You can create and manage your incidents in Service Operations Workspace.

Figure 1. Incident record in Service Operations Workspace
Tabs of an incident record

Overview tab

This tab displays the following information about an incident:
  • Summary
  • Affected CIs
  • Impacted CIs and services
  • Cause
  • Resolution

From the Compose section, you can add comments and work notes for the incident.

The Overview sections display the field information along with the field labels (in read mode as well).

You can customize the display of the information on the Overview tab. For more information, see Customize the Overview tab for an incident.

Investigation tab

This tab enables you to investigate any affected CIs with the ci_computer or ci_server class, associated with the incidents. The tab displays the metrics information of the associated primary CI or any affected CI that is selected, which helps you to analyze and resolve the issue.

By default, the tab displays metrics information of the primary affected CI associated with the incident. But you can also select and view the information for any affected CI with the ci_computer or ci_server class that is associated with the incident. For information about how you can set up Investigation Framework, see Setting up Investigation Framework in Service Operations Workspace.

Note:
  • The tab is visible only if the Agent Client Collector (ACC) or Microsoft Endpoint Configuration Manager (MECM) adapters are installed and configured.
  • The tab displays the metrics information for the CI only in the following conditions:
    • Agent Client Collector or Microsoft Endpoint Configuration Manager (MECM) is installed for the associated CI. This helps to retrieve the metrics data for the CI.
    • The associated CI class is a CMDB CI computer.
  • This feature supports only macOS, Windows and Linux operating system.

You can resolve the CI related issues using the remedial actions available on this tab. For more information, see Remedial actions using Playbook.

You can also customize the display of the metrics information on this tab. For more information, see Customize the Investigation tab.

For more information on the metrics displayed on this tab, see Features of Investigation tab.

Details tab

This tab displays detailed information about the incident. For example, short description, assignment details, related records, and so on. For information on how you can configure fields in this tab, see Configure a task record form in Service Operations Workspace.

From the Compose section, you can add comments and work notes for the incident.

Related records tab

This tab provides a list view of the records associated with the incident. For example, task SLAs and affected CIs.

Contextual side panel

From this section, you can view recommendations, collaborate using Microsoft Teams, and reach out to experts on-call for faster incident resolution.

For information about Incident Management, see Incident Management.