(A) Tab |
Each record you click opens in a new tab within Workspace. A tab view of records
makes it easier to navigate work in your queue. |
(B) Details tab |
The Details tab includes form fields, where you can save and complete forms
similar to the platform. The header in the details tab includes these details:
- Description: The text from the Description field of the
alert is displayed.
- Updated: Date and time when the alert was updated.
- Source: The text from the Source field of the alert is
displayed.
- Overall Event Count: The total overall number of events related to this
alert.
- Role in group (None/Primary/Secondary): The role that the selected alert has in
the alert group.
- Group (None/CMDB/Manual/Automated): The group that the selected alert is a member
of.
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(C) Form |
The following components make up a form:
- A header, which gives a quick glance of alert details and priority information.
- A ribbon, which shows additional alert information. The ribbon includes two
widgets: Alert and Alert Group Timeline.
- The alert body, which gives a complete view of the alert information.
- Related lists, which show additional related information at the bottom of the
form.
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Agent Assist attachment panel |
Agent Assist displays relevant knowledge base (KBs) articles for the current alert
to find information that might help in solving the alert. Use contextual search to find
relevant knowledge base articles. Add the knowledge base articles as attachments to the
alert, for example, supporting information to a customer issue. |
(E) Details area |
The details of the alert record are displayed in this area. Included in the
details is the Overall Event Count: The total overall number of events related to this
alert. The Overall Event Count may differ from the number of events, as the overall
count includes historic events related to this alert which are no longer kept in the
events table. You can also assign the alert to be handled by an individual or
group in the Assigned to and Assignment
group fields.
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