View the List of Live Incidents (Incident List)

Incident List displays the list of live incidents which require immediate action. Each incident represents a widespread problem, where a single activity's performance is very slow across several devices in a device group. For example, if all the users in a device group suddenly suffer slow performance in opening an email, the system automatically raises an incident for that activity for your urgent attention.

An incident for an activity indicates several devices in a group are responding slowly
Important

Since the system automatically creates incidents, you can be proactive to troubleshoot issues even before end users contact you with a problem report.

You can manually suspend an incident to avoid receiving alerts on its progress, and you can manually close an incident if its problem is not of concern to you.

You can edit the properties of an activity to configure the proportion of suffering devices which would trigger an incident flag, and to configure the email address to automatically send alert notifications.

By default, Incident List displays all live incidents which were opened in the past week, ordered by the most critical items at the top of the list. You can view more details of an incident by selecting it (see View the details of an Incident (Incident Impact / End Point Status)).

After identifying the issue, you can troubleshoot further with the Troubleshoot Application and Troubleshoot Activity dashboards.

Procedure

  1. Step 1 Open a browser and log in to Aternity.
  2. Step 2 Select Main Menu > Troubleshoot > Incidents.
    Accessing Monitor Incidents
  3. Step 3 View the incidents displayed in the list.

    To search for a particular incident, use the search bar a the top right hand side of the dashboard.

    Viewing live incidents raised by the system in Incident List
    Field Description
    Auto Refresh

    Select for the list to refresh every minute.

    View

    Select the maximum number of entries to display per page.

    Impact

    This is the overall impact of the incident for this activity. Whenever a user in this group performs the activity, the system assigns it a status based on the response time: Normal (green), Minor (yellow), Major (orange) or Critical (red). The overall impact of the incident is calculated by collating all the statuses of this activity across all the devices in the group into a single impact status.

    For example, if this activity's status is red in 40% of the group, the overall impact of the incident would become Critical. This formula is specified in the incident definition (in the activity's monitor). Only a Power User of Aternity can change an incident definition.

    ID

    The ID of the incident.

    Start Time

    The time when this incident was automatically opened by the system.

    Application

    The name of the monitored application, whose activity is at the center of this incident.

    Activity

    The name of the activity at the center of this incident, whose performance is slow across many devices in this group.

    Group

    The name of the group of devices as defined in the system.

    #EPs

    The current number of devices which are reporting this problem at this moment.

    Max # EPs

    The peak number of devices so far impacted by this incident. Since the number of devices reporting the problem varies over time, this number refers to the highest number simultaneously reporting the problem since this incident was opened.

    Last Update

    The last time the displayed data for this incident was updated.

    Archived

    After an incident is closed, its associated data remains in the system for three months. After that time, the system archives the incident, by creating a PDF report of the incident and removing its raw data. If you select an archived incident, you can only view its PDF.

    State

    The current state of the incident. Possible values include:

    • Open indicates the incident is live, and devices are still reporting the problem with this activity.

    • Closed indicates the devices are no longer reporting a problem with this activity.

    • Suspended indicates you manually changed the status by selecting Suspend at the bottom of this screen, to stop receiving alerts as this incident progresses through its life cycle.

  4. Step 4 To view brief details of the progression of this incident, with its status changes from the start time until now, and the distribution of activity statuses of the devices in this group, hover your mouse pointer over an entry in the Impact column.
    Viewing the distribution of statuses and a summary of the timeline of an incident

    To drill down to the details of an incident, select Open Incident Details in this floating window, or select an incident in the list. For example, you can see the details of who is suffering slow responses, and determine if they are all in the same location. For more information, see View the details of an Incident (Incident Impact / End Point Status).

    After identifying the issue, you can troubleshoot further with the Troubleshoot Application Troubleshoot Activity dashboards.

  5. Step 5 To manually close an incident, select it and select Close.
    Manually closing an incident
  6. Step 6 To suspend an incident, to avoid receiving alerts updating you on the progress of the incident, select the incident and select Suspend.

    To resume receiving alerts about an incident, select it and select Resume.

    Manually suspending an incident