Managing Workload Distribution of Incidents

Incident Manager enables you to manage incidents and problems to be addressed by your team.

Perform the following tasks:

  1. Navigate to Incident Manager.

    From the Enterprise menu on the Enterprise Manager home page, select Monitoring, then select Incident Manager.

  2. Use the standard or custom views to identify the incidents for which your team is responsible. You may want to focus on unassigned and unacknowledged incidents and problems.
  3. Review the list of incidents. This includes: determining person assigned to the incident, checking its status, progress made, and actions taken by the incident owner.
  4. Add comments, change priority, reassign the incident as needed by clicking on the Manage button in the Incident Details region.

Example Scenario

The DBA manager uses Incident Manager to view all the incidents owned by his team. He ensures all of them are correctly assigned; if not, he reassigns and prioritizes them appropriately. He monitors the escalated events for their status and progress, adds comments as needed for the owner of the incident. In the console, he can view how long each of the incidents has been open. He also reviews the list of unassigned incidents and assigns them appropriately.