Resolve an SRM incident

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

    • Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it.

    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. From the left navigation pane, select the reliability tasks icon (Reliability tasks icon).
    3. Select the Incidents tab.
    4. You have two options.
      OptionSteps
      In the incident list view
      1. Double-click the State field (or use the keyboard shortcut) for the incident and select from the list menu.
      2. Select OK.
      In the incident form
      1. Select a new State field value from the list menu.
      2. Select Save.
      For value choices, see SRM incident workspace.
      The new state is displayed in the incident list view and incident form and form header.

    Result

    Resolved incidents remain in the Incidents list view. Check your filters if you don't see them.
    Note:

    When you resolve an incident, the related alerts remain open until you close the incident.