| """Tickets for the E3 routing and inhibition defects (H13, H15, H21, H25).""" |
|
|
| from __future__ import annotations |
|
|
| from . import evidence as ev |
| from . import knobs, then, variety |
| from . import prose_e3 as e3 |
| from .items import Ticket |
| from .people import crew |
| from .prose_svc import _day, _key, _pd_rows, ack, paged_team |
| from .vocab import poss |
|
|
|
|
| def h13(item, w, rng) -> Ticket: |
| quiet = w.notes.get("pd_quiet", set()) |
| s = rng.choice([x for x in w.services if x.kind == "api" and x.name not in quiet] |
| or [x for x in w.services if x.kind == "api"]) |
| date = _day(w, rng, 2, 10) |
| clock = ev.Clock(date, rng.choice(["03:20", "05:05", "22:30", "01:50"]), w.company.utc_offset, w.company.tz_label) |
| lab = then.labels(w, f"{s.camel}Down", s.name) or {"alertname": f"{s.camel}Down", "service": s.name, |
| "severity": "page", "team": paged_team(w, s.name)} |
| rows = [{"created_on": clock.iso(0), "service_name": f"{then.pager(w, lab) or 'sre'} (prod)", "title": then.title(w, lab), |
| "urgency": "high", "status": "resolved", "acknowledged_by": ack(w, rng, "sre"), "resolved_on": clock.iso(34)}] |
| path = f"incidents/{w.cal.inc(date, clock.hm(0), 2)}" |
| files = {f"{path}/pagerduty-incidents.csv": ev.pagerduty_csv(_pd_rows(rng, w, clock, rows))} |
| team = paged_team(w, s.name) |
| title, body = variety.card(w, "H13", [ |
| (f"{team} on-call never got {s.camel}Down on {clock.day()}; SRE did", |
| f"SRE got paged at {clock.hm(0)}, called around for twenty minutes to find who owns {s.name}, and only then " |
| f"woke {team}. Every team has had its own rota since {item.p['quarter']}. SRE still wants to see every " |
| f"page, just not be the one paged for it. PD export: `{path}/`."), |
| (f"pages still go to the SRE pager", |
| f"{team} haven't been paged directly once this month; everything goes through the SRE pager first. " |
| f"That was meant to end when the team rotas started. SRE keep watching pages in #sre-fyi. See `{path}/`."), |
| (f"SRE is still everyone's first pager", |
| f"{w.cal.rel(clock.local(0).date())[:1].upper() + w.cal.rel(clock.local(0).date())[1:]} at {clock.hm(0)} the SRE " |
| f"phone rang for {s.camel}Down, and SRE had to find and wake {team}. Team rotas have been live since " |
| f"{item.p['quarter']}; pages should go to them directly, and SRE only wants the copy in #sre-fyi. `{path}/`.")]) |
| if knobs.on("e3-evidence"): |
| files.update(e3.h13_packet(item, w, path, lambda rows: _pd_rows(rng, w, clock, rows), clock)) |
| body += variety.card(w, "H13:extra", [ |
| " The SRE PagerDuty export for the last two weeks and the routes check someone ran after the rota change " |
| "are there too.", |
| " Also in there: two weeks of the SRE service's PagerDuty history and the routes test from after the rota " |
| "change.", |
| " Next to it are the SRE PagerDuty export (last 14 days) and the output of the routes test somebody ran " |
| "when the rotas changed."]) |
| return Ticket(_key(w, rng), title, body, crew(w, rng, "sre", 1)[0], files) |
|
|
|
|
| def h15(item, w, rng) -> Ticket: |
| t = item.p["team"] |
| teamless = w.notes.get("teamless", set()) |
| s = next((x for x in w.services if x.team == t and x.name not in teamless), |
| next((x for x in w.services if x.team == t), None)) |
| alert = f"{s.camel}Down" if s else "their Down alert" |
| date = _day(w, rng, 2, 12) |
| if w.notes.get("pd_via"): |
| |
| opts = [(f"{t} haven't been paged in weeks", |
| f"{alert} fired on {date[5:]}. SRE got it and called {t}; the {t} rota itself got nothing, and " |
| f"neither did #{t}-alerts. Tickets for them do arrive in Jira. Their routing is the oldest block in " |
| f"the file and nobody has looked at it since the rota started."), |
| (f"{t}: their own pager never rings", |
| f"{poss(t)} on-call has had PagerDuty set up for months and it has never paged them; everything comes " |
| f"through SRE. Their routing block is the oldest in the file."), |
| (f"{t} pager silent since the rota started", |
| f"Not one page has reached the {t} rota directly; SRE forwards them by phone. Their Jira tickets " |
| f"arrive fine. The {t} block in the Alertmanager config predates everyone else's.")] |
| else: |
| opts = [(f"{t} haven't been paged in weeks", |
| f"{alert} fired on {date[5:]} and only ever showed up in #{t}-alerts. Nobody on the {t} rota got a " |
| f"page. Tickets for them do arrive in Jira. Their routing is the oldest block in the file."), |
| (f"{t}: pages end up in Slack only", |
| f"{poss(t)} on-call says they get Slack messages for pages but PagerDuty stays quiet, since forever as far as " |
| f"they can tell."), |
| (f"no PagerDuty for {t}", |
| f"{t} see their pages as Slack messages in #{t}-alerts, and their phones never ring. Tickets and " |
