Skip to content

Practice Exercise 2: Resolving the Incident

Background

You are a member of the support team responsible for maintaining the critical_webapp in Laboratory 1. Your task is to process an opened incident ticket until it is resolved.

Steps to Resolve the Incident:

Step 1: Check the Status of httpd Service:

  • Run a command to check the current status of the httpd service.

Step 2:. Start the httpd Service:

  • If the httpd service is not running or is in a failed state, start the service.

Step 3. Enable the httpd Service to Start Persistently:

  • To ensure that the httpd service starts automatically upon system boot, make it persistent upon boot.

Step 4. Confirm that the httpd service is set to start persistently :

  • It should return "enabled," indicating that the service will start automatically on boot.

Verification: Verify the successful resolution of the incident by ensuring that the critical webapp is running smoothly. Root Cause Analysis (RCA): The root cause of the incident was identified as Out-of-Memory (OOM) conditions, leading to the httpd service going down.

Resolution: To prevent future incidents, configure the httpd service to start persistently.

Note: Continue monitoring and managing the incident ticket until it is officially closed, ensuring the sustained stability of the critical_webapp.

These instructions provide a clear and structured approach to incident resolution, making it easier for the support team to address and resolve issues efficiently.

The purpose of this exercise is to train the interns in efficiently resolving incident tickets related to the critical web application in Laboratory 1. This includes checking the httpd service status, restarting it if needed, configuring persistence, and documenting actions for incident closure.