Introduction to Operational Insights

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Operational Insights is a tool for optimizing the performance of Raptor's services by detecting, diagnosing and managing errors.

Operational Insights is a monitoring tool that allows you to pinpoint and solve performance issues within Raptor's services. Errors discovered in our source systems are sent to the dashboard in real-time, allowing you and your team to triage and prioritize each error.

Error overview

The landing page provides an overview of open and closed errors.

All open errors contain the following fields:

  • Description: a short description that comes from the belonging Source System.
  • Status: the current status of the error.
  • Occurred: the first occurrence of the error.
  • Last action: the time and date of the last action that is performed on the error.
  • Actions: the actions that can be performed on the error. The actions differ, depending on the error status.

And on the closed errors contain the following fields:

  • Description: a short description that comes from the belonging Source System.
  • Status: the current status of the error.
  • Occurred: the first occurrence of the error.
  • Closed: the time and date of the closing of the error.
  • Closed By: the person who closed the error.
  • Actions: the actions that can be performed on the error. The actions differ, depending on the error status.

Error statuses

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Error actions

Acknowledge: Acknowledge an error to let others know that you are aware of and responding to the error.

Forward: Forward an error to pass forward information to a contact person and/or Raptor's support team.

Ignore: Ignore an error to hide it indefinitely. Identical new errors will automatically be ignored and can only be opened again manually.

Snooze: Snooze to hide the error and it’s notifications. The error will appear again when the set snooze time is expired.

Stop snooze: Stop snooze to stop the error from snoozing.

Resolve: Resolve the error when it is fixed.

Open: Open a closed error to move it to the ‘Open errors’ tab.

 

Forwarding

The forward function allows you to forward an error to a contact person or to Raptor support. The contact person(s) will receive an e-mail with all error information.

How to forward an error:

Step 1: Select a contact person

  1. Open the forward window by selecting the forward action on the desired error.
  2. Add the name and e-mail address of your contact person or select a contact person that is saved from a previous forwarded error.
  3. Check the checkbox if you wish to save a new contact person.

Step 2: Add a Raptor contact

  1. Select your Raptor support contact person, or Raptor’s support e-mail if you wish to share the error with us. This step is optional.

Step 3: Add message

  1. Add an extra message for the receiver(s).

Error information

Click on the error to see extra error information.

The first tab called ’Insights’ displays more details about the error. In here you can see the errors title, description, status, error code, area, first occurrence, last occurrence and total occurrences.

In the second tab called ’action timeline’ you will find all previous actions that have been performed on an error. Each box displays the action, the current error status, the occurrence and the person who performed it.

The third tab ’Troubleshooting’ will provide some possibilities on how to solve the error.

 

Notifications

When clicking the button ’Notifications’ in the top right corner, you can fill out your notification preferences. The dialog allows you to turn on notifications for every newly occurred error and/or to turn on error summaries. The error summary contains a list of all open errors at that time. Make sure that your e-mail address is filled out correctly. Press ’save’ to save your notification preferences. 

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