View an SRM incident

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

    • View all incidents 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. On the left navigation pane, select Reliability Tasks.
      Note:
      Initially, the incident tab is empty, until you ingest alerts from a third-party integration or manually create an incident. See Working with SRM integrations or Manually create an SRM incident for detailed information.

      The list view is automatically updated when a new record is created or inserted.

    3. View your incidents list.

      Page shows four active incidents and includes details such as their short descriptions, priorities, and states.

      For information on exporting incidents, see Export list information to a file.
      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: Create an incident.
      See Manually create an SRM incident for more information.
    5. Optional: Select the information icon information icon to the left of an incident for a preview.

      The fly-out screen contains the incident header including tags, Details, and Activity areas of the incident. See SRM incident workspace for more information on those fields.

      Sample fly-out screen shows details and activity related to a memory limit breach.

    6. Select an incident from the list view.

      Selecting the top icon in the far right side panel toggles that panel open or closed.

      The incident form contains not only the information related to the incident but options to search for further information and take actions. See the following example of an open incident.

    7. View the Overview tab.
      It contains sections for Summary, Impact, Cause, andResolution to give you a high level overview of the state of remediation.

      Sample overview tab for an SRM incident.

    8. View the Investigation tab.
      This tab links to the Affected CIs area of the Related Records tab. For more detailed information, see SRM incident workspace.
    9. View the Details tab.

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

      Sample Details tab for a memory limit breach.

      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.

      You can assign the incident to yourself. This action advances the state to In Progress.

      Once the incident is assigned to you, you can:

      • Advance the state from New to In Progress, On Hold,Resolved. or Canceled.

        See SRM incident states for more information on each of the actions listed.

      • Add or edit fields. For example:
        • Reassign the incident.
        • Update the priority of an incident.
        • Select resolution codes and make notes.
          Note:
          Resolution notes are added to the Activity timeline.

          See SRM incident workspace for more information on these fields.

    10. View the Compose panel to create comments.

      Compose panel includes an input for comments.

      See SRM incident workspace for more information on this field.

    11. View the Activity panel.

      The timeline shows system activity since the incident was created and Resolution notes.

      You can filter, sort, or expand and collapse posts using the icons in the header.

      Box highlights the different post options.

      Note:
      The filter option includes Post types, Field changes, and Filter sets. All choices are selected by default. Flagged entries are either all or none.

      Filter options.

    12. View the far right side panel contains options.
      These options are automatically loaded, if available.
      • Recommended actions: If there are existing actions, they are displayed.
      • Experts on-call: If any one is available, they are listed.
      • Attachments: Manually added attachments related to the service. See SRM incident workspace for more information on adding files to the incident.
      • Templates: If there are existing templates, they are displayed. Otherwise you can create them. See Manually create an SRM template for more information.
      • Playbook: If there are any playbooks available, they are listed.
    13. View the Collaboration panel using the collaboration icon.
      This icon opens or hides the column.
      • Start or join an available Zoom meeting.
      • Start or join an available Microsoft Teams channel.
      • Start or join an available Slack channel.
      • Add responders or stakeholders to the incident.
      • Send email updates to stakeholders from the Stakeholders tab.

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

    14. You can Save any changes or use the Create a change request list menu.
      You can use the Create a change request list menu to Create incident task, Create outage, Create request or Create child request. Fill in the form fields or select the catalog item, as appropriate and Save.
      Note:
      These actions are ITOM form standards and not directly supported by SRM. If you are familiar with using them they should behave as expected. For more information on these actions, see ITOM documentation.
    15. The More action icon More action icon contains a Copy incident action.
      See Copy an SRM incident for more information.
    16. Select the Related Records tab to view Task SLAs, Affected CIs, Impacted Services/CIs, Child Incidents, Alerts, Recent Impactful Changes, or Change requests.

      Alert information is copied from the related alert record.

      See SRM incident workspace for more information.

    17. Select the Postmortem tab to view or edit postmortem data.

      For detailed information on editing the Postmortem tab, see or SRM incident workspace.