2022-08-30: Unreachable Kubernetes API in design.gitlab.com

Incident Roles

The DRI for this incident is the incident issue assignee, see roles and responsibilities.

Roles when the incident was declared:

• Incident Manager (IMOC): @reprazent, @splattael (Shadow), @mksionek (Shadow)
• Engineer on-call (EOC): @igorwwwwwwwwwwwwwwwwwwww

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:

1. Customer Impact: Human-friendly 1-sentence statement on impacted
2. Service Impact: service:: labels of services impacted by this incident
3. Impact Duration: 12:07 UTC - 16:07 UTC (240 minutes)
4. Root cause: TBD

Timeline

Recent Events (available internally only):

• Deployments
• Feature Flag Changes
• Infrastructure Configurations
• GCP Events (e.g. host failure)
• Gitlab.com Latest Updates

All times UTC.

2022-08-30

• 12:07 - @pgascouvaillancourt declares incident in Slack.
• 14:20 - @igorwwwwwwwwwwwwwwwwwwww elevates to severity2 due to deployment blocker on staging.
• 15:55 - @mchacon3 preps MR to roll out manual fix with SHA change to match production.
• 16:05 - After several attempts (1 MR's branch was too long and another MR tried to do full integration testing with building an environments that APIs didn't exist), it was decided by @igorwwwwwwwwwwwwwwwwwwww @mchacon3 @marknuzzo to abandon this route.
• 16:06 - @mchacon3 make direct change to reference latest successful SHA and design-staging on https://gitlab.com/gitlab-org/gitlab-services/cluster-management/-/clusters went to green.
• 16:07 - @igorwwwwwwwwwwwwwwwwwwww restarts most recent failed job and job succeeds.

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:

• Corrective action
• Investigation followup
• Confidential / Support contact
• QA investigation
• Infradev

Takeaways

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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.

• @mchacon3 to follow-up with @devin to determine the next steps on what corrective action should be taken to identify and fix root cause of original bad SHA so that this incident can transition to IncidentResolved
• Though outside of the scope of this incident, it's worth noting that version-staging in https://gitlab.com/gitlab-org/gitlab-services/cluster-management/-/clusters is in red at the moment. If the corrective action for design-staging is something that can be carried over to version-staging, it should be considered so that everything is in green.

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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

1. Who was impacted by this incident? (i.e. external customers, internal customers)
   1. ...
2. What was the customer experience during the incident? (i.e. preventing them from doing X, incorrect display of Y, ...)
   1. ...
3. How many customers were affected?
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4. If a precise customer impact number is unknown, what is the estimated impact (number and ratio of failed requests, amount of traffic drop, ...)?
   1. ...

What were the root causes?

• ...

Incident Response Analysis

1. How was the incident detected?
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2. How could detection time be improved?
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3. How was the root cause diagnosed?
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4. How could time to diagnosis be improved?
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5. How did we reach the point where we knew how to mitigate the impact?
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6. How could time to mitigation be improved?
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7. What went well?
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Post Incident Analysis

1. Did we have other events in the past with the same root cause?
   1. ...
2. Do we have existing backlog items that would've prevented or greatly reduced the impact of this incident?
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3. Was this incident triggered by a change (deployment of code or change to infrastructure)? If yes, link the issue.
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What went well?

• ...

Guidelines

• Blameless RCA Guideline

Resources

1. If the Situation Zoom room was utilised, recording will be automatically uploaded to Incident room Google Drive folder (private)