(template) [Project] / Runbook

Content 

Product Details 

Application 

• App: User 
  • Instructions: User
  • Known Errors: User-level
• App: Administrator 
  • Instructions: Administrator
  • Known Errors
• App: Xxxx 

System Overview

• Description and Diagrams 
• Related Jobs and Recurrent Processes
• Persistence 

Getting Started

• Environment 
• Authorization Management 
• Configuration Management 
• Initialization 
• Test Suites 
• Access Logs 
• Deployment 
• GitLab 

Support

• End-user Support 
• Administrative Support 
• Technical Support 

   

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Product Details 

Product Name + Function

• (product/asset name) with brief description of the solution and what it is built to accomplish

Asset Record

• (URL to TDX asset record)

End-user

• Miami University (population group) member as (functionary role within app)
• Access point: (URL to application)     

Administrative User

• Miami University (population group) member as (functionary role within app)
• Access point: (URL to application)     

Authentication Required

• (example: CAS, Duo)    

 

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Application

Application: End-user

• End-user: (Functionary role within app)
• Miami University (population group) (user) uses this app to:

1. (Function, listed in probable order of execution)
2. (Function, listed in probable order of execution)
3. (Function, listed in probable order of execution)

• Access Point: End-user (URL to application)     
• Permissions (University) users are granted (normal user) permissions 

 

Instructions: (Function1, explained)

1. (Reproducible, step-by-step instructions)
2.  

 

Instructions: (Function2, explained)

1. (Reproducible, step-by-step instructions)
2.  

 

Instructions: (Function3, explained)

1. (Reproducible, step-by-step instructions)
2.  

 

  Known Errors: User-level

• Error Message: 
  • Cause: 
  • Applied Resolution:

 

• Error Message: 
  • Cause: 
  • Applied Resolution:

   

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Application: Administrator

• Administrator uses the admin portal of this app to:

1. (Admin function, listed in probable order of execution)
2. (Admin function, listed in probable order of execution)
3. (Admin function, listed in probable order of execution)

• Access Point: Administrative-user (URL to administrative app portal)    
• Permissions Admin-user authorization is granted by (ticketed request) to (granting group) 

 

Instructions: (Admin function1, explained)

1. (Reproducible, step-by-step instructions)
2.  

 

Instructions: (Admin function2, explained)

1. (Reproducible, step-by-step instructions)
2.  

 

Instructions: (Admin function3) (Admin function3, explained)

1. (Reproducible, step-by-step instructions)
2.  

 

  Known Errors: Administrative-level

• Error Message: 
  • Cause: 
  • Applied Resolution:

 

• Error Message: 
  • Cause: 
  • Applied Resolution:

 

Known Errors: System-level (back-end)

• Error Message:    
  • Cause: 
  • Applied Resolution: 

 

• Error Message:      
  • Cause: 
  • Applied Resolution:

 

Supporting Procedure: (App) Errors  

 

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Getting Started

Environment

• This can be covered by an example environment file (e.g. .env.example in Laravel)
• Each setting should have a description of its purpose and potential values (commented in-line or in developer documentation) 

       

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Authorization Management 

• Authorization Control for End-user Miami University (population group) (users) are granted (normal user) permissions through the (example: LDAP group, facstaonly)
  • Should have (VIEW) permissions in application/modules (Examples: WebServices/FacultyElection, WebServices/Employee, WebServices/Job, WebServices/Person)  

 

• Authorization Control for Administrator (Group granting authorization) grants Admin-user authorization for (app) per ticketed request
• Authorization Management App (App/URL example: Configuration and Authorization Manager — Production)
  • Supporting Procedure (KB/URL example: Procedure: Add application or configuration authorization in CAM)
• Settings: 
  • Select application: (app name as listed in tool)
  • Select (ADD) on module: (target module)
  • Grant new authorization to: (New Entity)> (UniqueID of new [user-type])> (LDAP Person)
  • Grant Key: (target key, example: admin)
• Settings: 
  • Select application: (app name as listed in tool)
  • Select (ADD) on module: (target module)
  • Grant new authorization to: (New Entity)> (UniqueID of new [user-type])> (LDAP Person)
  • Grant Key: (target key, example: admin)
• Settings: 
  • Select application: (app name as listed in tool)
  • Select (ADD) on module: (target module)
  • Grant new authorization to: (New Entity)> (UniqueID of new [user-type])> (LDAP Person)
  • Grant Key: (target key, example: admin)

