| """Text for triage items (R08, R10, R11, R12, R13, R18) and for the complaint about an alert that was right. |
| |
| In E5 the triage items are answers in the on-call survey: first person, written by whoever was annoyed, not |
| tickets (R2). Everywhere else they are queue tickets.""" |
|
|
| from __future__ import annotations |
|
|
| import datetime as dt |
|
|
| from . import evidence as ev |
| from . import variety |
| from .items import Ticket |
| from .people import crew |
| from .prose_svc import _day, _key, paged_team |
| from .xscen import ip, pods, series |
|
|
|
|
| def _survey(w, item) -> bool: |
| return w.family == "E5" and item.code in variety.SURVEY_CODES |
|
|
|
|
| def generic_runbook(alert: str, w=None) -> str: |
| opts = [f"""--- |
| alerts: [{alert}] |
| --- |
| # {alert} |
| |
| 1. Check the service dashboard (svc-overview) for the affected service. |
| 2. Look at recent deploys (`#deploys`) before digging further. |
| 3. If the database is involved, loop in database-reliability. |
| """, f"""--- |
| alerts: [{alert}] |
| --- |
| # {alert} |
| |
| Start from svc-overview filtered to the service. Most of the time something was just deployed: check #deploys |
| and the rollout history. Database trouble goes to database-reliability, they have their own rota. |
| """, f"""--- |
| alerts: [{alert}] |
| --- |
| # {alert} |
| |
| - service dashboard first (svc-overview, pick the service) |
| - anything in #deploys in the last hour? roll it back before investigating |
| - DB involved: page database-reliability |
| """] |
| return variety.card(w, "any:R13:runbook", opts) if w is not None else opts[0] |
|
|
|
|
| def r08(item, w, rng) -> Ticket: |
| z, s = item.p["gone"], item.p["svc"] |
| title, body = variety.card(w, "R08", [ |
| (f"{z} is gone", f"`{z}` was switched off on {item.p['date']}; its alerts and its route block are still in " |
| f"here. Please clean them out. `{s}` stays, obviously."), |
| (f"remove {z}", f"Decommissioned on {item.p['date']} ({item.p['team']} confirmed). Whatever still refers to " |
| f"it in rules and routing can go. Don't touch `{s}`."), |
| (f"{z} leftovers", f"{z} has had zero replicas since {item.p['date']} and the deployment is being deleted. " |
| f"Its rules and routing are still in this repo. {s} is the replacement and stays.")]) |
| return Ticket(_key(w, rng), title, body, crew(w, rng, item.p["team"], 1)[0]) |
|
|
|
|
| def severity(item, w, rng) -> Ticket: |
| a = item.p["alert"] |
| who = crew(w, rng, paged_team(w, item.p["svc"]), 1)[0] |
| if item.direction == "up": |
| other = rng.choice([s.name for s in w.services if s.kind == "api"] or ["the API"]) |
| if _survey(w, item): |
| text = variety.card(w, "survey:R10", [ |
| f"{a} should page. Twice now it was the first sign of trouble and both times it sat in Slack for twenty " |
| f"minutes before anyone looked. Customers were unable to complete requests while it was firing.", |
| f"I keep seeing {a} in Slack hours after the fact. It warned us before the backlog took {other} down " |
| f"last month and nobody was paged. Customers could not complete requests. Make it a page.", |
| f"Can we finally make {a} page? Customers cannot complete requests while it is firing. " |
| f"We said so in the ops review and it still only posts to Slack."]) |
| return Ticket(_key(w, rng), f"make {a} page", text, who) |
| title, body = variety.card(w, "R10", [ |
| (f"make {a} page", f"{a}: make it page. It caught the last two incidents before customers did, and both " |
| f"times it sat in Slack for twenty minutes before anyone looked."), |
| (f"{a} should wake someone up", f"Can {a} page please? It's the only thing that warned us before the " |
| f"backlog took {other} down last month."), |
