Using the Incidents Page › Use the Incidents Page › Incidents, Incident Responses, and Investigations

Incidents, Incident Responses, and Investigations

An incident is a record of information created when a performance threshold is crossed. Thresholds are boundaries of acceptable performance behavior, which exist by default for each application. Administrators can change thresholds to make them more or less sensitive to performance changes.

When thresholds are crossed, the management console creates incidents with assigned sequential case numbers and reports these incidents on the Incidents page. If the management console administrator configured incident responses and associated them with the violated thresholds, the management console launches one or more automatic responses. If you need more information to resolve a problem, you can launch an investigation to troubleshoot the problem.

The management console closes an incident if the following conditions are true:

• One full hour of acceptable performance has passed.
• The server in question enters a maintenance window.
• The incident is 24 hours old. If the problem persists, the management console opens a new incident.

When the management console is registered with the CA PC or CA NPC, and the management console detects a new Minor or Major condition, the management console opens an incident and CA PC or CA NPC opens a corresponding event.

• If the Minor or Major condition that triggered a management console incident exhibits one clock-hour of normal performance, the management console closes the incident, and the CA PC or CA NPC clears the corresponding event. Afterwards, if the Minor or Major incident condition returns, the management console opens a new incident and CA PC or CA NPC opens a corresponding event.
• If a management console incident remains Open for 24 hours, the management console automatically closes the incident regardless of its condition. If the Minor or Major incident condition still exists, the management console opens a new incident and CA PC or CA NPC increments the count of the corresponding event. Otherwise, after a synchronization delay of approximately 10 minutes, the CA PC or CA NPC clears the event.

To enable the CA PC or CA NPC to clear events that are associated with a management console incident where a server was offline, if the management console reports a full hour of No Data for a Minor or Major incident condition, CA PC or CA NPC clears the corresponding event. If the management console detects a new Minor or Major condition after a server is brought back online, the management console opens an incident and CA PC or CA NPC opens a corresponding event.

In CA PC or CA NPC, if a user closes an event that corresponds to a management console incident, the incident status in the management console changes to Acknowledged. After the incident condition exhibits one clock-hour of normal performance, the management console automatically Closes the incident.