Role-Based Access Control (RBAC)
New default groups make access assignment more intuitive
To make the assignment process more intuitive for new and existing instances, Blameless has introduced three new default incident groups:
- Observer: Users who participate in discussion and complete tasks (i.e., minimum viable permission set).
- Responder: Users who frequently participate and/or drive incident resolution.
- Lead: Users who are frequently incident commanders and have reliability management duties.
These groups reflect the most common types of incident response team roles, with each group possessing its own unique permission set.
An enterprise wants to enable its teams to use Blameless, but has a Zero-Trust Policy. By specifying Observer as the default incident group, the organization ensures that the hundreds of users it is adding into Blameless are automatically routed and assigned the minimum viable set of permissions. If changes need to be made, the company can select users and modify their group placement at any time.
Additionally, here is a group-role matrix for each of the new groups:
Unresolved Incidents now viewable from Blameless Slack App Home Tab
Incident responders using Blameless in Slack can now leverage the new Home tab enabled on their Blameless app to gain access to the following enhancements:
- Brand new sorted view of your top unresolved active incidents.
- Shortcut buttons designed to facilitate quick access to useful tools and features, such as the web app, commands used in Slack, and a getting started tutorial.
While on the Home tab, a list of your top unresolved incidents appears with a link to each incident's corresponding dedicated Slack channel. In addition, you can sort your top unresolved incidents by severity, creation date (oldest or newest first), status, or in alphabetical order by incident title.
These features enable users to quickly identify the most pressing incidents and then collaborate with colleagues to investigate and resolve.
We made sure that the list of unresolved incidents is refreshed from your Blameless account each time you change the sorting option or access the Home tab.
To benefit from these new enhancements, make sure to add the Blameless app to your app portfolio in Slack (Go to the bottom left and select + Add app). To navigate to the Home tab after the Blameless app has been added, browse to the Apps section and select blamelessbot.
Latency: Ticket and Zoom links not displaying as expected
Occasionally, after starting an incident in Slack, the links to the Jira ticket and/or the Zoom video conferencing could take up to a few hours before being provided in the pinned incident summary at the top of the incident channel. Additionally, it would incorrectly indicate that the integration with Jira or Zoom was disabled despite being actually enabled and healthy.
Now, after starting an incident in the Blameless app in Slack, Blameless will indicate that the links to resources on external ticketing or conference systems are still being created (e.g., Creating ticket...) and will update the links to those resources as soon as it receives confirmation from them (e.g., Jira, Zoom, Slack, etc.).
Severity levels with no label could be selected and prevent an incident from being created
If one of the default severity levels had no label provided, this blank severity started to show up as an option in the severity dropdown when starting an incident in Slack, and when selected it would prevent the incident from starting.
Severity levels with no labels no longer show as options in the severity dropdown when starting an incident in Slack.
Multi-line text captured in Slack are not rendered properly in the incident timeline
In Slack, when users were adding long multi-line formatted text as a message in a Blameless incident channel in Slack and then capturing the message as an highlight to be saved in the incident timeline, the entire text would be rendered as a single line in the incident timeline in the Blameless web UI, ignoring the end of lines.
Messages formatted with multiple lines captured as highlights in Slack are now correctly rendered in the incident timeline in the Blameless web UI.