Restore Service Before Root Cause
Distinguish incident restoration from problem investigation during a live service disruption.
Incident work has one primary timer: user impact. Problem work has a different timer: recurrence risk. The practical move is not to ignore root cause; it is to keep root-cause work from hijacking restoration. A strong incident note says what service is degraded, who is affected, what workaround is being used, what evidence was preserved, and when the next update will land. A strong problem note says what pattern is recurring, what data supports it, which systems are in scope, and what permanent change is being evaluated. Common trap: treating every outage as a forensic investigation while the business is…
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