:12
- MWPS set on gitlab-org/gitlab!82558 (merged) -
10:14
- @euko verifies fix as working on gcny -
13:18
- fix deployed to production
Create related issues
Use the following links to create related issues to this incident if additional work needs to be completed after it is resolved:
Takeaways
- As an IMOC, when I follow links to ops.gitlab.net (), I get a 404 due to lack of permissions. It would be nice to be able to follow these so I can help keep an eye on things. Examples:
- Auto-deploy messages from
#f_upcoming_release
https://ops.gitlab.net/gitlab-org/release/tools/-/pipelines/1083560 - Deployment links from Deployments https://ops.gitlab.net/gitlab-com/gl-infra/deployer/-/jobs/6513609
- Auto-deploy messages from
Corrective Actions
Corrective actions should be put here as soon as an incident is mitigated, ensure that all corrective actions mentioned in the notes below are included.
- ...
Note: In some cases we need to redact information from public view. We only do this in a limited number of documented cases. This might include the summary, timeline or any other bits of information, laid out in out handbook page. Any of this confidential data will be in a linked issue, only visible internally. By default, all information we can share, will be public, in accordance to our transparency value.
Click to expand or collapse the Incident Review section.
Incident Review
-
Ensure that the exec summary is completed at the top of the incident issue, the timeline is updated and relevant graphs are included in the summary -
If there are any corrective action items mentioned in the notes on the incident, ensure they are listed in the "Corrective Action" section -
Fill out relevant sections below or link to the meeting review notes that cover these topics
Customer Impact
-
Who was impacted by this incident? (i.e. external customers, internal customers)
- ...
-
What was the customer experience during the incident? (i.e. preventing them from doing X, incorrect display of Y, ...)
- ...
-
How many customers were affected?
- ...
-
If a precise customer impact number is unknown, what is the estimated impact (number and ratio of failed requests, amount of traffic drop, ...)?
- ...
What were the root causes?
- ...
Incident Response Analysis
-
How was the incident detected?
- ...
-
How could detection time be improved?
- ...
-
How was the root cause diagnosed?
- ...
-
How could time to diagnosis be improved?
- ...
-
How did we reach the point where we knew how to mitigate the impact?
- ...
-
How could time to mitigation be improved?
- ...
-
What went well?
- ...
Post Incident Analysis
-
Did we have other events in the past with the same root cause?
- ...
-
Do we have existing backlog items that would've prevented or greatly reduced the impact of this incident?
- ...
-
Was this incident triggered by a change (deployment of code or change to infrastructure)? If yes, link the issue.
- ...
What went well?
- ...
Guidelines
Resources
- If the Situation Zoom room was utilised, recording will be automatically uploaded to Incident room Google Drive folder (private)