| f"warnings are fine. Somebody on {t} found out the hard way on {date[5:]}.")] |
| title, body = variety.card(w, "H15", opts) |
| files = {} |
| if knobs.on("e3-evidence"): |
| path = f"incidents/{w.cal.inc(date, '12:00')}" |
| files = e3.h15_packet(item, w, path, date, alert) |
| body += variety.card(w, "H15:extra", [f" Their channel export for the last two weeks is in `{path}/`.", |
| f" `{path}/` has the last two weeks of #{t}-alerts.", |
| f" I exported #{t}-alerts for the past fortnight: `{path}/`."]) |
| return Ticket(_key(w, rng), title, body, crew(w, rng, t, 1)[0], files) |
|
|
|
|
| def h21(item, w, rng) -> Ticket: |
| a = item.p["alerts"] |
| date = _day(w, rng, 2, 12) |
| title, body = variety.card(w, "H21", [ |
| (f"warnings disappear whenever anything is critical", |
| f"While {a[0]} was critical on {date[5:]}, the {a[1]} warning never reached Slack, and neither did " |
| f"any other warning in the namespace. We only want a critical to hold back its own warning copy."), |
| (f"critical alerts mute unrelated warnings", |
| f"A critical {a[0]} silenced every warning in the namespace for an hour, including one we needed. " |
| f"README says what that inhibition is supposed to do."), |
| (f"{a[1]} never showed up in Slack", |
| f"{a[1]} was firing on {date[5:]} (it's in the Explore pull) and never posted. At the same time {a[0]} was " |
| f"critical. Those two have nothing to do with each other.")]) |
| files = {} |
| if knobs.on("e3-evidence"): |
| path = f"incidents/{w.cal.inc(date, '08:00', 100)}" |
| files, at = e3.h21_packet(item, w, path, date) |
| body += variety.card(w, "H21:extra", [ |
| f" Slack export and an Explore pull of `ALERTS` from the morning it happened are in `{path}/`; the " |
| f"{a[1]} warning starts firing at {at} and never shows up in the channel.", |
| f" In `{path}/`: the channel from that morning and an Explore pull of `ALERTS`. {a[1]} goes to firing at " |
| f"{at}; the channel never gets it.", |
| f" The Explore pull of `ALERTS` in `{path}/` has {a[1]} firing from {at}, and the channel export next to " |
| f"it has nothing for it."]) |
| team = paged_team(w, next(x.name for x in w.services if a[1].startswith(x.camel))) |
| return Ticket(_key(w, rng), title, body, crew(w, rng, team, 1)[0], files) |
|
|
|
|
| def h25(item, w, rng) -> Ticket: |
| s = w.svc(item.p["svc"]) |
| date = _day(w, rng, 2, 10) |
| clock = ev.Clock(date, rng.choice(["02:10", "04:40", "23:35"]), w.company.utc_offset, w.company.tz_label) |
| dur = rng.randint(24, 40) |
| if w.notes.get("pd_via"): |
| |
| opts = [(f"{s.name} was down from {clock.hm(0)} to {clock.hm(dur)} and {s.team} never heard", |
| f"The Down page went to the SRE pager with no team on it, and SRE couldn't tell whose it was; the " |
| f"rest of its alerts sit in #alerts-default. {s.name} moved into this Prometheus last sprint. " |
| f"{s.team} own it (ownership.yaml)."), |
| (f"{s.name} alerts reach nobody who owns it", |
| f"{s.name} pages arrive on the SRE pager without a team, and everything else it sends lands in " |
| f"#alerts-default, which nobody reads. They should reach {s.team} like everything else they own."), |
| (f"who owns {s.name} pages?", |
| f"SRE was paged for {s.name} {w.cal.rel(clock.local(0).date())} with no team on the page and spent " |
| f"{dur} minutes on something {s.team} could have fixed in five. {s.name} came over to this Prometheus " |
| f"last sprint.")] |
| else: |
| opts = [(f"{s.name} was down from {clock.hm(0)} to {clock.hm(dur)} and nobody was paged", |
| f"The alert did fire; it's sitting in #alerts-default. {s.name} moved into this Prometheus last sprint. " |
| f"{s.team} own it (ownership.yaml)."), |
| (f"{s.name} alerts go nowhere", |
| f"{s.name} alerts fire into #alerts-default and nobody reads that channel. They should reach {s.team} " |
| f"like everything else they own."), |
| (f"{s.name}: alerts land in #alerts-default", |
| f"Since {s.name} moved into this Prometheus last sprint, its alerts post to #alerts-default and page " |
| f"nobody. {w.cal.rel(clock.local(0).date())[:1].upper() + w.cal.rel(clock.local(0).date())[1:]} it was " |
| f"down for {dur} minutes and {s.team} heard about it the next morning.")] |
| title, body = variety.card(w, "H25", opts) |
| files = {} |
| if knobs.on("e3-evidence"): |
| path = f"incidents/{w.cal.inc(date, clock.hm(0), 1)}" |
| h, mi = (int(x) for x in clock.hm(0).split(":")) |
| files = e3.h25_packet(item, w, path, (clock.local(0).strftime("%Y-%m-%d"), h * 60 + mi), dur) |
| body += variety.card(w, "H25:extra", [f" Export of #alerts-default for the last two weeks: `{path}/`.", |
| f" `{path}/` has #alerts-default for the past 14 days.", |
| f" Two weeks of #alerts-default are in `{path}/`."]) |
| return Ticket(_key(w, rng), title, body, crew(w, rng, s.team, 1)[0], files) |
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