Support and Documentation

Incidents

Ops Desk creates incidents for the following events:

  • Any PagerDuty alert with priority high or above

  • Any Pingdom message

When an event triggers a new incident, any associated events received within one hour are grouped with that incident. See the following illustration.

multiple-events-incident.svg

If your investigation determines that an event belongs to a different incident, you can reassign the event. For details, see Reassigning events.

If Ops Desk generated multiple incidents that are actually due to the same cause, you can merge the incidents. For details, see Merging incidents.

For an overview of the relationship between events and incidents, see Introduction to Ops Desk.

Searching for incidents

Procedure. To search for incidents:
  1. Open the incidents listing by clicking |mi-notifications_none|.

  2. Filter the listing; for details, see Filtering a widget.

  3. Page through the filtered listing.

Manually creating incidents

Ops Desk automatically creates incidents from events. You can also create incidents manually.

Procedure. To manually create an incident:
  1. In the dashboard, search for the event from which you want to create an incident. For details, see Searching for events.

  2. Click |mi-more_horiz| and select Create Incident from this Event. An Incidents widget appears. Ops Desk assigns a number to the incident.

  3. Add notes, attach files, and add other events to the incident as required.

  4. From the Status list, select Opened.

  5. From the Who list, select the technician or role to whom you are assigning the incident.

Updating incidents

As you investigate incidents, you can make notes, attach supporting files, and re-assign the incident to a different technician or role.

Procedure. To update an incident:
  1. Search for and open the incident; for details, see Searching for incidents.

  2. To re-assign the incident, from the Who list and select a new technician or role.

  3. In the Notes field, enter notes pertaining to the investigation.

  4. To modify an existing note, click |mi-more_horiz| and select Edit.

  5. To delete a note, click |mi-more_horiz| and select Delete.

  6. To identify a note as a root cause for the incident, click |mi-more_horiz| and select Mark as Root Cause.

  7. Under Attachments, upload files as required.

  8. To add an existing event to the incident, do the following:

    1. Click Add Event. A list of events associated with the project appears.

    2. Select one of the events.

Merging incidents

You may realize that two or more incidents are actually related to the same root cause. In such cases you may want to merge the incidents.

Procedure. To merge incidents:
  1. Search for and open the incident; for details, see Searching for incidents.

  2. Click |mi-more_horiz|, and select Merge Incident. A list of incidents from the same project appears.

  3. Select the required project.

Resolving and closing an incident

Procedure. To resolve or close an incident:
  1. Search for and open the incident; for details, see Searching for incidents.

  2. From the Status list, select Resolved or Closed.