View an SRM alert

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

    • View all acknowledged, unacknowledged and high severity alerts in the system.

    Before you begin

    Role required: Responder, Manager, or Administrator

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
      You are taken to your SRM homepage.
      Note:
      If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
    2. Select Reliability Tasks Reliability tasks icon. from the left navigation pane.

      The Alerts tab is the default. The Alerts pane contains metrics cards and a list view of all your open alerts.

      Note:
      Initially, the alerts tab is empty, until you ingest alerts from a third-party integration. See Working with SRM integrations for detailed information.

      Reliability tasks tab shows 9 open alerts, including their number, severity, and short description.

      From the list view you can:
      • Refresh the view.
      • Edit columns and reset widths using the Settings Settings icon icon.
      • Filter Filter icon alerts in the list.
      • Acknowledge one or more alerts.
      • Close one or more alerts.
      • Edit one or more alerts.
      • Export the filtered list.
      • Trigger an alert.
      Note:
      If you update the fields in an alert, State or Severity, for example, you will need refresh the metrics cards using the More options More options icon. icon on the card or the browser refresh.

      Bulk actions are performed using the check boxes to the left of the alerts.

    3. View the alerts list.
      The alert view can be sorted by filtering. Default filters are:
      • State in (Open, Reopen, Flapping)
      • Assignment group Type contains srm
      • Configuration item Managed By Group Type CONTAINS srm
      • Assigned to is
      • Assignment group is
      • Assignment group manager is
      • Configuration item Managed By Group is
      • Configuration item Managed by Group Manager is

        Use Restore defaults to remove all filters.

        Use Advanced view to add more conditions to your existing filters.

      Select one or more alerts to Acknowledge, Close, or Edit the alert(s). Acknowledging an alert assigns it to you and changes the State to Open.

      The Export button exports filtered data for all alerts in the view. For information on exporting alerts, see Export list information to a file. Make sure you have the correct filters set and selections before usingExport.
      Note:
      Bulk selection has no affect on export criteria and should not be used for it. Any record that matches the current filter criteria during export will be included, regardless of whether or not it is selected in the list view.
    4. Optional: Select the information icon information icon to the left of an alert for a preview.

      The fly-out screen contains the alert header including tags, Details, and Activity areas of the alert. See SRM alert workspace for more information on those fields. The fly-out is used by the Edit button to update the alert from the alert list view.

      Fly-out screen shows details and activity for a primary database server alert.

      You can edit the Assigned to, Assignment group, State,Task, or Parent fields as well as add Work notes to the Activity timeline.

    5. Select an alert from the list view.
      Note:

      Selecting the attachments Attachments icon. icon toggles the Attachments panel open or closed.

      Use the Form icon. icons at the bottom of the screen to display: the form in full screen, the form, and Compose and Activity panel, or the Compose and Activity area in full screen.

      The Details tab alert form contains not only the information related to the alert but options to search for further information and take actions. See the following example of an acknowledged alert.

      The Details tab is automatically updated any time a change is made.

      Details tab for the primary database server alert includes information about its severity, state, last-updated date, and metric name.

      Only an acknowledged alert can be promoted to an incident. See Promote an SRM alert to an incident for more information.

    6. View the Compose panel and add worknotes to the Activity timeline.
    7. View the Activity panel for system activity including Work notes. Entries can be filtered, searched, and sorted. You can collapse or expand the panel using the More actions More actions icon menu.
      Note:
      When an alert automation updates an alert, the rule is identified in the timeline.
    8. Select the Events tab to view eventd data related to the alert.
    9. Select Impacted services to view the services impacted by this alert.
      For more detailed information, see Alert impact calculation.
    10. Select the Secondary alerts tab to view any alerts associated with this alert.

      Secondary alert information is copied from that alert record.

    11. Select the Alert executions tab to view any actions taken by the alert.
      For more detailed information, see Alert executions information for detailed information on specific fields.
    12. Select Probable root causes to view any causes included in the alert payload.
      For more detailed information, see Probable Root Cause Analysis (RCA).
    13. Select Alert Insight CI Change Requests to view any Change requests associated with this alert.
      For more detailed information see, Operational Technology Change Management.
    14. Add or view attachments using the Attachments icon icon in the upper right of the Attachments panel.
      This icon opens or hides the column.
    15. View the Collaboration panel using the collaboration icon.
      This icon opens or hides the column. In the Collaboration panel you can"
      • Start or join an available Zoom meeting.
      • Start or join an available Microsoft Teams channel.
      • Start or join an available Slack channel.
      • Add responders to the alert.

      See SRM alert workspace for more information on each of the actions listed.