View an SRM team

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

    • View your team, schedules, and the services your organization has in SRM.

    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 Teams Teams from the left navigation pane.
    3. Open a team.

      Page shows statistics for the SRM Networking team, including resolved incidents, average resolution time, and open incidents.

    4. The Team header contains the manager's name.
      The header also contains editable tags.
      Note:
      Tags can be imported from existing teams. However, you can also create tags to categorize data and drive system logic using the tag icon Tag icon. For more information on creating and viewing tags, see Manually create SRM tags.

      From all tabs you can Save any changes or set On-call team preferences. For more information on setting preferences see, Set On-call team preferences in SRM.

    5. View the Overview tab.
    6. Optional: Complete the Setup service checklist

      Checklist shows two of five setup steps completed, including team details and team members.

      Note:
      Once completed, the Team setup checklist disappears. You can use the Up icon Up icon to minimize this section.
      The checklist lets you start tracking how reliable your service is. The section contains:

      The main section lists your indicators by name, Resolved incidents, Average resolution time, and Open incidents assigned to this team in the past 30 days.

      Title Type Description
      Resolved incidents Line chart Number of incidents resolved.
      Average resolution time Line chart Average of the time to resolution.
      Open incidents assigned to this team in the past 30 days Line chart Number of open incidents in 30 day period.

      Clicking into one of the analytics line chart reports shows the values on that day.

    7. View the Details tab.
      Note:
      All fields are editable. Some fields are auto-populated from existing records.
      Field Description
      Group
      Name Unique name of the team.
      Manager Person who manages the team.
      Group email Email contact for the team that includes all team members.
      Description Description of the team that will help others to understand its responsibilities, purpose or location.
    8. View the Schedule tab.
      This tab contains the current month calendar by default.

      Schedule tab displays a calendar and multiple options. The following lists outline those options.

      You can:
      • Select Create shift. See Create your SRM On-call schedule for detailed information.
      • Select Today to highlight it in the calendar.
      • Move backwards and forwards, based on the calendar or timeline setting, using the carat icons.
      • Select a different time frame from the list depending on the Calendar or Timeline setting.
      • Change the Calendar or Timeline setting:
        Calendar Choices are:
        • Day
        • Week
        • Month (default)
        Timeline choices are:
        • Day
        • Week
        • 4 Weeks
      The far right side panel contains options.
      • Attachments: Manually added attachments related to the service.
      • Templates: If there are existing templates, they are displayed. Otherwise you can create them. See Manually create an SRM template for more information.
      • Required actions: Automatically loaded, if available.
      • My requests: Automatically loaded, if available.
      • Show shifts: Automatically loaded, if available.

        You can Create shift or Use schedule template.

    9. View the Escalation triggers and policies tab.

      Conditions to begin an escalation. These conditions are checked first before each escalation policy. For more information, see Trigger an escalation policy from an on-call team.

      Escalation policies define the order and conditions in which members or devices receive notifications. For more information, see Set up escalation policies for your team.

    10. View the Services managed tab.
      All services managed by your team are listed along with relevant metrics. To add a service, see Add a service to SRM.
    11. View the Team members tab.
      View the team member record or Add more members. See Add team members to SRM for more information.
    12. View the Related Records tab.
      Imported related records include Alerts, Incidents, Problem Tasks, and Change Requests associated with the team.