SRM incident workspace

The incident workspace contains various panels containing incident details and possible actions.

The top header contains description information, tags, priority information, state, service, and assignment group.

Note:

Tags are imported from third-party integrations and attached to incidents. However, you can also create tags to categorize data and drive system logic using the Tag icon . For more information on creating and viewing tags, see Manually create SRM tags.

When selecting an incident, you are taken to an overview. This section contains three content panels: Summary, Activity, and Recommended actions.

Note:

When an editable field is updated, notifications are sent based on user notification preferences.

In the Impact Summary, you will find the following information:

Table 1. Affected CIs

Field	Description
Configuration item	Name of and link to the configuration item associated with this incident.

Table 2. Impacted Services

Field	Description
Configuration item	Name of and link to the configuration item associated with this incident.
Managed by	Team responsible for the incident.
Owned by	Incident owner.
Approval group	Team responsible for approvals.
Location	Geographical location of the incident if defined.
Operational status	Status of the incident.
Manually added.	Whether this incident was manually added or the result of an error budget policy.

Table 3. DetailsContains incident details and related alerts

Field	Description
Short description	Brief description of the incident.
Description	Detailed description of the incident.
Number	Incident identifier.
Impact	Impact is a measure of the effect of an incident on business processes. Choices are: 1 - High 2 - Medium 3 - Low
Assignment group	Team assigned to the incident.
Priority	Priority is based on Impact and Urgency, and it identifies how quickly the incident should be addressed. Choices are: High Impact = Critical Priority Medium Impact = High Priority Low Impact = Moderate Note: See Priority Data Lookup rules below.
Category	Category of the incident. Choices are: Inquiry/Help Software Hardware Network Database
Urgency	Urgency is a measure of how long the resolution can be delayed until an incident has a significant business impact.
Service	Affected service associated with the incident. You can edit this field from a list menu. Note: When you set a service, and that service has an assigned team, the assigned team of that service is automatically assigned to the incident.
Severity	Imported severity on the incident. Values P1–P5.
Configuration item	Asset associated with the incident.
Assigned to	Individual responsible for resolving the incident.
State	State of the incident. The state moves and tracks incidents through several stages of resolution. Choices are: New In Progress Ob Hold Resolved Canceled
Watch list	Individuals interested in the incident. Subscribes them to notifications according to their preferences.
Resolution code	Code associated with the resolution. Choices are: None (default) Duplicate Known error No resolution provided Resolved by caller Resolved by change Resolved by problem Resolved by request Solution provided
Resolution notes	Detailed information on the resolution. Resolution notes are posted to the Activity timeline.

Note:

Priority is calculated according to the following sample data lookup rules:

Table 4. Priority Data lookup rules

Impact	Urgency	Priority
1 - High	1 - High	1 - Critical
1 - High	2 - Medium	2 - High
1 - High	3 - Low	3 - Moderate
2 - Medium	1 - High	2 - High
2 - Medium	2 - Medium	3 - Moderate
2 - Medium	3 - Low	4 - Low
3 - Low	1 - High	3 - Moderate
3 - Low	2 - Medium	4 - Low
3 - Low	3 - Low	5 - Planning

When a Service is deleted, its integrations, alerts, incidents, and automations are removed. This is not a recoverable action so consider deactivating the service instead.

The Related Records tab contains any alerts associated with this incident.

Note:

All field values are imported from the related records and are not editable from SRM.

Table 5. Child Incidents

Field	Description
Number	Identifier for the related incident.
Short description	Brief description of the related incident.
Priority	Priority of the related incident.
State	State of the related incident.
Assigned to	Team member assigned to the related incident.
Assignment group	Team assigned to the related incident.
Service	Service associated with the related incident.

Table 6. Alerts

Field	Description
Number	Identifier for the related alert.
Severity	Severity of the related alert.
Short description	Brief description of the related alert.
Acknowledged	Whether the related alert has been acknowledged or not.
Assigned to	Team member assigned to the related alert.
Configuration item	Asset associated with the related alert.
Parent	Primary alert associated with the related alert.

