Overview

On the Case Management page, cases can be sorted by creation date, status, or priority. By default, cases are sorted by creation date.

To make bulk edits to cases within a project, use the checkboxes to select one or more cases. Then, use the drop-down menus to perform actions in bulk, such as status management, assignment, and archiving. When cases are moved to a different project, the cases are assigned a new case ID. The old case URL does not redirect to the new case.

Keyboard shortcuts

Use the following keyboard shortcuts for swift navigation:

Search cases

Within a project, you can search for cases by:

• attribute key-value pairs: For example, to find all cases created from Event Correlation patterns, search for creation_source:Event Management. For cases created from individual events, search for creation_source:Event.
• title: Surround your search term with double quotes. For example, to find all of your cases containing the term “kubernetes pods” in the title, search for "kubernetes pods."

To compose a more complex query, you can use the following case sensitive Boolean operators: AND, OR, and - (exclusion). For example, priority:(P2 OR P3) returns cases of either priority P2 or P3.

Additionally, you can search for cases across all projects using the global search bar in the top left corner.

Create a view

A view is a saved query filter that allows you to scope a list of cases down to what’s most relevant to you. Projects have default views for each of the statuses: open, in progress, closed, and archived. In addition, there are default views for cases assigned to you and created by you.

To create a custom view:

1. Select Add View from within a project.
2. Give the view a name.
3. In the search box, enter a query. The preview refreshes to show you the cases that match the current search query.
4. (Optional) Send a notification with third-party tools such as Slack, Microsoft Teams, PagerDuty, or Webhooks. Click + Add Recipient Type and select from the pre-configured channels or recipients. See Create notifications and tickets to learn more about the available tools and options.
5. Click Save view.

Case details

The Case Details page acts as the single source of truth on what is going on with the investigation. Each case has the following properties:

Status

All cases default to open upon creation. As you progress through the case, you can change it to in progress and closed. Type S to change the status of a case.

Priority

By default, a priority is not defined. You can set the priority of the case to P1 - Critical, P2 - High, P3 - Medium, P4 - Low, P5 - Info. Type P to set the priority of a case.

Assignee

Unassigned by default. To assign it to a user, type A. To assign it to yourself, type I.

Attributes

Adding attributes allow for organization and filtering. By default, all cases have the following attributes: team, datacenters, services, environments, and versions.

Archiving

Archiving a case removes it from searches. Type E to archive a case.

Activity timeline

Each case automatically creates an activity timeline to capture real-time updates to status, assignee, priority, signals, and any comments added. If you’re tagged in a comment, you receive an email. Type M to add a comment and Cmd + Enter to submit it.

Take action

Use Case Management to gather information, context, and resources to determine the proper action to take. This includes further investigation, escalating to an incident, or closing out a case.

From an individual case:

• Create an investigative notebook: Gather investigation information and collaborate with your team members.
• Declare an incident: Escalate a case to an incident and kick off your incident response process.
• Manually create a Jira issue: Use Shift + J to create a Jira issue. For more information on how to configure automatic Jira issue creation and bidirectional synchronization, see the Settings documentation.
• Manually create a ServiceNow incident: Use Shift + N to create a ServiceNow incident.
• Meet on CoScreen: Share screens for collaborative debugging
• Close out the case: Let the team know that no further action is needed. Update the status of the case to closed.

Case Analytics

Case Analytics is a queryable data source for aggregated case statistics. You can query these analytics in a variety of graph widgets in both Dashboards and Notebooks to analyze team productivity and identify patterns in issues.

The following widgets support Case Analytics: timeseries, top list, query value, table, tree map, pie chart, change, and list.

Further Reading

Additional helpful documentation, links, and articles:

Case settingsDOCUMENTATION