 

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Configuration Management

• Configuration Control (Office/Group) Administrator modifies values in (category examples: ApplicationText, EmailText, SystemConfiguration)
• Configuration Management App (App/URL example: Configuration and Authorization Manager — Production)
  • Supporting Procedure (KB/URL example: Procedure: Manage configuration items and values in CAM)
• Settings
  • Select application: (app name as listed in tool)
  • Select Category: (category — type of config items contained)
  • Module: 
  • Key: 
  • Value <in format>: 

• Module: 
• Key: 
• Value <in format>: 

• Module: 
• Key: 
• Value <in format>: 

• Module: 
• Key: 
• Value <in format>: 

• Module: 
• Key: 
• Value <in format>: 

   

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Initialization 

Commands necessary to initialize the application:

•  

 

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Test Suites 

How to run the test suites

• How to launch automated tests
• Links to manual test plans

       

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Access Logs 

How to access logs for both development and production

• (log files, ELK queries, etc.)        

 

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Deployment 

Special deployment requirements

•  

       

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GitLab 

GitLab CI configurations

•  

 

GitLab documentation  

• (title)(link)
• (title)(link)

       

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System Overview

Diagrams 

Description of the application's purpose and how it achieves its aim:

• Data flow diagram (link to diagram in KB Team Drive)
• Relationships (link to diagram in KB Team Drive)
• Workflow (link to diagram in KB Team Drive)
• Architecture (link to diagram in KB Team Drive)

   

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Related Jobs / Recurrent Processes 

• (Control-M or otherwise)

   

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Persistence 

Persistence Resources

• List of web service resources used by the application (e.g. RESTng, vendor services, etc.)
• List of backing services (OpenLDAP, AD, CAS attributes, data stores, etc.)
• List of database tables utilized

 

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Support

End-user Support

End-user is directed to:

• Contact (administrator name) / or / administrator in (Office/Group) at 513-529-XXXX (email) for questions about the use of or to report issues with (app)
• Check the (vendor/MUIT) Knowledge Base for solutions to common issues with the (app)
• Contact IT Help by phone at 513-529-7900 or by live chat session at MiamiOH.edu/ITChat to submit a ticket: Make your request or provide details about an issue you are experiencing and request escalation to (Office/Group)

Request assistance with these user issues

• (example: I need the link to the student landing page)
• (example: I do not understand a message I received)
• (example: I have a question about using this app)

 

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Administrative Support

Administrative-level user is directed to:

• Contact (administrator name) / or / experienced administrator in (Office/Group) at 513-529-XXXX or (email) for questions about the use of or to report issues with (app)
• Check the (vendor/MUIT) Knowledge Base for solutions to common issues with the (app)
• Contact IT Help by phone at 513-529-7900 or by live chat session at MiamiOH.edu/ITChat to submit a ticket: Make your request or provide details about an issue you are experiencing and request escalation to (Office/Group)

Request assistance with these administrative issues

• (example: I do not understand how to use Configuration Manager)
• (example: I do not understand how to modify configuration values in Configuration Manager)

 

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Technical Support

Technical Support Group(s) 

• (internal MUIT/solver group) for documented back-end, system-level issues
• (dev team) for all other system-level work

Administrative-level user is directed to contact IT Help by phone at 513-529-7900 or by live chat session at MiamiOH.edu/ITChat to submit a ticket: Make your request or provide details about the issue you are experiencing and request escalation to (solver group) Request technical assistance with these system-level issues:

• Known Errors: System-level (back-end)
• Request addition of an Admin-level user to (app) in (authorization tool)
• Request modification of value in (category) in (configuration tool)

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