1. Screen capture the Views on Zendesk:
Load up the following screen by hitting https://expediaan.zendesk.com/agent/
and screen capture the section below. Please note in the screen shot there are In-flight Escalation cases and we will report it for our handover
2. Gather degradation information:
a. in your mail box by looking at those emails coming from firstname.lastname@example.org that has happened during your shift. Inspect each and observe if EAN is in the Impact. Take note of the incident(s)
b. In Slack Channels #ean-oncall, #ean-outage, and #ean-ftk-alerts , gather any reported degradation even there is no Incident number
3. Handover in Slack:
a. Go to Slack’s #ean-affiliate-support and paste the screen capture from step 1.
b. @ the name of the primary contact which would be the lead of that regional team by default. That is, Chris Lockhart (EMEA), John Shirley (APAC), or Rosali Wolfe (AMER). In case any of them is not on duty that day, it will be any team members in that team who is next available.
c. Report the findings in step 2.
4. Below shows the handover from EMEA team to AMER team:
5. Additional: Report Inflight cases
Report any in-flight cases: e.g. how many inflights and their progress in Step 4 above, after any degradations were reported.