Table 7. Recent Impactful Changes

Field	Description
Number	Identifier for the related changes associated with this incident.
Short description	Brief description of the related changes associated with this incident.
Type	Type of the recent changes associated with this incident.
State	State of the recent changes associated with this incident.
Planned start date	Date and time to begin changes associated with this incident.
Planned end date	Date and time to begin changes associated with this incident.
Assigned to	Team member responsible for the change request associated with this incident.

Table 8. Change Requests

Field	Description
Short description	Brief description of the change request associated with this incident.
Type	Type of the change request associated with this incident.
State	State of the change request associated with this incident.
Planned start date	Date and time to begin change request work associated with this incident.
Planned end date	Date and time change request work associated with this incident ended.
Assigned to	Team member responsible for the change request associated with this incident.

Postmortem tab

About Postmortem owner:

• If a Scribe has already been chosen in the Collaboration panel Responders list, they are automatically made the owner.
• If there is more than one scribe then the first one assigned is chosen. Otherwise, you can select an owner from the list menu.
• If a new scribe is added or an existing user persona is changed to Scribe, that user is made the owner.
• If you manually remove an owner, no new owner is automatically selected.

Each section of the postmortem can be edited, excluded from a PDF, deleted, or reordered using drag-and-drop.

You can add new sections using the add icon .

For more detailed information on editing postmortems, see .

Compose panel

Work notes are added to the Activity timeline automatically. Visible to responders and above. Add comments using the Compose text box.

Comments are added to the Activity timeline automatically. Visible to everyone in SRM.

Activity section

Stream that contains all the system activity, and resolution notes. You can filter, sort, expand or collapse all posts using the header icons.

Note:

The filter option includes Post types, Field changes, and Filter sets. All choices are selected by default. Flagged entries are either all or none.

Actions panel

Note:

The Notifications, Agent assist, Expert on-call, and Email templates panels are not currently supported in SRM.

Attachments section

Open the Attachments section using the Attachment icon .

On the Attachments section, you can initially Browse your local hard drive for files.

Once you have added attachments, you can:

• Search for an attachment based on its name or extension
  Note:

  You must have two or more attachments to search.
• Upload a new attachment using the () icon
• Download an existing attachment using the More actions icon () to the right of the attachment.
• Remove an existing attachment using the More actions icon to the right of the attachment.
• Rename an existing attachment using the More actions icon to the right of the attachment.

  

Template section

Open the Template panel using the Template icon .

Note:

If there are existing templates, they are displayed but creating templates is not available in SRM.

See Manually create an SRM template to create your own templates.

Collaboration panel

Displays available Zoom meeting or Microsoft Teams or Slack channels to start or join.

To start or join a Zoom meeting:

Note:

The Zoom integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.

1. Select Start Zoom.
   • A meeting pop-up appears.
   • Add participants.
   • Select Create Meeting.
   • The meeting is created, invitations are sent, and you join the meeting.
     Note:

     Any issues found when starting a meeting are shown in a banner message.
2. Select Join Meeting
   • Sign in to your Zoom account.
   • You join the Zoom meeting.

1. Select Start Channel.
   • Sign in to your Microsoft Teams account.
   • Select Create. You are redirected to the Microsoft Teams application.
   • Back in the Collaboration column, the Join Channel button is activated.
     Note:

     Any issues found when joining a channel are shown in a banner message.
2. Select Join Channel in the Collaboration panel in SRM.
3. Sign into your Microsoft Teams account.

   You are taken to the channel in Microsoft Teams.

Start or join a Slack channel:

Note:

The Slack integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.

1. Select Start Slack.
   • Add participants in the Create a Slack channel pop-up.
   • Select Create. You are redirected to the Slack application.
   • Back in the Collaboration column, the Join Slack button is activated.
     Note:

     Any issues found when starting a channel are shown in a banner message.
2. Select Join Channel in the Slack application window.
3. Sign into you Slack account.

   You are taken to the Slack channel.