Incident enables multiple users to collaborate on the same troubleshooting task. The application scenarios of an Incident in troubleshooting are mainly reflected in the following aspects.

• Using the Incident as Network Tickets produced by triggered automation: An incident can be automatically generated during triggered diagnosis. Powered by NI diagnosis and Preventive Automation, it serves as a Single Pane of Glass of network Troubleshooting, which shows the output from the Problem Diagnosis Automation System (PDAS). You can also run recommended diagnoses in the incident pane.
• Using the Incident as a real-time communication and collaboration platform for all network engineers involved in the troubleshooting process: If you work with a team or other external users and it is needed to collaborate or share information with others, you and your team can use Incident for real-time messaging, effectively reducing the mean time to repair (MTTR).
• Using Incident to organize network data: If you are a single user, you can use Incident as an overall context of a specific troubleshooting task that records the troubleshooting process of a problem, for example, organizing and sharing maps, devices, individual insights, and findings from other features (Smart CLI, Runbook and Execution Tree).

User Flow

The following major steps describe a general flow to use the Incident for collaborative troubleshooting:

1. Work on Map
2. Create an Incident in IE System
3. Invite Others to Join an Incident
4. Share Insights and Findings in Collaboration Session
5. View Triggered Diagnosis Results 
   • Manually Run Diagnosis
   • Subscribe to Preventive Diagnosis
   • View NI Results

The User Interface (UI) of an Incident

An incident has a simple and easy-to-use user interface (UI). The UI components of an Incident are:
 

1. The header of the incident pane: With the buttons on the header of the incident pane, you can perform basic operations on an incident.
2. Collaboration session: The collaboration session consists of four tabs. You can switch between the four tabs of an incident by clicking each tab.

See also:

• Create and View Incident Portal
• Incident Type