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mandag 19. august 2013

OpsMgr: Resolution States

Before Operations Manager 2012 SP1 only two Resolution States existed out of the box (New and Closed). In 2012 SP1 Microsoft included five more: Awaiting Evidence, Assigned to Engineering, Acknowledged, Scheduled and Resolved.

Using multiple Resolution States is good, not only to give information about the current state, but also to track the history and to help automate the incidents. Pluss it keeps everyone informed (teamwork).

To add more Resolution States in Operations Manager, open the Console and go to Administration > Settings > Alerts.

You can have any logic behind what you use, but you should consider:
  • What the Resolution States will be used for
  • Who is going to work on the Incidents: individuals, teams, machine (automation) etc.
  • As soon as the Operator comes in contact with the alert, a new Resolution State should be assigned.
Here is one example of alerts you could use (the first 7 is precreated in OM2012SP1):

ID
NameUsed forUsed by
0
NewAlerts that has not been processedOpsMgr
247
Awaiting EvidenceAlerts under investigationOperator
248
Assigned to EngineeringIncidents assigned to EngineeringOperator, Automation
249
AcknowledgedAlerts acknowledged as an IncidentOperator, Automation
250
ScheduledScheduled incidentsAutomation
254
ResolvedResolved incidents (e.g in SCSM)Operator, Automation
255
ClosedClosed incidents (in OpsMgr)OpsMgr, Operator
1
Process runningExternal process runningAutomation
5
SuspendedNot possible to solve at the momentOperator
6
Engineering notifiedEngineering has been notifiedAutomation
10
1. LevelAlert has been assigned to 1. LevelOperator
20
2. LevelAlert has been assigned to 2. LevelOperator, Automation
80
Test IssueTest issue, no action neededOperator
90
Known IssueAdditional alert to another alertOperator, Automation