313 lines
11 KiB
XML
313 lines
11 KiB
XML
<?xml version="1.0" encoding="utf-8"?>
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<chapter id="chapter4">
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<title>Incident management and messages</title>
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<para>
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The system monitoring process needs to follow up the incidents
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arising in the system besides receiving and processing the data to be
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monitored in each time interval
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</para>
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<para>
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Pandora uses a tool called Incident Manager for this task, where
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each user can open an incident, where a description of what happened
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in the network is shown. This can be completed with comments and files
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when necessary.
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</para>
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<para>
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This system is designed for group work. Different roles and
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workflow systems permit to move incidents from one group to another.
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The system allows different groups and different users to work on
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the same incident, sharing information and files.
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</para>
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<para>
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Clicking on "Manage Incidents", in the Operation menu, a list
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showing all the incidents is displayed, ordered by the date-time they
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were updated. Filters can be applied to display only those
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incidents the user is interested on.
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</para>
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<graphic scale='70' fileref="images/image034.png" valign="bottom"
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align="center"/>
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<para>
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The filters that can be applied are:
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</para>
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<itemizedlist>
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<listitem>
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<para><emphasis>Incident status filter</emphasis>.
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The user can display:</para>
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<para>- All incidents</para>
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<para>- Active incidents</para>
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<para>- Closed incidents</para>
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<para>- Rejected incidents</para>
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<para>- Expired incidents</para>
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</listitem>
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<listitem>
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<para>
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<emphasis>Property filter</emphasis>.
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The incidents are shown by:
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</para>
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<para>- All priorities</para>
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<para>- Informative priority</para>
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<para>- Low priority</para>
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<para>- Medium priority</para>
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<para>- High priority</para>
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<para>- Very high priority</para>
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<para>- Maintenance</para>
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</listitem>
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<listitem>
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<para><emphasis>Group filter</emphasis>.
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It can be selected to display just the
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incidents of a given Pandora group.
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</para>
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</listitem>
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</itemizedlist>
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<para>
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The incident list is displayed showing information in the following columns:
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</para>
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<para>
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<emphasis>ID:</emphasis> ID of the incident.
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</para>
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<para>
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<emphasis>Status:</emphasis> The incident status is represented by
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the following icons:
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</para>
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<para><inlinegraphic fileref="images/dot_red.png"/> Active incident</para>
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<para><inlinegraphic fileref="images/dot_yellow.png"/> Active incident
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with comments</para>
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<para><inlinegraphic fileref="images/dot_blue.png"/> Rejected incident</para>
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<para><inlinegraphic fileref="images/dot_green.png"/> Closed incident</para>
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<para><inlinegraphic fileref="images/dot_white.png"/> Expired incident</para>
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<para><emphasis>Incident name:</emphasis> Name given to the incident</para>
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<para>
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<emphasis>Priority:</emphasis> The incident assigned priority is
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represented by the following icons:
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</para>
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<para><inlinegraphic fileref="images/dot_red.png"/>
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<inlinegraphic fileref="images/dot_red.png"/>
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<inlinegraphic fileref="images/dot_red.png"/>
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Very high priority</para>
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<para><inlinegraphic fileref="images/dot_yellow.png"/>
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<inlinegraphic fileref="images/dot_red.png"/>
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<inlinegraphic fileref="images/dot_red.png"/>
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High priority</para>
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<para><inlinegraphic fileref="images/dot_yellow.png"/>
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<inlinegraphic fileref="images/dot_yellow.png"/>
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<inlinegraphic fileref="images/dot_red.png"/>
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Medium priority</para>
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<para><inlinegraphic fileref="images/dot_green.png"/>
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<inlinegraphic fileref="images/dot_yellow.png"/>
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<inlinegraphic fileref="images/dot_yellow.png"/>
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Low priority</para>
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<para><inlinegraphic fileref="images/dot_green.png"/>
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<inlinegraphic fileref="images/dot_green.png"/>
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<inlinegraphic fileref="images/dot_yellow.png"/>
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Informative priority</para>
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<para><inlinegraphic fileref="images/dot_green.png"/>
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<inlinegraphic fileref="images/dot_green.png"/>
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<inlinegraphic fileref="images/dot_green.png"/>
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Maintenance priority</para>
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<para>
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<emphasis>Group:</emphasis> The name of the group the incident has
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been assigned to. One incident can only belong to a single group.
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</para>
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<para>
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<emphasis>Updated at:</emphasis> This is the date/time the
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incident was updated for the last time.
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</para>
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<para>
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<emphasis>Source:</emphasis> The source of the incident. The
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source is selected from a list stored in the data base. This list
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can only be modified by the database base administrator.
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</para>
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<para>
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<emphasis>Owner:</emphasis> User to whom the incident has been
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assigned to. It doesn't coinced with the creator of the incident,
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as the incident may have been moved from one user to another. The
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incident can be assigned to another user by its owner, or by a
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user with management privileges over the group the incidents
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belong to.
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</para>
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<sect1 id="sec4.1">
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<title>Adding an incident</title>
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<para>
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The creation of incidents is performed by clicking on
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"Manage Incidents" > "New incident", in the Operation menu
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</para>
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<graphic fileref="images/image035.png" valign="bottom" align="center"/>
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<para>
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The "Create Incident" form will come up, containing the necessary
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fields to define the incident. The process is completed by clicking
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on the "Create" button.
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</para>
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</sect1>
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<sect1 id="sec4.2">
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<title>Incident follow up</title>
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<para>
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All the open incidents can be followed up. The tool is reached by
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clicking on the "Manage Incidents" option, in the Operation menu.
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</para>
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<para>
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The indicent is selected by clicking on its name in the
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"Incident name" column.
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</para>
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<para>
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The screen coming up shows us the configuration variables of
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the incident, its comments and attached files.
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</para>
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<para>
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The first part of the screen contains the Incident configuration
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</para>
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<graphic fileref="images/image036.png" valign="bottom" align="center"/>
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<para>From this form the following values can be updated:</para>
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<itemizedlist>
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<listitem>
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<para><emphasis>Incident name</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Incident owner</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Incident status</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Incident source</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Group the indicent will belong to</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Indicent priority</emphasis></para>
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</listitem>
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</itemizedlist>
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<para>
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The indicent is updated by clicking on the "Update incident" button.
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</para>
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<sect2 id="sec4.2.1">
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<title>Adding comments to an incident</title>
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<para> Comments about the incident can added clicking on "Add note".
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This will open up a screen with a text box in it.
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</para>
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<graphic fileref="images/image037.png" valign="bottom" align="center"/>
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<para>The comment is written in this box.
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The Comment will appear in the "Notes attached to incident"
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section after the button "Add" is pressed.
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</para>
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<graphic fileref="images/image038.png" valign="bottom" align="center"/>
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<para>Only users with writting privilieges can add a comment,
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and only the owners of the incident or of the notes can delete them.
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</para>
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</sect2>
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<sect2 id="sec4.2.2">
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<title>Attaching files to an incident</title>
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<para>Sometimes it is necessary to link an incident with an image,
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a configuration file, or any kind of file.
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</para>
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<para>
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The files are attached in the "Attach file" section.
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Here the file can be searched for in the local machine and
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attached when the "Upload" button is pressed.
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</para>
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<para>
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Only a user with writing privileges can attach a file,
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and only the owner of the incident or of the file can delete it.
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</para>
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<graphic fileref="images/image039.png" valign="bottom" align="center" scale="70"/>
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<para>The incident follow up screen shows all the files attached
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to the incident in the "Attached files" section of the screen.</para>
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<graphic fileref="images/image040.png" valign="bottom" align="center" scale="60"/>
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</sect2>
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</sect1>
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<sect1 id="sec4.3">
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<title>Searching for an incident</title>
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<para>
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A specific incident can be found among the incidents created
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in Pandora by either using a filter, as explained in the first
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section of this chapter, or by making a query using the "Manage
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Incidents" > "Searh Incident" tool, in the Operation menu.
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</para>
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<graphic fileref="images/image041.png" valign="bottom" align="center"/>
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<para>
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Any text string included as a sub-string in the incident can be
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searched for using this tool. This search engine looks for the
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string in the Incident title as well as in the text contained by
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the incident. The search engine will not search either the
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Comments added to the agent or the attached files. The search
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can be performed in addition to group, priority or status
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filters.
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</para>
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</sect1>
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<sect1 id="sec4.4">
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<title>Statistics</title>
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<para>
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The incident statisticts are shown in the "Manage
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Incidents" > "Statistics" option of the Operation menu. They
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can be of five different types:
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</para>
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<itemizedlist>
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<listitem>
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<para><emphasis>Incident status</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Incident priority</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Users with the incident opened</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Incidents by group</emphasis></para>
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</listitem>
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<listitem>
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<para><emphasis>Incident source</emphasis></para>
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</listitem>
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</itemizedlist>
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<graphic fileref="images/image042.png" valign="bottom" align="center"/>
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<graphic fileref="images/image043.png" valign="bottom" align="center"/>
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<graphic fileref="images/image044.png" valign="bottom" align="center"/>
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</sect1>
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<sect1 id="sec4.5">
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<title>Messages</title>
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<para>
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In Pandora 1.2 it is possible to send messages to others user.
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Each user can see his/her messages in "Messages" in the Operation
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menu.
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</para>
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<graphic scale='80' fileref="images/messages.png" valign="bottom"
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align="center"/>
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<para>
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To send a message to other user you must click in "Messages" >
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"New mesage" in the Operation menu.
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</para>
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<graphic scale='80' fileref="images/messages1.png" valign="bottom"
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align="center"/>
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<para>
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It is possible to send a message to a group from "Messages to groups"
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> "New mesage" in the Operation menu.
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</para>
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<graphic scale='80' fileref="images/messages2.png" valign="bottom"
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align="center"/>
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</sect1>
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</chapter>
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