| (f"{a} to page", f"We agreed in the ops review that {a} should wake someone up. Right now it only posts to " |
| f"Slack.")]) |
| return Ticket(_key(w, rng), title, body, who) |
| if _survey(w, item): |
| text = variety.card(w, "survey:R11", [ |
| f"{a} pages whoever's on call at 3 a.m. and there is nothing I can do about it until the upstream team is " |
| f"in. It should be a ticket for the owning team.", |
| f"Third night this month {a} paged me and the answer was \"wait for business hours\". That's a ticket, " |
| f"not a page.", |
| f"Nobody can act on {a} at night. I ack it and go back to sleep. Put it in the team's queue instead."]) |
| return Ticket(_key(w, rng), f"{a} shouldn't page", text, who) |
| title, body = variety.card(w, "R11", [ |
| (f"{a} shouldn't page", f"{a} pages whoever's on call at 3 a.m. and there is nothing they can do about it until " |
| f"the upstream team is in. It should go to the team's queue instead."), |
| (f"{a}: ticket, not page", f"Nobody can act on {a} at night. It should be a ticket for the owning team, not a " |
| f"page."), |
| (f"stop paging for {a}", f"Third night this month {a} paged and the answer was \"wait for business hours\". " |
| f"Make it a ticket.")]) |
| return Ticket(_key(w, rng), title, body, who) |
|
|
|
|
| def r12(item, w, rng) -> Ticket: |
| a = item.p["alert"] |
| who = crew(w, rng, paged_team(w, item.p["svc"]), 1)[0] |
| if _survey(w, item): |
| text = variety.card(w, "survey:R12", [ |
| f"The Slack message for {a} just says \"p99 latency above 500ms on\" and then nothing. Which pod? Which " |
| f"service? I have to open Prometheus to find out.", |
| f"Small one: {a} notifications end mid-sentence (\"... on\"). I'd like to know what they're about without " |
| f"clicking through.", |
| f"Got {a} in Slack at night: \"p99 latency above 500ms on\". On what? I spent five minutes finding out."]) |
| return Ticket(_key(w, rng), f"{a} message is cut off", text, who) |
| title, body = variety.card(w, "R12", [ |
| (f"{a} message is cut off", f"The Slack message for {a} just says \"p99 latency above 500ms on\" and then " |
| f"nothing. Which pod? Which service? I have to open Prometheus to find out."), |
| (f"{a} notifications end mid-sentence", f"{a} notifications end mid-sentence (\"... on\"). Please make them say " |
| f"what they're about."), |
| (f"{a}: summary doesn't say what's slow", f"Got {a} in Slack last night: \"p99 latency above 500ms on\". On " |
| f"what? Summary needs to name the thing that's slow.")]) |
| return Ticket(_key(w, rng), title, body, who) |
|
|
|
|
| def r13(item, w, rng) -> Ticket: |
| a = item.p["alert"] |
| who = crew(w, rng, "sre", 1)[0] |
| if _survey(w, item): |
| text = variety.card(w, "survey:R13", [ |
| f"The runbook link on {a} goes to the old wiki, which 404s since the migration. There's a runbook for it " |
| f"in the repo, I checked.", |
| f"Clicked the runbook on {a} mid-incident and got the old Confluence 404. Fun.", |
| f"Please go through the runbook links. {a} still points at the old wiki, which is gone."]) |
| return Ticket(_key(w, rng), f"{a} runbook link 404s", text, who) |
| title, body = variety.card(w, "R13", [ |
| (f"{a} runbook link 404s", f"The runbook link on {a} goes to the old wiki, which 404s since the migration. " |
| f"There is a runbook for it in the repo."), |
| (f"dead runbook link on {a}", f"{a}'s runbook link is dead (old wiki). Point it where the rest of them point."), |
| (f"{a}: runbook goes to the old wiki", f"Clicked the runbook on {a} mid-incident and got the old Confluence " |
| f"404. Please fix the link.")]) |
| return Ticket(_key(w, rng), title, body, who) |
|
|
|
|
| def r18(item, w, rng) -> Ticket: |
| who = crew(w, rng, "sre", 1)[0] |
| if _survey(w, item): |
