Incident Management Training for IT Operations

CAN Report Examples

CAN REPORT EXAMPLE #1

Hello, I’m ________, your Liaison Officer for this incident.

Conditions:
At 09:53 PST, after returning a server host to the pool, all of the hosts became unresponsive resulting in a loss of access to email and websites.

Actions:
1. Server team accessing the server hosts directly to look for possible causes.
2. Server team spinning up user directory server in the cloud to restore access to email.

Needs:
1. Submit an urgent ticket with VMware for their assistance
2. Retrieve logs from servers, ready to submit to VMware when they respond

This is the end of my report.

CAN REPORT EXAMPLE #2

Hello, I’m ________, your Liaison Officer for this incident.

Condition:
At 17:00 Hour, 20 applications are reporting that users located in the western part of the United States are unable to login. 2500 users are impacted.

Actions:
SREs have determined that a recent code deploy broke the authentication instance used by these users and rollback has been initiated and will be completed in 10 mins.

Needs:
We are waiting for rollback to completed and these impacted instances to rebooted. Next CAN report will be in 17:40 Hours.

This is the end of my report.