SRM alert workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 7 minutes to read

    • The alert workspace contains various areas containing alert details and possible actions.

    The base state of an alert in a configured system is open and unacknowledged.

    Alert forms
    Note:
    Managers or responders can assign individual alerts to someone without acknowledging the alert. The assigned responder is notified and can choose to acknowledge or reassign them.
    The header contains the alert description and any tags as well as the Save button.
    Note:
    Tags are imported from third-party integrations, such as Datadog, and attached to alerts. However, you can also create tags to categorize data and drive system logic in response or grouping rules or using the tag icon Tag icon. For more information on creating and viewing tags, see Manually create SRM tags.

    Details tab

    The Details tab alert form contains not only the information related to the alert but options to search for further information and take actions.

    This section contains three content panels: Alert, Compose and Activity, and the far rigt side panel containing Attachments and Templates.
    Note:
    If there are existing templates, they are displayed but creating templates is not available in SRM.
    Note:
    When an editable field is updated, notifications are sent based on user notification preferences.
    Table 1. Alert
    Field Description
    Number Imported service associated with the alert, if available. You can edit this field from a list menu.
    Note:
    When you set a service, and that service has an assigned team, the assigned team of that service is automatically assigned to the incident.

    Select the Information icon to view the service details.
    Severity Imported priority on the alert. You can edit this field.

    Choices are:

    1. Critical
    2. Major
    3. Minor
    4. Warning
    5. OK
    6. Clear
    Source URL Imported URL from the source of the alert.
    State Imported node on the alert.
    Node Team of the alert assignee. You can edit this field.
    Acknowledged Check box. Indicates whether the alert has been acknowledged or not. Acknowledgement doesn't automatically assign the alert.
    Resource Imported resource from the alert.
    Updated Date and time when the alert was last updated.
    Configuration item Imported asset associated with the alert.
    Parent alert The alert this alert is related to, if it is a related alert.
    Task Selectable task to associate with the alert.
    Knowledge article Select a knowledge article to associate with the alert.
    Metric Name Imported name of the metric associated with the alert.
    Overall event count Imported number of events associated with this alert.
    Assigned to Individual assigned to the alert. This assignee can be the person who acknowledged it or the one reassigned to it. You can edit this field.
    Description Imported description of the alert.
    Message key Identifier for multiple events related to the same alert.
    Note:
    If this value is empty on import, then it is generated from the Source, Node, Type, Resource, Metric Name, and Service Id field values.
    Work notes Add any relevant additional information.
    Secondary Alerts tab

    This tab contains any alerts associated with this alert.

    Each record contains the following fields: (You can refresh, edit columns, and filter the list).

    Note:
    All field values are imported from the related alert record.
    Field Description
    Number Related alert identifier.
    Initial event time Date and time when the event that triggered the related alert happened.
    Short description Short description of the related alert.
    Impacted services Services impacted by the related alert.
    Severity Severity of the related alert.
    State Related alert state.
    Alert executions

    This tab contains any alerts management executions associated with this alert.

    Each record contains the following fields: (You can refresh, edit columns, and filter the list).

    Field Description
    Management rule Rule associated with this alert.
    Action name Name of the action that the alert rule specified.
    Link to execution Link to executed actions.
    Related Task Task associated with the alert.
    Log Log file for the alert.
    Automatic run Whether executions are automatically running or not.
    Created Date and time the execution took place.
    Probable root causes

    This tab contains any alerts associated with this alert.

    Each record contains the following fields: (You can refresh, edit columns, and filter the list).

    Field Description
    Root cause task Task associated with the probable root cause.
    Root cause alert Alert associated with the probable root cause.
    Configuration item Asset associated with the probable root cause.
    Description Description of the probable root cause.
    Type Type associated with probable root cause.
    Score Scoring for the probable root cause.
    Impacted services

    This tab contains any alerts associated with this alert.

    Each record contains the following fields: (You can refresh, edit columns, and filter the list).

    You can add a service to this alert using the New button.

