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.
|Name||Used for||Used by|
|New||Alerts that has not been processed||OpsMgr|
|Awaiting Evidence||Alerts under investigation||Operator|
|Assigned to Engineering||Incidents assigned to Engineering||Operator, Automation|
|Acknowledged||Alerts acknowledged as an Incident||Operator, Automation|
|Resolved||Resolved incidents (e.g in SCSM)||Operator, Automation|
|Closed||Closed incidents (in OpsMgr)||OpsMgr, Operator|
|Process running||External process running||Automation|
|Suspended||Not possible to solve at the moment||Operator|
|Engineering notified||Engineering has been notified||Automation|
|1. Level||Alert has been assigned to 1. Level||Operator|
|2. Level||Alert has been assigned to 2. Level||Operator, Automation|
|Test Issue||Test issue, no action needed||Operator|
|Known Issue||Additional alert to another alert||Operator, Automation|