What To Write
Once you've resolved an incident, it's always good to write a postmortem (especially for major outages). Postmortems are your opportunity to tell your customers what went wrong and what you're doing to avoid the incident in the future. Whether or not you should write a postmortem really depends on a combination of how important your product is to your customers and how severe the incident was.
To write a successful postmortem, you need to do three things:
- Show understanding of what happened
- Explain your remediation plan
Below is a talk given by Mark Imbriaco at Monitorama explaining these three points in more detail. It's well worth a watch if you have the time.
Creating a Postmortem
Postmortems can only be created once you resolve an incident. In the Incidents tab, select Write Postmortem.
While writing you content, drafts are automatically saved so that you can review content before posting.
Once your draft is ready, click Publish.
Here's what a published Postmortem looks like...
We have set a default size and margin that we believe works really well and results in an easy-to-read postmortem.
Overriding These Styles
As always, you can override the styles that affect your postmortems by using the Custom CSS feature.