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Manage Issues

After Issues are created, to present the specific information of Issues more intuitively to users, Incident further unifies the management of all Issues generated within the current workspace through channels.

Based on channels, you can customize the subscription of the Issues you want to focus on, view subscribed members or notification targets, and achieve member collaboration through various methods such as using the time widget or replying to Issues. This article will introduce how to manage Issues at the channel level, as well as related operations and configurations.

Channel List

Go to Incident > Channels. Each workspace has a default All channel, which displays all Issues. You can also create custom channels.

Create Channel

Go to Incident, and click Add Channel at the bottom of the channel list on the left side of the current page. Enter the channel name to complete the addition.

You can also create a channel in the following paths:

  • When replying to an Issue, enter # in the reply content, and you can select Add in the pop-up window to create a new channel;

  • In the Create Issue entry > Monitoring > Event Notification > Channel, click the channel dropdown box to create a new channel as needed.

Channel List

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

  • Click multiple selections to display Issues from multiple channels in bulk.

  • Select "Only My Responsible" to view and manage all Incidents for which you are responsible in the current workspace.

To manage Incidents for which you are responsible, go to Personal Center > Incident Management for viewing.

Channel Management

After creating a channel, you can configure subscriptions, notification targets, filters, and searches on the right side of the channel list. All Issues under the current channel will be listed. Click on an Issue to open its details page.

Basic Information

You can view or modify the name of the current channel and add a description to explain the background of the channel creation and the scope of issue handling.

Note

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

Upgrade Channel Notification

Click the icon at the top left of the Issue list, or click Settings to expand the display page.

  • You can directly select Notification Strategy;

  • Select notification targets; click the dropdown box to select a notification target to receive updates on Issues in the current channel;

  • Upgrade configuration: Set to send upgrade notifications to the corresponding notification targets when new Issues exceed a certain number of minutes without a designated responsible person.

Subscribe to Channel

Click the icon at the top left of the Issue list to select the subscription function as needed.

  • Responsible: After subscribing, you will receive notifications for new Issues, replies to existing Issues, and daily Issue summary notifications;

  • Participate: After subscribing, you will receive notifications for new Issues;

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

  • None: Unsubscribe.

Time Range Filter

In the default state, all Issues are automatically listed. You can add a time range for further filtering.

After selecting the date range, all audit events during 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 clear the time filter conditions.

In the filter and search bar at the top left of the Issue list, enter 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 search methods, refer to Search Instructions.

Issue Correlation Analysis

If the current Issue is already associated with certain events, the Icon will be displayed along with the corresponding number. Click to jump to the event explorer to list the relevant event count statistics: including all associated events (whether triggered by Incident or added later in comments).

Issue Details Page

Click on an Issue in the channel to open its details page, where you can view the status, level, source, description, attachments, associated events, and reply information of the Issue;

You can also change the information here on the details page. Refer to Permission List.

Reply to Issue

Issue reply records generally originate from two situations.

A member initially creates an Issue or changes the status, level, or description of the Issue;

Manually input a reply. For this situation, you can refer to the following instructions:

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

  • If you enter # in the reply content, there may be two scenarios:

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

    • The channel does not exist: You can select Add in the pop-up window to create a new channel;

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

Modify/Delete Reply

Click the edit and delete buttons on the right side of the reply to edit or delete the reply.

Note

Only the creator of the reply can modify the reply.