What are Incidents? › How to Respond to an Incident

How to Respond to an Incident

Incidents and incident responses are useful for troubleshooting in the following ways:

• Incidents maintain a record of conditions at the time a problem occurs.
• Incident responses automatically gather information that helps you troubleshoot a problem, reducing the mean-time-to-repair (MTTR).

An email about an incident contains a notification that a threshold was crossed. The message also contains a link to the incident report, where you can drill down into detailed information.

Status updates are available for SNMP trap notifications. A UC Monitor administrator can configure them as incident response actions. They also include a notification that performance for a certain component has returned to normal after a recent threshold condition that was also reported. For each incident reported in an incident response email message, one or more links to associated UC Monitor reports are included.

When you receive an notification of an incident (such as an email or an SNMP trap), perform one or more of the following actions to troubleshoot the poor performance.

• Click links provided in the notification to view the relevant incident report.
• Drill down for more information about the incident, such as the status of call servers.
• Click the Related Reports link to an associated investigation report. Review the Traceroute Investigations report to see whether the path of the call setup traffic resembles the one shown in the Baseline Traceroute Details.
• Launch a manual traceroute investigation for more information about the route between the affected endpoint and its call server or voice gateway.
• Initiate a Call Watch for the affected endpoints.
• Acknowledge the incident to reduce its priority and to let other operators know that the issue is addressed.

  Note: You can acknowledge an incident for a degraded performance condition and not be aware that the performance condition has deteriorated further. A degraded incident can change to severe status while still appearing as acknowledged in incident reports. As a best practice, acknowledge only those incidents that you have taken steps to address.

More information:

What is Call Watch?