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Agent Workspace for Operational Intelligence

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Agent Workspace for Operational Intelligence

Agent Workspace for Operational Intelligence provides an easy-to-navigate interface where service agents can view the health of a CI associated with an alert. Health details for a CI include various metric charts with control bounds, and aggregations for a time period.

In Agent Workspace, when viewing an IT alert with a CI associated with it, click the Metrics button on the alert form to access the following Operational Intelligence details:
  • Charts, control bounds, and aggregations for key metrics for CIs, in a single location.
  • Aggregation of metrics for CIs with resources, in a single consolidated time series.
  • Ability for administrators to configure which metric types appear for each CI class.

The set of metric charts that appear for a CI class in Agent Workspace, is determined by metric chart configurations in the Metric Dashboard Metadata [sa_metric_dashboard_metadata] table. The Metric Dashboard Metadata table is initially populated with configurations for common classes and important metrics for those classes. A user with the admin or evt_mgmt_admin role can update the default metric chart configurations in the Metric Dashboard Metadata table.

There can be only up to 10 active metric charts configured for a class at any point.

Plugins

All plugins related to Event Management, Operational Intelligence, and Agent Workspace, are required.

Roles

  • To access Operational Intelligence metrics in Agent Workspace, the workspace_agent and itil roles are required.
  • To configure the set of metrics that appears in Agent Workspace for a class, the admin or evt_mgmt_admin role is required.

Chart types

A metric chart that appears in the metric charts form in Agent Workspace can be a time-series chart or a single-score chart.
Time-series chart
Time series chart type in Agent Workspace.

The time-series chart type is a graph of all data points in the specified time range, for the metrics of the CI associated with the chart. Time-series charts are similar to charts in Insights Explorer, and depending on settings, show lower and upper bounds.

Single-score chart
Single score chart type in Agent Workspace.

The single-score chart type shows a single number which is an aggregation of the data points in the time series for the metric and CI of the chart. The aggregation is an average of the data points, or the maximum, minimum, or last data point in the time series.

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