Quick Overview:
Detailed Overview:
After an agent investigates an alert, it must be resolved. This is done using our workflow action buttons on the right hand side of the Alert detail page.
You can resolve an alert using workflow buttons; there are default buttons and custom buttons available.
The default actions
By default, an alert has the following actions:
- Reassign
- Change queue
Please note that default actions can be turned off by your administrator.
The custom actions
All other actions are configured through Workflow Buttons.
These are configurable buttons that you can program to do everything from "close an alert" to "turn an alert into a case" and everything in between:
Workflow Button actions include:
- Applying Tags
- Closing the Alert
- Adding Disposition
- Creating a Case
- Sending to another Agent
- Escalating to another Team
- and much more.
Some buttons will only appear once an agent has completed the investigation checklist.
If you do not have access to a workflow button, ask your organization's administrator.