View the Details of an Incident (Incident Details)

Incident Details displays the live details of a single incident, including its timeline as it evolves, and the details of the status of this activity on each device in its device group. The system creates incidents automatically, so you can proactively troubleshoot an issue before users even report it.

For example, if Aternity automatically opened an incident on slow performance when searching for customers in SAP, use Incident Details to view the impact (number of users affected), the list of users who are suffering this slow performance, and see if the problem manifests only in a single location.

Track the details of a developing incident and view the users and locations impacted by the poor performance of this activity

From this dashboard you can drill down to troubleshoot the activity further.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select an entry from the Incident List dashboard to view its details.
    Access the details of an incident
  3. Step 3 View at a glance the locations already impacted by poor performance, in the summary bar of the dashboard.
    See the impact of the incident
    Field Description
    Impact

    Displays the status assigned to this incident (and its color) which reflects its overall impact. Aternity assigns an incident's status by collating all the statuses of this activity from devices in the group into a single incident status.

    For example, you can configure an incident to become Critical when an activity's status is red in 40% of the monitored devices in a group.

    Incident ID

    Displays the ID of the incident. Use the ID to quickly locate and follow up on an existing incident by searching for it in the ID search field a the top right hand side of the Incident List dashboard.

    Business Locations

    Check if the problem impacts users working from a specific location.

    Impacted Users

    View the total number of users (total, not peak) whose devices reported a major or critical status on this incident's activity while this incident was active.

    View the Username of the impacted users in the Impacted Users section, in the lower part of the dashboard.

    Start

    Displays the date and time when Aternity automatically opened this incident.

    Last Update

    The time Aternity last updated the incident status.

  4. Step 4 Check if this incident only happens in specific locations, departments, or subnets, by viewing the Breakdown section.

    For example, if the incidents are in one location, you can check if the firewall is configured to allow this application to connect to the internet.

    Displays the status assigned to this incident (and its color) which reflects its overall impact. Aternity assigns an incident's status by collating all the statuses of this activity from devices in the group into a single incident status.

    Check if the problem is confined in a specific location
    Field Description
    Name

    Displays the name of the department to which the user or the device belongs. Use the drop-down menu at the top of this section to change this list to view other criteria.

    Status

    Displays the status assigned to this incident (and its color) which reflects its overall impact. Aternity assigns an incident's status by collating all the statuses of this activity from devices in the group into a single incident status. For example, you can configure an incident to become Critical when an activity's status is red in 40% of the monitored devices in a group.

    Impacted Users

    View the total number of users (total, not peak) whose devices reported a major or critical status on this incident's activity while this incident was active.

    Use the menu at the top of this section section to display the impact according to any of the listed breakdowns.

    Select the breakdown to list in this section
    Field Description
    Business Location

    Check if the problem impacts users working from a specific location.

    Department

    Check if the drop in performance is centered around a specific department, which can point to a configuration which is unique to that group of users, by viewing the performance in the list of departments.

    Office

    (For all devices except mobile) Displays the office where the current user logged in to this device.

    Use this to view whether the incident only occurs when the current location of a device is in a specific office.

    For example, if a user based in the Houston office is currently visiting the Chicago office, the Office is Houston, while the Location would be Chicago.

    Operating System

    Displays the generic name and version of the operating system (like MS Windows 10, MS Windows Server 2008 R2, MacOS 10.3, iOS 10 or Android 6).

    Use this to view whether the incident occurs only on certain operating systems.

    Subnet

    Displays the device's subnet configuration used to connect to Aternity (including IP v6 if the device runs Agent 10 or later).

    Use this to view whether the incident occurs only on specific subnets.

  5. Step 5 Use the Trends section to see the timeline of the incident, and check the changes in the number of impacted users.

    See when the activity opened this incident, its duration, and its impact on users. Compare it to other similar incidents, to check if it is a recurring issue with specific devices.

    Typically you configure an activity's properties to open an incident if a percentage of devices have a status of orange or red around this activity for several minutes.

    If you see a sharp increase in impacted users, select a point in the graph, and check the Breakdown section for possible correlations to location or subnet.

    The circles represent the overall status of all devices in this group around this activity.

    See the timeline of the incident's impact
  6. Step 6 View the list of impacted users suffering from poor performance of this activity in the Impacted Users section.

    Use the list to look for common attributes between the list of affected users.

    Each circle represents the status of the device during one minute regarding this activity. Whenever a user performs the activity, it displays five dots prior to the performance of that activity, representing the device's status for each of the five minutes prior to the performance of that activity.

    View the users impacted by the poor performance of this activity
    Field Description
    Username

    Displays the username signed in to the device's operating system.

    Location / Office / Subnet / Department / Operating System

    Displays the field you chose to display in the Breakdown section.

    Worst Status

    Displays the worst status for this activity on this device during the time this incident was open.

    Last Status

    Displays the latest reported status for this activity on this device during the time this incident was open.

    Select different attributes in the drop-down list in the Breakdown section, and verify in the user list if the impacted users share the same location, subnet, or operating system. To further troubleshoot the activity, hover your mouse over a circle and drill down to the User Experience dashboard of several impacted users, to check the full list activities they performed, to see if a previous activity was the cause of this incident. You can also see other details, like if the device has not booted for many weeks.

  7. Step 7 To view the details of an incident in a single location, select the location in the Breakdown section and view the information in the other sections, to determine the possible cause of poor performance.
    Isolate the location you want, and check the information in the other sections