{"id":58815,"date":"2023-02-17T13:10:13","date_gmt":"2023-02-17T05:10:13","guid":{"rendered":"https:\/\/oihelp.corporate.ifs.com\/help\/sentinel\/sentinel-primers\/case-management\/"},"modified":"2024-07-05T15:42:07","modified_gmt":"2024-07-05T07:42:07","slug":"case-management","status":"publish","type":"page","link":"https:\/\/oihelp.corporate.ifs.com\/help\/sentinel\/sentinel-primers\/case-management\/","title":{"rendered":"Case Management from Sentinel"},"content":{"rendered":"\n

Case Management, in Explorer, is all about actions and changing the status of events raised in source applications such as Sentinel, along with related case commentary. You can also manually raise a case in Explorer.<\/p>\n

Sentinel has configuration options for raising cases for certain events, under specific conditions.<\/p>\n

In Explorer, cases can be automatically prioritised daily, according to a set of configurable rules.<\/p>\n

Cases can also be pushed through various statuses (New, Investigating, Rejected\/Confirmed, Closed, Deprecated), with each case assigned to a single user at a time. Cases can be re-assigned at any stage, and comments can be added to cases.\u00a0<\/p>\n

Case Management Configurations<\/h2>\n

Case Management in Sentinel can be configured at various levels, and can also be overridden in places.<\/p>\n

Case Management is optional in Sentinel, and is enabled in the Sentinel configuration file<\/a>.\u00a0<\/p>\n

This affects what is shown in the User Interface.<\/p>\n

Aggregate Cases<\/h3>\n

The second level of configuration is at a Category<\/strong> level.<\/p>\n

This option is configured and updated separately (refer to the Sentinel Installation and Administration Guide<\/em>, in the section: Case Management<\/strong>), and cannot be changed from within the Sentinel application.<\/p>\n

If Aggregate Cases is enabled for a category, and there are open cases for the category, then no new cases are raised by Sentinel for that category; instead, a comment is added to the most recent open case of that category. The comment includes the following details:<\/p>\n

Event Raised:<\/em><\/p>\n

[Comment from the originating test\u2019s case options]<\/em><\/p>\n

When there are no open cases for the category, a single case for that category can be raised.<\/p>\n

Note: Every monitor belongs to a category. A new case is raised in a Case Form of the same category as the monitor.<\/p>\n

Case Options<\/h3>\n

Case options have default values that are defined in the Sentinel Configuration file<\/a>. These values can be overridden in Sentinel, per Test.\u00a0<\/p>\n

Case Options can be updated in a Test, and will affect all cases that are raised when the test runs.<\/p>\n

\"Graphical<\/p>\n

Case Title<\/h4>\n

This is the default title that Sentinel generates when a case is raised with an event, and appears in the case details in Explorer. This is defined in the Sentinel configuration file, but can be updated for a Test.<\/p>\n

Setting in the Sentinel Configuration file: DefaultCaseTitle<\/strong><\/p>\n

Case Description<\/h3>\n

This is the default description that Sentinel generates when a case is raised with an event, and appears in the case details in Explorer. This is defined in the Sentinel configuration file, but can be updated for a Test.<\/p>\n

Setting in the Sentinel Configuration file: DefaultCaseDescription<\/strong><\/p>\n

Case Comment<\/h3>\n

This is the default comment that Sentinel generates when a case is raised with an event, and appears in the case details in Explorer. This is defined in the Sentinel configuration file, but can be updated for a Test.<\/p>\n

Setting in the Sentinel Configuration file: DefaultCaseComment<\/strong><\/p>\n

Case Comment Override<\/h4>\n

When you set up the state configuration for a test, you can override the test\u2019s Case Comment, for a specific state.<\/p>\n

\"Graphical<\/p>\n

Only Create New Cases if Event State was Previously Severity of None<\/h3>\n

If this option is selected, a case is only raised if the event state has had a severity of None<\/strong> since the last case was raised.<\/p>\n

Setting in the Sentinel Configuration file: OnlyCreateCasesDefaultOption<\/strong>. This is selected by default if specified as True<\/strong> in the Sentinel Configuration file.<\/p>\n

Automatically Close Cases When Deferred Actions are Complete<\/h3>\n

If this option is selected, Sentinel automatically closes a case after it is confirmed (a user sets a case to confirmed in Explorer). If there are deferred actions set for the event, Sentinel closes the case after it carries out the actions.<\/p>\n

Setting in the Sentinel Configuration file: AutoCloseCasesAfterConfirmation<\/strong>. This is selected by default if specified as True<\/strong> in the Sentinel Configuration file.<\/p>\n

Manage Case for a State<\/h3>\n

At this level, you can configure Sentinel to raise a case with the event. If you select this option, then Deferred Actions is also an option. Sentinel will defer all actions for the state until the case is confirmed. If the case is rejected, the actions will not happen at all.<\/p>\n

\"Graphical<\/p>\n

Case Priorities<\/h3>\n

Priority rules can be set at a Category level, by a System Administrator. If a case belongs to a category that has prioritisation rules defined, its priority may be updated by the system during the daily Server service run. Every case is evaluated against a defined set of conditions particular to a category, and given a priority based on this evaluation.<\/p>\n

Each new case is immediately prioritised according to the rules. If there are no rules that apply to the case, it is given a priority value of 10, which is the lowest priority. Thereafter, the case is re-prioritised every day along with all the other cases, during the Server service run.<\/p>\n

\n

Viewing and Updating Cases in Explorer<\/h2>\n

Explorer provides an interface to all of the cases raised in Sentinel or other source applications. Cases can also be manually added from within Explorer. Users with Case<\/strong> privileges can update cases and add commentary, in the case details and case commentary, in Explorer.<\/p>\n

Case Management URLs<\/h3>\n

The URL command for the opening a case in Explorer is:<\/p>\n

https:\/\/[server name]\/P2.Explorer\/cases\/[CaseId]<\/em> where [server name] is the name of the Explorer Server and [CaseId] is the case\u2019s ID.<\/p>\n

\n

Managing Cases in a Test<\/h2>\n

If Case Management is enabled in Sentinel, you can configure the various states in a test to use it.\u00a0<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Sentinel has configuration options for raising cases for certain events, under specific conditions.<\/p>\n

Read more<\/i><\/a><\/p>\n","protected":false},"author":1,"featured_media":67342,"parent":58769,"menu_order":9,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[3],"tags":[964,961,960,631,976,975,974,973,972,959,962],"class_list":["post-58815","page","type-page","status-publish","has-post-thumbnail","hentry","category-primer","tag-actions","tag-aggregate","tag-autoclosecasesafterconfirmation","tag-case-management","tag-category","tag-defaultcasecomment","tag-defaultcasedescription","tag-defaultcasetitle","tag-deferred","tag-onlycreatecasesdefaultoption","tag-severity","Product-sen"],"_links":{"self":[{"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/pages\/58815","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/comments?post=58815"}],"version-history":[{"count":10,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/pages\/58815\/revisions"}],"predecessor-version":[{"id":67886,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/pages\/58815\/revisions\/67886"}],"up":[{"embeddable":true,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/pages\/58769"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/media\/67342"}],"wp:attachment":[{"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/media?parent=58815"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/categories?post=58815"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/oihelp.corporate.ifs.com\/help\/wp-json\/wp\/v2\/tags?post=58815"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}