Thinking about how to make our
customers’ lives easier with the incident journey, ElvenWorks is
launching the Manual Incident, an incident that can be opened by you at
any time. Through this new feature, you can manage incidents whose
origin is not monitored by the platform, with all the necessary
information so that the team to be notified is aware of what is
happening.
In the Incident Center, in the side menu, click on the “+ New Incident” button, located in the top right corner.
On the manual incident
configuration screen, choose a name for the incident and report its
cause. Select a day and time when the incident occurred and its status:
Alarmed, Acknowledged and Resolved. When the incident is opened with the
Resolved status, the “Time to Acknowledged” and “Time to Resolve”
metrics will be reset to zero.
After choosing your status, choose
the severity of the incident between: SEV-1 – Critical, SEV-2 – High,
SEV-3 – Moderate, SEV-4 – Low, SEV-5 – Informational and Not classified.
If desired, link the incident to a source that is monitored by the platform, being able to choose one or more applications.
Choose the teams you want to
notify. If you want to create a team through this page, click on “+
Team” and you will be directed to the creation screen. When you finish
creating a new team, click on the reload symbol for the team to appear
in the list. If you choose not to link any team, this incident will not
be notified.
As soon as you click on “Create
new incident”, a notification will be sent to the channels of the teams
involved, if configured, informing you about the opening of the
incident.
If you want to edit or delete the manual incident, click on the three dots in front of the incident name.
