Show TOC

Procedure documentationMonitoring and Handling Exceptions Locate this document in the navigation structure

 

You monitor and handle exceptions in the Root Cause Analysis work center, under   Exception Management   Monitoring  .

The logged exceptions that have occurred in your monitored technical systems are displayed by category in a personal worklist. For each category, the number, type (single or multi-step), and source of exceptions is displayed. You can restrict the display by using Quick Criteria Maintenance or by defining your own query.

Procedure

Displaying Details of an Exception

  1. To display the exception instances for a category, select the category in the list.

    The individual exception instances are displayed under Instance Group.

  2. To display the details of the exception, select the exception instance in the list, and then choose Details.

    The Exception Details window appears. From this window, you can do the following:

    • Jump to the Guided Procedures Browser to create a guided procedure for the exception

    • Display correlated exceptions, if any

    • Jump to the exception source and extractor log

    • Create an incident or notification about the exception

Assigning an Exception to a Processor

You can assign a processor to an exception instance to keep track of who is working on the problem.

  1. Select the exception instance, and then choose Assign.

    A dialog box appears.

  2. Select a status and processor.

  3. Save your entries.

Sending an E-Mail or SMS Message About an Exception

You can send an e-mail or SMS message about an exception to one or more recipients. The system automatically supplies exception details and, for e-mail, generates context-sensitive links to the exception details and guided procedures.

  1. Select the exception instance, and then choose Create Notification.

    A dialog box appears.

  2. Select one or more recipients.

  3. Specify whether you want to send an e-mail, an SMS message, or both.

  4. Add your own text to the e-mail or SMS message, if desired. For e-mail, you can also add attachments.

  5. Send your message.

Creating an Incident for an Exception

Exception management incorporates the IT Service Management infrastructure for handling exceptions. To create an incident message for an exception, proceed as follows:

  1. Select the exception instance, and then choose Create Incident.

  2. Choose the message type, and then confirm.

    A dialog box appears.

  3. Fill in the appropriate fields, and then choose OK to create the message.

For more information, see IT Service Management.

Creating or Executing a Guided Procedure

Exception management is linked with an authoring tool that allows you to create, edit, and execute guided procedures for handling exceptions.

  1. Select the exception instance, and then choose Guided Procedures.

    The Guided Procedures Browser appears.

    • If any guided procedures exist for the selected technical system, they are displayed in the list, and you can execute or modify them.

    • If desired, you can create a new guided procedure by choosing Create, and then following the instructions on your screen.

  2. Save your entries.

For more information, see Guided Procedure Authoring (GPA).

Navigating to Your Alert Inbox for an Exception

If you have coupled exception management with the Technical Monitoring and Alerting Infrastructure (MAI), you can jump directly to your Alert Inbox from a selected exception to view any corresponding incidents or notifications. For more information, see Coupling to the Monitoring and Alerting Infrastructure.

  1. Select the exception instance, and then choose Alert Inbox.

    You jump to your Alert Inbox, which shows the alerts for the selected exception instance.

  2. Analyze and process the alerts as desired.

For more information, see Technical Monitoring Alert Inbox.