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Manage Issues

After Issue creation is completed, to more intuitively present the specific information of the Issue to users, Incident further manages all Issues generated within the current workspace through channels.

Based on channels, you can customize the scope of Issues you want to subscribe to, view subscribed members or notification targets, use time widgets, or collaborate with members through various means such as replying to Issues. This article will introduce how to manage Issues at the channel level and related operations and configurations.

Channel List

Enter Incident > Channels, each workspace by default has an all channel, where all Issues are displayed within that channel. You can also create custom channels.

Create a Channel

Enter Incident, below the channel list on the left side of the current page, click Add Channel, input the channel name, and it is added upon completion.

You can also create a new channel via the following paths:

  • When replying to an Issue, input # in the reply content, and choose add from the pop-up window to create a new channel;

  • In Issue's creation entry > Monitoring > Event Notifications > Channel, click the channel dropdown box, and create a new channel as needed.

Channel List

  • For all created channels, hover over the right side of the channel to choose whether to pin the channel.

  • Click multi-select to batch display Issues from multiple channels.

  • Select "Show only mine", to view and manage all incidents tracked under the current workspace assigned to you.

To uniformly manage personally responsible incidents, go to Personal Center > Incident Management.

Channel Management

After creating a channel, you can configure subscriptions, notification targets, filtering, and searching on the right side of the channel list. All Issues under the current channel will be listed, and clicking on a specific Issue opens its detail page.

Basic Information

You can view or modify the name of the current channel, add a description for the current channel, describing the background of its creation and the scope of abnormal issue handling, etc.

Note

The default channel name cannot be changed; and the default channel cannot be deleted, only exited.

Upgrade Channel Notifications

In the upper-left corner of the Issue list, click the icon , or click Settings to expand the display page.

  • You can directly select Notification Strategies;

  • Select notification targets; click the dropdown box, and choose a specific notification target to receive updates on Issues within this channel;

  • Upgrade configuration: Set to send upgrade notifications to corresponding notification targets if no responsible person is specified after a certain number of minutes have passed since the new Issue was created.

Subscribe to Channels

In the upper-left corner of the Issue list, click the icon , and you can choose subscription functions as needed.

  • Responsible: After subscribing, you will receive notifications about newly delivered Issues, replies to existing Issues, and daily Issue summary notifications;

  • Participate: After subscribing, you will receive notifications about newly delivered Issues;

  • Follow: After subscribing, you will receive daily Issue summary notifications at 9:00 AM;

  • None: Cancel subscription.

Time Range Filtering

By default, all Issues are automatically listed, and you can add a time range for further filtering.

After selecting a date range, all audit events within the selected time range will be listed. The default start time is 00:00:00, and the default end time is 23:59:59.

  • After selecting the time range, click Select Time to customize the time range;
  • Click Clear to remove the time filter conditions.

In the filter and search bar above the Issue list on the left, input the corresponding filter & search conditions to accurately locate your target Issue.

  • Filter conditions: Source, Level, Status, Creator, Updater

  • Search conditions: Issue title, Issue description

For more details about search methods, refer to Search Instructions.

Issue Association Analysis

If the current Issue is associated with certain events, the corresponding Icon will display along with the count. Clicking it will redirect you to the event explorer, showing statistics for all associated events (whether they were triggered by incident tracking or subsequently appended in comments).

Issue Detail Page

Clicking on an Issue within a channel opens its detail page, where you can view the status, level, source, description, attachments of that Issue;

You can also modify the information here, refer to Permission List.

Reply to an Issue

Issue reply records generally arise from two scenarios.

A member initially creates an Issue or changes relevant information such as status, level, or description of the Issue;

Manually inputting a reply. For this scenario, please refer to the following instructions:

  • If you want to mention a member in your reply, and the member name exists, a notification will be triggered automatically; if the member name does not exist, no notification will be triggered;

  • If you input # in your reply, there may be two scenarios:

    • If the channel already exists: Once your reply is successfully created, the Issue will be delivered to the corresponding channel;

    • If the channel does not exist: You can choose add in the pop-up window to create a new channel;

  • You can add links or upload images, videos, text files (CSV/TXT/JSON/PDF, etc.) in your reply.

Modify/Delete Reply

Click the edit and delete buttons to the right of the Reply to edit or delete that reply.

Note

Only the creator of the reply can modify it.

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