    Field Description
    Name Name of the impacted service for this alert.
    Severity Action icon that the alert rule specified.
    Business Criticality Icon shows whether the action executed successfully or not.
    Service classification Actions taken or error messages.
    Managed by Date and time the action was taken.
    Owned by Team member responsible for the service
    Approval group Team responsible for approvals.
    Location Geographical or physical location.
    Operational status Status of the service. Choices are:
    • Operational
    • Non-Operational
    • Repair in Progress
    • DR Standby
    • Ready
    • Retired
    • Pipeline
    • Catalog
    Alert Insight CI Change Request

    This tab contains any CI change requests associated with this alert.

    Each record contains the following fields: (You can refresh, edit columns, and filter the list).

    With the itil role, you can add a change request to this alert using the New button. This is not implemented in SRM alone.
    Note:
    For more detailed information on change requests, see Change Management.
    Field Description
    Name & Description ID and short description of the response rule that ran on this alert.
    Short description Short description of the change request associated with this alert.
    Type Type of change request.
    State
    Planned start date Date change is expected to start.
    Planned end date Date change is expected to be finished.
    Assigned to Team member the change request is assigned to.
    Compose panel

    Work notes are added to the Activity timeline automatically. Add comments using the Compose text box. Notifications are sent for all updates based on user notification preferences.

    Activity panel

    Activity stream that contains all the system activity, comments, and work notes. You can filter, sort, expand or collapse all posts using the header icons. Activity panel
    Note:
    The filter option includes Post types, Field changes, Filter sets, and Flagged. All choices are selected by default. Flagged entries are either all or none.

    Activity panel showing selected filters

    Actions panel

    Attachments section is open by default. Click the Attachment icon attachment icon to close.

    On the Attachments panel, you can initially Browse your local hard drive for files.

    Once you have added attachments, you can:
    • Sort attachments from newest to oldest, or vice versa using the Sort icon Sort icon.
    • Search for an attachment based on its name or extension
      Note:
      You must have two or more attachments to search.

      Search box

    • Upload a new attachment using the (Add icon) icon
    • Download an existing attachment using the More actions icon (More actions icon) to the right of the attachment.
    • Remove an existing attachment using the More actions icon to the right of the attachment.
    • Rename an existing attachment using the More actions icon to the right of the attachment.

      More actions include download,remove, and rename.

    Template panel
    Open the Template panel using the Template icon Template icon.
    Note:
    If there are existing templates, they are displayed but creating templates is not available in SRM.

    See Manually create an SRM template to create your own templates.

    Collaboration panel

    Displays available Zoom meeting or Microsoft Teams or Slack channels to start or join.

    To start or join a Zoom meeting:
    Note:
    The Zoom integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.
    1. Select Start Zoom.
      • A meeting pop-up appears.
      • Add participants.
      • Select Create Meeting.
      • The meeting is created, invitations are sent, and you join the meeting.
        Note:
        Any issues found when starting a meeting are shown in a banner message.
    2. Select Join Meeting
      • Sign in to your Zoom account.
      • You join the Zoom meeting.
    Start or join a Microsoft Teams channel:
    Note:
    The Microsoft Teams integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.
    1. Select Start Channel.
      • Sign in to your Microsoft Teams account.
      • Select Create. You are redirected to the Microsoft Teams application.
      • Back in the Collaboration column, the Join Channel button is activated.
        Note:
        Any issues found when joining a channel are shown in a banner message.
    2. Select Join Channel in the Collaboration panel in SRM.
    3. Sign into your Microsoft Teams account.

      You are taken to the channel in Microsoft Teams.

    Start or join a Slack channel:
    Note:
    The Slack integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.
    1. Select Start Slack.
      • Add participants in the Create a Slack channel pop-up.
      • Select Create. You are redirected to the Slack application.
      • Back in the Collaboration column, the Join Slack button is activated.
        Note:
        Any issues found when starting a channel are shown in a banner message.
    2. Select Join Channel in the Slack application window.
    3. Sign into you Slack account.

      You are taken to the Slack channel.

    Note:
    When a Zoom meeting, Microsoft Teams, or Slack channel is created, details for the meeting or channel are posted as work notes to the timeline.

    Responders tab

    Add responders from the list menu and select the Add iconAdd icon. Responders are notified based on their notification preferences.