The Incident Manager

The Incident Manager Window displays a list of active Incidents or fault conditions and open Cases. The window consists of two horizontal panes; at the top of the window is the list of active fault conditions referred to as Incidents and in the lower pane is open Cases or trouble tickets.

To open a new Incident Manager Window:

    File -> New -> Incident Manager (Shift + Command + I)

The Incident Manager Window:

The Incident Manager window comprises of a toolbar and three sections:

1. The Incident List

2. The Case List

3. The Customer Drawer

Incident List

Lists all of the current incidents in the system. This list can be filtered by: Unhandled Incidents (default), All Incidents, or Custom Search.

Case List

The Case List displays all of the open cases in the system. This list can be filtered by: Cases I Own (default), All Open Cases, or Custom Search.

The Customer Drawer

The Customer Drawer displays a list of all the current customers. To display/hide the Customer Drawer click on the ‘Toggle Drawer’ button.

The right mouse click menu for the Customer Drawer offers two choices: Refresh Incidents, Refresh Cases. Both of these options only refresh per customer. 

To sort the list by a particular column click on the column header

Column	Description
S	Status indicator. Indicates the status of the most impaired site for that customer Indicator Description    No fault present  Impaired or At-Risk fault condition present  Failed fault condition present
F	Failed Count. A count of the number of Failed incidents for the customer
I	Impaired Count. A count of the number of Impaired incidents for the customer
A	At-Risk Count. A count of the number of At-Risk incidents for the customer
Name	Customer ID
Description	Customer Description

The Incident Window

The Incident Window displays information relevent to the current incident, it also shows a list of similar incidents, and a case and fault history for the affected entity. There are also the options to create a new case for this incident or for multiple incidents.

To view an incident inside the Incident Window, double click on the incident in the Incident Manager.

The Incident Window

The Incident Window has a toolbar and four sections:

1. Incident Details

2. Entity Viewer

3. Similar Active Incidents

4. Fault History  

The Toolbar

The options available in the toolbar for the incident Window are as follows:

Icon	Name	Description
	Refresh Incident	Refreshes the Incident information
	Refresh  Entity	Refreshes the Entity information
	Open Case for Incident	Open a new case for this incident, and assign this entity to it
	Open Case for Multiple	Open a new case for multiple incidents, and assign the apporpriate entities to it
	Entity View Mode	The mode in which you wish to view the Entity: Object Mode, Device Mode
	Open Case for Multiple	Open a new case for multiple incidents, and assign the apporpriate entities to it
	Open Case for Multiple	Open a new case for multiple incidents, and assign the apporpriate entities to it
	Open Case for Multiple	Open a new case for multiple incidents, and assign the apporpriate entities to it
	Open Case for Multiple	Open a new case for multiple incidents, and assign the apporpriate entities to it

Incident Details

The first section lists all details relevent to the current incident and opposite the Incident details is a view of the current metric.

Similar Active Incidents

This section lists all active incidents for the current customer. This list is sorted depending on the relavence to the current incident: Entity, Device, Site, etc 

Fault History

The entire fault and case history for this entity. This section is further broken up into two more sections: Fault History, Case History. 

Fault History

Case History

Incident Handling

Incidents are automatically generated when a Metric Entity enters into a fault condition. A fault condition is detected when a Metric entity's value matches a predefined Trigger entity value. The status of an entity can be visually seen in the 'S' column of the current window. Following is a list of the status indicators and their meaning.

Indicator	Description
	No Fault Present
	Imparied or At-Risk
	Failed

 There are three tasks involved in handling incidents:

Viewing the incident

Opening a case for the incident

Assigning the incident to an open case

Viewing an Incident

To monitor and handle incidents you use the Incident Manager.

Viewing Incident Details

To view the details for an incident, double click on the required incident. This brings up the Incident Window.

Opening a Case for an Incident

From the Incident Manager

With the Incident that you wish to open the new case for selected, you can then click the "New Case for Incident" button in the window's toolbar. This brings up the New Case Window. The Customer field is automatically inserted for you, and the Entity to which the Incident refers is added to the Entity list.  All thats left for you to add are, the Requester, Headline, and Log Entry. Once you have finished, click the "Open" button to create the Case, or "Cancel" to cancel the Case.

From the Incident Viewer 

To further review an Incident before opening a new Case for it, double click on the Incident to bring up the Incident Viewer window. As above, once you decide to open a new Case, click the  "Open New Case for Incident" button in the window's toolbar.. As above, this then brings up the New Case Window.

Opening a Case for Multiple Incidents 

There may be occasions where you wish to open a new Case for multiple Incidents. You can open a new Case and then assign the extra Incidents (Entities) to it (see below ), but there are more efficient ways to do this. As with opening a new Case for an Incident, this can be done from either the Incident Manager, or the Incident Viewer.

From the Incident Manager

Once you have identified related Incidents, select all of the required Incidents by clicking on the first one, and then whilst holding down the Shift Key clicking on the last one (If the Incidents are not located near each other then you can hold down the Shift and Option Key whilst you click each one). After all of the Incidents are selected, you can click the "New Case for Incident" button from the window's Toolbar. This works the same way it did for a single Incident, except that there are multiple Incidents assigned to it.

From the Incident Viewer 

To analyse an Incident further, and to find other related Incidents it is best to use the Incident Viewer. By double clicking on the main Incident, you will open up the Incident Viewer window.

The bottom half of the window shows the Active Incidents with a relevance score. This score shows how relevant the other Incidents are to the currently viewed incident. To open a case for multiple related Incidents, click on the "Open Case for Multiple" button in the Window's toolbar.

The Open Case for Multiple Window, shows the same "Similar Incidents" list, but with a check box next to each Incident. To select an Incident to add to the new case, click on the check box, so that it has a tick in it. The "Toggle Device-Related" button, will select any Incident that is on the same device as the original Incident. The "Toggle Site-Related" button, will select any Incident that is at the same Site as the original Incident. The "Select All" button, selects all of the Incidents in the list. Once you have clicked the "Select All" button, it changes to "Unselect All".

Once you have selected all of the related Incidents, click the "Open Case For Selected" button. This will open the New Case window, with the Customer filled in, and all of the selected Incident's Entities assigned to the case. You just then need to fill in the Requester, Headline and Log Entry fields.

Assigning an Incident to an Open Case

There are times when a new Incident occurs, but there is already a Case opened that this incident should belong to. First you need to locate the open Case, and open it up by double clicking on it. With this window open, you can select the Incident from the Incident Manager, and drag it to the Entity section of the Case window.