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
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: