235 lines
9.2 KiB
XML
235 lines
9.2 KiB
XML
<?xml version="1.0" encoding="ISO-8859-15"?>
|
||
|
||
<chapter>
|
||
<title>Incident management</title>
|
||
|
||
<para>The system monitoring process needs to follow up the incidents
|
||
arising in the system besides receiving and processing the data to be
|
||
monitored in each time interval</para>
|
||
|
||
<para>Pandora uses a tool called Incident Manager for this task, where
|
||
each user can open an incident, where a description of what happened
|
||
in the network is shown. This can be completed with comments and files
|
||
when necessary.</para>
|
||
|
||
<para>This system is designed for group work. Different roles and
|
||
workflow systems permit to move incidents from one group to another.
|
||
The system allows different groups and different users to work on
|
||
the same incident, sharing information and files.</para>
|
||
|
||
<para>Clicking on "Manage Incidents", in the Operation menu, a list
|
||
showing all the incidents is displayed, ordered by the date-time they
|
||
were last updated. Filters can be applied to display only those
|
||
incidents the user is interested on.</para>
|
||
|
||
<graphic fileref="images/image034.png" valign="bottom" align="center"/>
|
||
|
||
<para>The filters that can be applied are:</para>
|
||
|
||
<itemizedlist>
|
||
<listitem>
|
||
<para><b>Incident status filter</b>. The user can display:
|
||
<para>- All incidents</para>
|
||
<para>- Active incidents</para>
|
||
<para>- Closed incidents</para>
|
||
<para>- Rejected incidents</para>
|
||
<para>- Expired incidents</para>
|
||
</para>
|
||
</listitem>
|
||
<listitem>
|
||
<para>
|
||
<b>Property filter</b>. The incidents are shown by:
|
||
<para>- All priorities</para>
|
||
<para>- Informative priority</para>
|
||
<para>- Low priority</para>
|
||
<para>- Medium priority</para>
|
||
<para>- High priority</para>
|
||
<para>- Very high priority</para>
|
||
<para>- Maintenance</para>
|
||
</para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Group filter</b>. It can be selected to display just the
|
||
incidents of a given Pandora group.</para>
|
||
</listitem>
|
||
</itemizedlist>
|
||
|
||
<para>The incident list is displayed showing information in the following
|
||
columns:</para>
|
||
|
||
<para><b>ID:</b> ID of the incident.</para>
|
||
<para><b>Status:</b> The incident status is represented by the following
|
||
icons:</para>
|
||
|
||
<para><graphic fileref="../../images/dot_red.gif"/> Active incident</para>
|
||
<para><graphic fileref="../../images/dot_yellow.gif"/> Active incident
|
||
with comments</para>
|
||
<para><graphic fileref="../../images/dot_blue.gif"/> Rejected incident</para>
|
||
<para><graphic fileref="../../images/dot_green.gif"/> Closed incident</para>
|
||
<para><graphic fileref="../../images/dot_white.gif"/> Expired incident</para>
|
||
|
||
<para><b>Incident name:</b> Name given to the incident</para>
|
||
<para><b>Priority:</b> The incident assigned priority is represented
|
||
by the following icons:</para>
|
||
|
||
<para><graphic fileref="../../images/dot_red.gif"/>
|
||
<graphic fileref="../../images/dot_red.gif"/>
|
||
<graphic fileref="../../images/dot_red.gif"/>
|
||
Very high priority</para>
|
||
<para><graphic fileref="../../images/dot_yellow.gif"/>
|
||
<graphic fileref="../../images/dot_red.gif"/>
|
||
<graphic fileref="../../images/dot_red.gif"/>
|
||
High priority</para>
|
||
<para><graphic fileref="../../images/dot_yellow.gif"/>
|
||
<graphic fileref="../../images/dot_yellow.gif"/>
|
||
<graphic fileref="../../images/dot_red.gif"/>
|
||
Medium priority</para>
|
||
<para><graphic fileref="../../images/dot_green.gif"/>
|
||
<graphic fileref="../../images/dot_yellow.gif"/>
|
||
<graphic fileref="../../images/dot_yellow.gif"/>
|
||
Low priority</para>
|
||
<para><graphic fileref="../../images/dot_green.gif"/>
|
||
<graphic fileref="../../images/dot_green.gif"/>
|
||
<graphic fileref="../../images/dot_yellow.gif"/>
|
||
Informative priority</para>
|
||
<para><graphic fileref="../../images/dot_green.gif"/>
|
||
<graphic fileref="../../images/dot_green.gif"/>
|
||
<graphic fileref="../../images/dot_green.gif"/> Maintenance priority</para>
|
||
|
||
<para><b>Group:</b> The name of the group the incident has been assigned
|
||
to. One incident can only belong to a single group.</para>
|
||
<para><b>Updated at:</b> This is the date/time the incident was updated
|
||
for the last time.</para>
|
||
<para><b>Source:</b> The source of the incident. The source is selected
|
||
from a list stored
|
||
in the data base. This list can only be modified by the database base
|
||
administrator.</para>
|
||
<para><b>Owner:</b> User to whom the incident has been assigned to.
|
||
It doesn't coinced
|
||
with the creator of the incident, as the incident may have been moved
|
||
from one user to another. The incident can be assigned to another user
|
||
by its owner, or by a user with management privileges over the group
|
||
the incidents belong to.</para>
|
||
<sect1>
|
||
<title>Adding an incident</title>
|
||
|
||
<para>The creation of incidents is performed by clicking on
|
||
"Manage Incidents" > "New incident", in the Operation menu</para>
|
||
|
||
<graphic fileref="images/image035.png" valign="bottom" align="center"/>
|
||
|
||
<para>The "Create Incident" form will come up, containing the necessary
|
||
fields to define the incident. The process is completed by clicking
|
||
on the "Create" button.</para>
|
||
</sect1>
|
||
<sect1>
|
||
<title>Incident follow up</title>
|
||
|
||
<para>All the open incidents can be followed up. The tool is reached by
|
||
clicking on the "Manage Incidents" option, in the Operation menu.</para>
|
||
|
||
<para>The indicent is selected by clicking on its name in the
|
||
"Incident name" column.</para>
|
||
|
||
<para>The screen coming up shows us the configuration variables of
|
||
the incident, its comments and attached files.</para>
|
||
|
||
<para>The first part of the screen contains the Incident configuration.</para>
|
||
|
||
<graphic fileref="images/image036.png" valign="bottom" align="center"/>
|
||
|
||
<para>From this form the following values can be updated:</para>
|
||
<itemizedlist>
|
||
<listitem>
|
||
<para><b>Incident name</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Incident owner</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Incident status</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Incident source</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Group the indicent will belong to</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Indicent priority</b></para>
|
||
</listitem>
|
||
</itemizedlist>
|
||
<para>The indicent is updated by clicking on the "Update incident" button.</para>
|
||
<sect2>
|
||
<title>Adding comments to an incident</title>
|
||
|
||
<para> Comments about the incident can added clicking on "Add note". This will open up a screen with a text box in it.</para>
|
||
|
||
<graphic fileref="images/image037.png" valign="bottom" align="center"/>
|
||
|
||
<para>The comment is written in this box. The Comment will appear in the "Notes attached to incident" section after the button "Add" is pressed.</para>
|
||
|
||
<graphic fileref="images/image038.png" valign="bottom" align="center"/>
|
||
|
||
<para>Only users with writting privilieges can add a comment, and only the owners of the incident or of the notes can delete them.</para>
|
||
</sect2>
|
||
<sect2>
|
||
<title>Attaching files to an incident</title>
|
||
|
||
<para>Sometimes it is necessary to link an incident with an image, a configuration file, or any kind of file.</para>
|
||
|
||
<para>The files are attached in the "Attach file" section. Here the file can be searched for in the local machine and attached when the "Upload" button is pressed.</para>
|
||
|
||
<para>Only a user with writing privileges can attach a file, and only the owner of the incident or of the file can delete it.</para>
|
||
|
||
<graphic fileref="images/image039.png" valign="bottom" align="center"/>
|
||
|
||
<para>The incident follow up screen shows all the files attached to the incident in the "Attached files" section of the screen.</para>
|
||
|
||
<graphic fileref="images/image040.png" valign="bottom" align="center"/>
|
||
</sect2>
|
||
</sect1>
|
||
<sect1>
|
||
<title>Searching for an incident</title>
|
||
|
||
<para>A specific incident can be found amongst the
|
||
incidents created in Pandora by either using a filter <20> as explained in the
|
||
first section of this chapter - or by making a query using the "Manage Incidents">"Searh Incident" tool, in the Operation menu.</para>
|
||
|
||
<graphic fileref="images/image041.png" valign="bottom" align="center"/>
|
||
|
||
<para>Any text string included as a sub-string in the
|
||
incident can be searched for using this tool. This search engine looks for the
|
||
string in the Incident title as well as in the text contained by the incident.
|
||
The search engine will not search neither the Comments added to the agent nor
|
||
the attached files. The search can be performed in addition to group, priority
|
||
or status filters.</para>
|
||
</sect1>
|
||
<sect1>
|
||
<title>Statistics</title>
|
||
|
||
<para>The incident statisticts are shown in the "Manage Incidents">"Statistics" option of the Operation menu. They can be of five different types:</para>
|
||
|
||
<itemizedlist>
|
||
<listitem>
|
||
<para><b>Incident status</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Incident priority</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Users with the incident opened</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Incidents by group</b></para>
|
||
</listitem>
|
||
<listitem>
|
||
<para><b>Incident source</b></para>
|
||
</listitem>
|
||
</itemizedlist>
|
||
|
||
<graphic fileref="images/image042.png" valign="bottom" align="center"/>
|
||
<graphic fileref="images/image043.png" valign="bottom" align="center"/>
|
||
<graphic fileref="images/image044.png" valign="bottom" align="center"/>
|
||
</sect1>
|
||
</chapter> |