Keep Your Incidents Up to Date

NNMi provides the Notes attribute to help you keep your incident information up-to-date. Use the Notes field to explain steps that were taken to date to troubleshoot the problem, workarounds, solutions, and ownership information.

If a node is deleted, only an NNMi administrator can view the incidents associated with that node.

To update an incident:

1. If you do not have an incident open, from the Workspace navigation panel, select the incident view you want to open; for example Open Key Incidents.
2. From the incident view, open the incident you want to update.
3. Type the annotations that you want to be displayed within the Notes field. Type a maximum of 1024 characters. Alpha-numeric, spaces, and special characters are permitted.
4. From the main menu, click  Save to save your changes or  Save and Close to save your changes and exit the form.

You also want to keep your incident Lifecycle State information up-to-date. See Track an Incident's Progress for more information.

NNMi provides the following information in the Correlation Notes field when it sets an incident's Lifecycle State to  Closed:

• The Conclusion information identifying the reason NNMi changed the incident's Lifecycle State to Closed. For example, NNMi might include an Interface Up Conclusion as the reason an Interface Down incident was closed.

• The time measured between when NNMi detected a problem with one or more network devices to the time the problem was resolved.
• The time when NNMi first detected the problem associated with the incident.
• The time when NNMi determines the problem associated with the incident is resolved.

NNMi inserts the information in front of any existing information provided.

NNMi provides Correlation Notes information only when the Causal Engine has analyzed and Closed the incident. Software that is integrated with NNMi might also provide information identifying the reason an incident was closed. Any time an incident is closed manually (for example, by the network operator), NNMi does not provide Correlation Notes information.

About the Incident Lifecycle

NNMi provides the Lifecycle State attribute to help you track an incident's progress (see the Lifecycle State information for the Incident form for more information). See also Track an Incident's Progress.

In some cases, NNMi updates an incident's Lifecycle State for you. For example, NNMi initially sets an incident's Lifecycle State to  Registered. It also sets an incident's Lifecycle State to  Closed. NNMi considers an incident to be Closed when NNMi has confirmed that the problem reported by this incident is no longer a problem. For example, the device is now functioning properly. Examples of when NNMi sets an incident Lifecycle State toClosed include:

• When an interface goes up, NNMi closes the Interface Down incident.
• When a node goes up, NNMi closes the Node Down incident.

NNMi provides the following information in the Correlation Notes field when it sets an incident's Lifecycle State to  Closed:

• The Conclusion information identifying the reason NNMi changed the incident's Lifecycle State to Closed. For example, NNMi might include an Interface Up Conclusion as the reason an Interface Down incident was closed.

• The time measured between when NNMi detected a problem with one or more network devices to the time the problem was resolved.
• The time when NNMi first detected the problem associated with the incident.
• The time when NNMi determines the problem associated with the incident is resolved.

NNMi inserts the information in front of any existing information provided.

NNMi provides Correlation Notes information only when the Causal Engine has analyzed and Closed the incident. Software that is integrated with NNMi might also provide information identifying the reason an incident was closed. Any time an incident is closed manually (for example, by the network operator), NNMi does not provide Correlation Notes information.

Another way to help you identify those incidents closed by NNMi is by looking at the RCA Active attribute value. When NNMi considers an incident to be Closed, it sets the RCA Active attribute value to False. This means NNMi's root cause analysis (RCA) engine is no longer actively evaluating the problem reported by this incident.

NNMi continues to update the duplicate count regardless of an incident's Lifecycle State. For example, if an incident's Lifecycle State is set to Closed, the Duplicate Count continues to be incremented. This behavior helps you identify situations in which the incident is not yet fixed. Take note if the Duplicate Count is incremented after a lengthy time period has elapsed; this might indicate there is a new problem with the node, interface, or address.