Incidents

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

The Incident Manager is used to monitor the current incidents and open cases. The window is broken up into two sections. The top half displays all current incidents, whilst the bottom half displays all current cases.

To open Incident Manager:

    Window -> Incident Manager (Shift + Ctrl + I)

The Incident Manager Window:

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

1. The Incident List

2. The Case List

The Toolbar

 

The options available in the toolbar for the Incident Manager are as follows:

Icon	Name	Description
	New Case for Incident	Creates a new case for the currently selected incident
	Close Case	Closes the current case
	Filter Incidents	The current filter on the Incident List
	Filter Cases	The current filter on the Case List
	Search	A Search field for the custom Incident/Case filter

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.

The context menu (right mouse click) contains four options:

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 context menu (right mouse click) contains four options:

Incident Handling

 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 Incidents Filtering Current Incidents

By default, you will be viewing all Unhandled Incidents. To view all Active Incidents click on the first drop down box "Filter Incidents" and select "All Incidents". If you need to search for a specific Incident, enter your search phrase into the search box in the top right-hand corner. This will filter both the Incidents and Cases.

Viewing Incident Details

To view the details for an incident, double click on the required incident.

The Incident Window displays information relevent to the current incident, it also shows a case and fault history for the affected entity.

The Incident Window has a toolbar and three sections:

1. Incident Details

2. Entity Viewer

3. 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

 

Incident Details

The first section lists all details relevent to the current incident. 

Entity Viewer

The Entity Viewer displays all of the information and metrics available for a device that pertain to this Incident.

This view shows all of the information about the objects affected by this incident. It displays all of the metrics within the affected object.

is designed to present the information in a logical manner, making it easy to view the status of the various containers (and device itself) within the selected device.

Fault History

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

 Fault History

 Case History

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.

Alternatively, you can select "Open New Case for Incident" from the right mouse click context menu.

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.

Once you have identified related Incidents, select all of the required Incidents. After all of the Incidents are selected, you can click the "New Case for Incident" button from the window's Toolbar (or in the context menu). This works the same way it did for a single Incident, except that there are multiple Incidents assigned to it.

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.