Archived Cases

An archived case is a case that was closed by the user or archived by the VirtualWisdom platform.

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Note

The default archival interval for open cases (when the case is archived) is 21 days, and an email notification is automatically sent to all VirtualWisdom Administrators.

Table 8. Archived Case List View Fields

Column ID

Definition

Severity

Alarm Severity

Case ID

VirtualWisdom Case ID

Case Type

VirtualWisdom Case Type

Entity

Entity affected by the case

Entity Type

Entity type affected by the case

External Case ID

Text entry box for tracking a ticket number from an external ticketing system

Status

Archived Case Status (Archived, Closed)

Open On

Date and time case was opened

Archived On

Date and time case was archived or closed



You can sort the list view by these fields: Severity, Case ID, Case Type, Status, Open On, and Archived On. Drill down on a row to view the archived case.

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Archived cases cannot be deleted using the UI. Archived cases age out automatically after which they are no longer visible on the Archived Cases page.

Archived Case Page

Overview Tab

The Overview tab displays summary information for the archived case. It displays the impacted entity, applications and tiers. It shows you statistics such as total number of alarms and first and most recent alarm date and time. It also shows you the primary rule that triggered the alarm along with statistics for that alarm rule.

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At the top, the case severity is displayed and a link to see which users are watching the case.

The Topology button takes you to a topology view of the impacted entity while the Close Case button lets you close the case.

The external case section at the bottom provides information on incident tickets that may have been opened in an external system. VirtualWisdom opens tickets in ServiceNow and displays the external case information here if ServiceNow has been integrated.

On the right is a pane that displays the investigation workflows that may have been used to troubleshoot the alarm.

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The Latest Alarms tab shows you a list of the most recent alarm events. It includes the alarm rule that triggered the alarm, the metric being monitored, the threshold, and the metric value that triggered the alarm.

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