The APEX AIOps Incident Management workflow for resolving incidents helps to ensure incidents include beneficial information for troubleshooting other incidents in the future.
You can resolve an incident from:
The Incidents page
Incident properties at the top of the page in Situation Room
Note
Root cause and resolving step information is optional (but recommended) when an incident is resolved.
Including resolving steps for incidents builds an archive of historical data that assists in resolving future incidents more quickly. Probable Root Cause feedback helps to train the system to identify the likely root cause, saving time spent narrowing down the cause of an incident.
You can resolve one or multiple incidents with a status of Open or In Progress on the Incidents page.
On the Incidents page, select an incident with the appropriate status in the top pane.
In the bottom pane, change the Status to Resolved, or click Resolve.
If the incident has associated resolving steps, the status changes to Resolved. The process is complete; however, if the incident has no resolving steps associated with it, a box opens, prompting you to provide resolving steps.
Provide any resolving steps which were followed during the incident resolution.
Click Resolve Incident under the box.
If root cause feedback is missing for the incident, the Incident Resolution pane opens and reminds you to provide feedback by labeling the alerts.
Click Open Situation Room in the Incident Resolution pane to Provide root cause feedback.
Multiselect the incidents you want to close in the top pane on the Incidents page, ensuring that the incident statuses are either Open or In Progress.
You can use SHIFT or CTRL + click to select the incidents.
Right-click anywhere in the top pane and click Resolve on the menu.
A dialog appears to let you know if any of the selected incidents are missing recommended root cause feedback or resolving steps.
If the recommended information is present for all of the selected incidents, click OK to confirm. The process is complete.
However, if information is missing, continue to the next step.
Do one of the following:
To provide any missing feedback, click Cancel and select the incidents individually, accessing the Situation Room to provide root cause feedback for alerts, and adding incident resolving steps through the Comments pane.
OR
Click Resolve n incidents (where n is the total number of selected incidents) to resolve the incidents without providing the recommended information.
When you resolve an incident from the Incidents page, you are only prompted to provide resolving steps. To provide Probable Root Cause feedback, you must view the incident in the Situation Room.
To ensure that all possible information is included in the incident, resolve it from the Situation Room.
Open an incident with a status of Open or In Progress from the Incidents page in the Situation Room.
If a user is not yet assigned to the incident, you can assign the user now.
When assigning an incident to a user, choose the person who was responsible for troubleshooting and resolving the issue. This information is optional but recommended.
At the top of the page, in the status box, click Resolve.
If no resolving steps are associated with the incident yet, you are prompted to provide them now. Then, click Resolve Incident.
Resolving steps, in combination with similar alerts and probable root cause, build a history of resolved incidents and solution details. This history can direct troubleshooting efforts in the future to increase efficiency and help reduce MTTR for your organization.
Label each alert as a Root Cause or Symptom.
While it is not necessary to label every alert, labeling as many alerts as possible helps to train the system to provide better Probable Root Cause predictions.
At this step, it is important to correct any incorrectly labeled alerts. If an alert is shown as a highly probable root cause and it is not the root cause, labeling it correctly as a symptom will help to improve future predictions. Labeling alerts with correct root cause scores also provides valuable feedback. See Provide root cause feedback for details.
When this procedure is complete, the incident is resolved, and the information necessary to assist in resolving similar incidents is recorded for future reference.