Queues and teams are defined in Configuring Queues & Teams. But the day-to-day reporting and management of those teams can be done through incident admin screen.
To see Incident Admin, your account will require a role with "Incident Admin" permission. See: Configuring Roles & Access
Incident Admin Tab
If access has been granted, you will see a new section on the Darwinium sidebar, "Incident Admin"
Once in this screen, you can:
- See incident dashboards
- Manage team members
- See queue info, perform bulk assignment actions
Dashboard
Daily Breakdown
Shows by the day the number of:
- Incidents created
- Incidents closed
- cumulative open incidents
Action Summary
Action summary provides a table of worked incidents, average time worked and split by close action and/or reassignment.
It can be grouped by one or two of the following:
- User
- Queue
- Rule
Team Members
A team is a collection of users that can take incidents from a particular queue.
The Team Members tab allows admins to add and remove users from each existing team.
A user can only belong to one team. But multiple teams can work same queues. See Configuring Queues and Teams
By clicking View on a user, the admin can also:
- see how many assigned incidents
- reassign to another user
- unassign all (back into the queue).
Queue Info
This screen returns high level information about each queue including:
- Queue Name & ID
- Close Actions: Actions available for this queue.
- Actions are the result of investigation. Can include setting final review status, running a workflow to add labels, or calling another external service.
- Defined in incidentManagement.yaml in Workflows
- Length: How many incidents are in the queue awaiting an action
Additionally there are bulk operations available in top right:
- Assign All to another Queue: Migrate queues
- Close All with Action: perform a bulk action eg. Ignore action to purge current queue.