| text = variety.card(w, "survey:R18", [ |
| f"Why do I get {item.NEW} and {item.OLD} for the same disk, every single time? {item.OLD} is the old one.", |
| f"{item.OLD} and {item.NEW} always fire together. One of them has to go, and {item.OLD} is the older one.", |
| f"Two alerts for one full disk ({item.OLD} and {item.NEW}). I'd keep {item.NEW}."]) |
| return Ticket(_key(w, rng), "duplicate disk alerts", text, who) |
| title, body = variety.card(w, "R18", [ |
| ("duplicate disk alerts", f"We get {item.NEW} and {item.OLD} for the same thing, every time. {item.OLD} is the " |
| f"old one."), |
| (f"drop {item.OLD}", f"{item.OLD} and {item.NEW} always fire together. Drop {item.OLD}, it's the older of the two."), |
| (f"{item.OLD} duplicates {item.NEW}", f"Every disk alert arrives twice, once as {item.OLD} and once as " |
| f"{item.NEW}. {item.NEW} is the newer one; keep that and drop the other.")]) |
| return Ticket(_key(w, rng), title, body, who) |
|
|
|
|
| def kept(k, w, rng) -> Ticket: |
| s = k.svc |
| date = _day(w, rng, 2, 16) |
| clock = ev.Clock(date, "02:40", w.company.utc_offset, w.company.tz_label) |
| n = 60 |
| act = [int(v) for v in [60 + (m * 0.4 if m < 20 else 8 + (m - 20) * 2.2) for m in range(n + 1)]] |
| act = [min(v, 97) if m < 45 else 30 for m, v in enumerate(act)] |
| pod = pods(rng, s.name, 1)[0] |
| lab = {"service": s.name, "pod": pod, "instance": f"{ip(rng)}:8080", "namespace": w.namespace} |
| raws = [series("db_pool_connections_active", lab, act), series("db_pool_connections_max", lab, [100] * (n + 1))] |
| path = f"incidents/{w.cal.inc(date, '02:40', 30)}" |
| peak = next((m for m, v in enumerate(act) if v >= 96), 30) |
| files = {f"{path}/query-range/{s.name}-db-pool.json": ev.query_range(raws, clock), |
| f"{path}/app.log": app_log(rng, clock, s.name, pod, peak)} |
| text = variety.card(w, "kept", [ |
| f"{k.alert} paged me at {clock.hm(peak - 5)} for nothing. Nobody complained, it resolved by itself. " |
| f"Can we make it less jumpy? Pool numbers and the app log from that night are in `{path}/`.", |
| f"Woken up by {k.alert} at {clock.hm(peak - 5)}. I don't think it was real, the service looked fine by the " |
| f"time I had a laptop open. Stuff from that night: `{path}/`.", |
| f"I got {k.alert} at {clock.hm(peak - 5)} and by the time my laptop was open {s.name} was fine. Was it ever " |
| f"real? Pool graph and logs: `{path}/`."]) |
| return Ticket(_key(w, rng), f"{k.alert} woke me up", text, crew(w, rng, paged_team(w, s.name), 1)[0], files) |
|
|
|
|
| def app_log(rng, clock, svc: str, pod: str, peak: int) -> str: |
| """The app's log around the pool running dry (R8): bursts of failed requests with request ids, warnings about |
| slow checkouts before it, ordinary lines around it.""" |
| lines = [] |
| t = (peak - 6) * 60.0 |
| while t < (peak + 6) * 60: |
| sec = rng.uniform(0.2, 9.0) if peak * 60 - 30 < t < peak * 60 + 120 else rng.uniform(4, 40) |
| t += sec |
| stamp = (clock.local(0) + dt.timedelta(seconds=t)).strftime("%Y-%m-%dT%H:%M:%S.%f")[:-3] |
| rid = "".join(rng.choice("0123456789abcdef") for _ in range(16)) |
| m = t / 60 |
| if peak - 1 <= m < peak + 3 and rng.random() < 0.7: |
| lines.append(f"{stamp} ERROR [{svc},{rid}] pool: FATAL: sorry, too many clients already") |
| elif peak - 4 <= m < peak + 3 and rng.random() < 0.5: |
| lines.append(f"{stamp} WARN [{svc},{rid}] pool: connection checkout took {rng.uniform(1.2, 4.8):.1f}s " |
| f"(active={rng.randint(88, 99)}, max=100)") |
| else: |
| lines.append(f"{stamp} INFO [{svc},{rid}] {rng.choice(['GET', 'GET', 'POST'])} /v1/{rng.choice(['items', 'orders', 'search', 'accounts'])} " |
| f"{rng.choice([200, 200, 200, 204, 404])} {rng.randint(8, 240)}ms") |
| return "\n".join(lines) + "\n" |
|
|
