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Introduction

In most cases the Situations you should resolve first are those which are impacting your Services. When one of these Situations is assigned to you, the logical workflow is to click the Situation to open the Situation Room. For more information on the next steps in workflow, following the sections below in order:

1. Check for Impacted Services

When you launch Moogsoft AIOPs and you have the Workbench open, check your Services Overview to see which of your Services have been impacted by Situations.

In the example screenshot below, there are multiple critical Situations which are impacting the Web Services that need resolving. 

The next step is to go to your Team Room to see if you can help manage and resolve the Situations.

2. Open the Team Room

Go to your Team Room by clicking the Team Room name in the Side Menu.

This is a good place to collaborate with the colleagues in your Team to find a resolution to your Situations.

The Team Room displays all recent activity such as Situations being assigned, new comments that have been posted and any Resolving Steps that have been created.

You can also see which members of your Team are currently logged into AIOps on the right side of the screen.

3. View the Task Board

The next step is to click the Task Board tab and see the status of the Situations in a Kanban-style board.

If you have any Situations that have been assigned to you, click Acknowledge to move it to 'In Progress' and make your Team aware that you are working on it.

4. Open the Situation Room

Next click on your assigned Situation to open the Situation Room and see a summary of the Situation.

In this example, you can see the Situation contains 49 Alerts, its current status is 'In Progress' and Moogsoft AIOps has identified a Similar Situation under 'Next Steps':

As the Similar Situation, which has a 58% similarity, also has a  icon next to it, this indicates this Situation has a Resolving Step.

Click the icon to see what action was taken and the same step can be used to resolve the current Situation:

5. Check the Timeline

Before following the suggested Resolving Step, check the Situation Timeline by clicking the Timeline tab.

Here you can see the time evolution and progression of the Situation and where the Alerts were clustered together, as well as when Team activity occurred:

You also can click the individual Alerts in the timeline for more details on the causal and critical Alerts.

Please note: If you have other tools such as AppDynamics or AWS Cloudwatch, configured and installed as Situation Room Plugins, these will appear as additional tabs in the Situation Room. You might also want to review their data.

6. Go to Collaborate

Now you have investigated the problem, your penultimate step should be to go to the Collaborate tab. 

This is where you can test out and run any ChatOps tools or Resolving Steps that have been suggested to resolve the Situation.

If the suggested Resolving Step was successful, then the severity of the Alerts and the Situation will change to clear. Click the Alerts tab to verify this:

You can also confirm the resolution has been successful by checking your Service Overview. The Services should be gray, indicating their Situations are clear:

If the Alerts are all clear and the severity of the Situation has also changed to clear, return to Collaborate and mark the action as a Resolving Step.

Finally, to resolve the Situation, go to the More Actions and click Resolve. You will also need to give the Situation a rating and add a journal entry.

After a Situation has been resolved, the user who resolved it may want to review it and click Close to close it. Alternatively you may have a manager who reviews all resolved Situations and if he is satisfied with the resoltion and it does not reoccur then he will close it.