Incidents

The Incidents tab displays information such as incident's priority, status, description, and when it was opened. From here, you can change the status or priority of an incident, and also manage the assignees. Drill down into any incident in the list to see the probable cause alerts, alert topology, and any associated automations. When you click an incident in the table, you can see more details in the side panel.

Incidents UI
Figure. Incidents UI

Procedure

  1. Click the navigation icon at the upper-left corner of the screen to go to the main navigation menu.

  2. In the main navigation menu, click Operate > Incidents.

    • Click the menu overflow icon of any incident (the three dots at the end of the row) to Change priority (from P1 - highest priority to P5 - lowest), Change status (Unassigned, In progress, On hold, or Resolved), Change title, or Manage assignees.

    • Click on an incident's Title text to open the incident's Overview page.

Side panel

Click in the row of an incident you are interested in to open a side panel on the right-hand side of the table. It shows the incident's Priority (Priority 1 - highest priority through to Priority 5 - lowest) and current Status (Unassigned, In progress, On hold, or Resolved). You can click the options menu at the top of the side panel (three vertical dots) to change the incident's status, priority, or manage the assignees.

The Incident ID, the linked ServiceNow incident number, the linked Slack message and Slack reactive channel name, and when the incident was Opened are all displayed in the side panel. Click Investigate to go to the incident Overview page.

If the incident is assigned, the side panel shows the Group and Owner on the incident. If the incident is not yet assigned, click Assign to assign a group or owner. To change a current assignment, click Edit Edit.

Incident Side panel
Figure. Incident Side panel

Applications that are impacted by the alerts that are part of the incident are listed under Impacted applications. The number of Active incidents that the application is impacted by is displayed. These incidents are categorized by Priority level. The importance of each impacted application to the business is also shown by a Business criticality indicator on the right of the side panel. Applications are sorted based on priority. You can click an application name to launch out to the application in Resource management.

The following table lists the columns present in the Incidents tab.

Table. Incident attributes
Column Description
Priority Indicates the impact level of an incident on customer. Priority levels range from P1 (highest priority) to P5 (lowest).
Status An incident can have a status of Unassigned, Assigned, On hold, In progress, or Resolved.
Description A description of the incident. Hover the cursor over the text in the Description column to display a link to the Incident overview.
Time open Time period since the incident was created.
User group Group assigned to the incident.
Owner User assigned to the incident.

The following icons are used on the incident list:

Table. Incident icons
Icon Name Description
Search Search Click this icon to search for text in any of the columns displayed in the table.
Filter Filter Click the filter icon to filter the incidents in the table based on any of the following criteria:
  • Priority
  • Status
  • Impacted applications
  • User groups
  • Owner
  • First occurrence
Refresh Refresh Refresh the incident list to view all the latest incidents at the current point in time.

For more information about incidents in Cloud Pak for AIOps, see the following topics: