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

▪Using incident as Network Tickets produced by triggered automation: An incident can be automatically generated during triggered diagnosis. As incident is 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 are also able to view historical Adaptive Monitoring data and run recommended diagnoses in the incident pane.

▪Using 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 other team members or external users, the incident is an excellent tool 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).

Furthermore, the system offers an independent portal page for each incident, enabling external users without IE seat licenses to join incidents and collaborate by viewing maps, posting messages, and so on.

Complete the following steps to use the incident to resolve issues.

1.Create an Incident in NetBrain

2.NetBrain Incident link in ServiceNow App

3.Share Insights in Collaboration Session

4.Invite Others to Join an Incident

5.View Triggered Diagnosis Results

a.Manual Run Diagnosis

b.Subscribe to Preventive Automation

c.View NI Outputs

 

See also:

▪Browse and Manage Incidents