Promote an SRM alert to an incident

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Promote an alert to an incident if you think the alert poses a serious issue and must be taken care of as soon as possible.

    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.
      The Alerts tab is the default tab.
    3. Open the alert you want to promote.
    4. Select Promote to incident.
      Note:

      An alert can be promoted as long as it is not closed, and the incident and parent fields are empty.

      The incident is created and displayed in the Incident field. The alert is listed on the Related records tab on the incident. Any attachments on the alert are copied over to the incident.