Version: 1.0 | Last Updated: 01/10/2024 ## Overview - **Feature Name:** Attention - **Audience:** End-User, Administrators, Support team - **Prerequisites:** User in MoovingON AI --- ## Table of Contents 1. [[#Introduction]] 2. [[#Getting Started]] 3. [[#Configuration/Setup]] 4. [[#Usage Instructions]] 5. [[#Best Practices]] 6. [[#FAQs]] 7. [[#Related Links]] --- ## Introduction - **What is this feature?** The Attention feature allows users to attach a note to specific events or any events matching an expression. This feature helps highlight important information or instructions directly on the event, ensuring it is clearly visible and easily referenced. --- ## Getting Started - **Initial Setup:** - **** **By clicking on a event, then Create Noteboard** **** **Choose the Attention option** **** **Here you’ll be prompted with the host and service from the event you clicked on, you can add the reason for the attention in the Description field** **** **Setting an automatic timer for Attention** --- ## Configuration/Setup - **Detailed Configuration Steps:** Sometimes we need to attach a note to every event coming from a specific Host/region/service, you are able to do that by adding a wildcard “ % “ to the start and end of the expression, for example **** **You can see the area highlighted in red is between two wildcards, means that the expression searches for the content in between the “ % “** **And the blue highlighted area can be deleted, because the customer informed us that this note applies for everything under “Investigation” in the EU region** **And when putting an empty wildcards (double %) so everything in Host/Service is selected, So we don't miss any other events **** **this button tests the expression and returns the corresponding events that match the specified expressions, ensuring the correct selection before applying any further actions.** --- ## Usage Instructions - **Monitoring Ongoing Issues:** If an event requires periodic checks or monitoring, a note can be added to remind team members about ongoing issues that need continuous attention throughout multiple shifts. - **Customer-Specific Requests:** For events related to specific customers, a note can be attached to remind the team of custom instructions or service agreements associated with the customer’s needs. - **Training and Knowledge Sharing:** Senior team members can add instructional notes to events, providing guidance for junior staff on how to handle or respond to certain event types, improving team knowledge and response consistency. - **Escalation Preparation:** When an event is likely to be escalated, the attention note can include all relevant details to ensure that the necessary context is passed along when the escalation occurs. --- ## Best Practices - **Recommendations:** 1. Attention is used generally to indicate more than 24-48 hours note. Or a long-term change to the alert handling that normally can not be implemented to the runbook or that is not final change and it's important to abide by when handling. In some cases these changes take time to implement in the runbook, until then it's added as attention. 2. In case of a whole group of alerts, we have to configure the "Host" and "Service" accordingly - **Avoiding Common Pitfalls:** 1. The attention feature configuring includes the discard feature as well; we have to make sure we're not discarding the alert 2. Not to include a whole group if alerts are not relevant to the attention --- ## FAQs - **Q:** Can not see the attention just added **A:** 1. Check how much attention is assigned to the alert. We can not see more than five attentions per alert 2. Go to the Noteboard section and make sure the attention has the appropriate details of the alert - **Q:** The alert disappeared after adding the attention and can not be found in Active or Done **A:** 1. The attention may have been discarded instead of adding attention 2. Go to the Noteboard section and make sure the attention has the appropriate details of the alert - **Q:** Attention that is still relevant has disappeared **A:** 1. The attention end time may have passed 2. Go to the Noteboard>Archive section and extend the end time till the relevant team --- ## Related Links - **Internal Links:** [[02.03 Event Screen]]