Design: Slack integration for Incident Management
Problem to solve
Please reference the parent epic for a more detailed explanation of the problems to solve. Here is a summary
- Slack is frequently used throughout companies for communication and within DevOps/SRE teams for ChatOps. Our current Slack integration allows you to send issues to pre-configured slack channels where teams collaborate in the fire fight. We need to make this integration bi-directional so that as an incident progresses, the issue in GitLab remains updated with the most recent findings, discussion, status, etc.
- If majority of the discussion is happening in Slack, we need to provide users a way to review the discussion/chain of events after the fact in a Post-Incident Review. This information (discussion, events, actions, etc) needs to be part of a GitLab issue.
Intended users
Sasha the Software Developer
Devon the DevOps Engineer
Sidney the Systems Administrator
Further details
This works supports the vision for Incident Management
There is a native Slack application that allows users to change things in GitLab from Slack using slash commands without setting up a webhook or configuring specific slash commands. This is currently unavailable to self-managed users. If self-managed users want to send events from GitLab to Slack, they must manually configure Slack slash commands through a custom Slack app. @danielgruesso is working on extending it to self-managed users in 12.4
- here is the issue: https://gitlab.com/gitlab-org/gitlab-ce/issues/60706.
Both .com and self-managed users need to set up the Slack Notifications service to send GitLab events to Slack
Steps
- User Journey for how a user will leverage Slack + GitLab during a fire fight utilizing our existing webhook integration
- Review User Journey with engineering and incorporate their feedback
- Review updated User journey with @sarahwaldner and @awhite-gl and refine User Journey for Viable
- Create designs for Viable User Journey
- Create feature issues for
12.4
and12.5
milestones that complete that scope
Outcome/Deliverable
- User journey for Slack experience for Incident Management viable
- Designs supporting issues for
12.4
and12.5
To be completed as part of follow-up issues (linked in related issues)
Link to Murals:
Full Incident Management User Journey
Slack + GitLab User Journey
Link to design files - INSERT LINK