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Active Dispatch Logs (BETA)

When

The doActive we use this?

Dispatch Logs feature allows administrators/administrators and dispatchers to recordrecord, track, and trackmanage all incoming inquiries thatand comeautomated intosystem thealerts. officeIts throughprimary alertspurpose or another system. These dispatch logs can be linkedis to incidents for further tracking if the alert that triggered the dispatch log did not already haveprovide a validcentralized incident attached. The Dispatch Log also provides administrators with a summarydashboard of all open dispatch entries.entries Someand systemsseamlessly suchlink them to actionable incident reports for further tracking. This article is intended for OPS-COM administrators and dispatch personnel.

Setup and Configuration

The Active Dispatch Logs feature is a core component of the Incident module. While it requires no special setup to operate, users must have the appropriate incident and dispatch management permissions enabled on their administrative role to view, edit, or assign incidents to logs.

Using this Feature

The Active Dispatch Logs page serves as Cisco Prime or ITS-NetworkingAlerts can push the incidentprimary numberworkspace withfor andispatchers alertto view all open logs that createsrequire afollow-up, dispatchadd lognew withrecords, theand associatedassign incidenttasks assumingto itother exists. administrators.

Reviewing

Accessing Dispatchand Logs:

Creating Logs

  1. Hover over the Incidents icon, click Dispatch, and select Active Dispatch Logs.

    2024-10-16_16-56-12.png

    This will bring up the View/Edit Dispatch Logs page. Here administrators/dispatchers canto view all open logs that still need to be followed-up on.
    entries.

    2024-10-16_17-00-42.png

    2. Creating new Dispatch Log Record:

  2. To create a new log record clickClick the "Add Log"Log button in the top right of your screen:screen to create a new record.

    2024-10-16_17-00-421.png

    3. This will bring up the Add New Log Record screen:

    2024-10-16_17-13-35.png

  3. Select the appropriate Source Sourceand and Category from the drop-down menusmenus.

    and
    4. type
  4. in

    Type anythe necessary details that need to go withinto the log in the Note section.

    Depending
    5. on
  5. whether or not you want the dispatch log to be closed, click

    Click Save Log orto Save Log & Close. If Save Log is clickedkeep the informationrecord will be savedopen and theactive, log will show at the top of the listing of Dispatch Log Records.

    Adding Additional Log Notes:

    If dispatchers want to add a separate log that is attached to the first log, click the blue plus icon under actions:

    2024-10-16_17-21-36.png

    This will bring up an Add New Log Note screen where dispatchers can include the Source of the information, the Category and any notes that need to be included:

    image.png

     To save the log click the Save Log button. OR To save the log and to also close the log, if it is completed,or click Save Log & Close button at the bottom:

    image.png

    Viewing Additional Notes / Rolled-Up Alerts

    The dispatcher can view all of the available log records associated withif the dispatch logis onalready resolved.

If a dispatcher clicks the View/Editincident Dispatchnumber Logslink page by clickingwithin a log thatbut receives an error, ensure their administrative role has additionalthe notes/alertsproper associatedpermissions configured to it.view Thisand isedit indicatedincidents.

by

Adding Additional Log Notes

  1. Click the blue plus icon under the actions column of an existing log to add a blueseparate, numberattached (note.

  2. Select the numberSource beingand howCategory, manyand notesenter arethe linkedsupplemental details.

  3. Click Save Log to append the lognote, inor question):click Save Log & Close to append the note and close the entire dispatch log.

    2024-10-16_18-00-31.gif

Assigning a Log to an Incident Report

  1. Click the Assign button under the actions column to attach the log to an incident report:

    If dispatchers want toor assign an admin user to act on the log or if they want to attach an incident report, select the Assign button under actions:it.

    2024-10-16_17-30-03.png

  2. The Assign an Incident Report window will open. The dispatcher canSelect either assign the log to A new incident or An existing incident:incident.

    image.png

  3. IFAssign Athe new incident is selected and assignedlog to an admin useruser. aIf newyou incidentselected will be created.
    IF Anan existing incident is selected a new Incident Number field will appear. The dispatcher can eitherincident, search for the incidents already assigned to an admin user ORor manually enter in anthe incident number:number.

Closing Dispatch Logs

  1. image.pngClick the red X icon under the actions column when a log has been fully dealt with.

  2. WhenClick the Confirm button in the pop-up window to remove it from the active list.

Searching Contacts

  1. Click the Search Contacts button to open the Search Contact History window. Depending on the width of your monitor, this button will be located either on the right side of the screen or along the bottom of the page.

Visual Cues and Status Indicators

  • Blue Number Icon: Indicates how many additional notes or rolled-up alerts are linked to the dispatch log. Click the log to view all associated records.

  • Incident Number Link: Once an assignment is made, the incident number will appearappears in the listing of Dispatch Log Records. ThisClick this link can be selected to gaindirectly accessview toor view/edit the incident report if the admin account viewing the dispatch page has permissions to view and/or edit incidents:report.

    image.png (2).png

    • Close

Dispatch

Available Logs:

Actions and Buttons

  • ToRefresh: closeDisplays a logcountdown once it has been dealt with, click the red X icon under actions:

    2024-10-16_18-02-23.png

    The Confirm Closing Log window will open with a Confirm button that can be clicked.

    2024-10-16_18-04-09.png

    Search Contacts:

    Depending on the width of the admin/dispatch users View/Edit Dispatch Logs page the Search Contacts area will either be located on the right side of the screen (for wide monitors/windows):

    2024-10-16_18-11-55.png

    OR along the bottom of the View/Edit Dispatch Logs page:

    2024-10-16_18-13-16.png

    When Search Contacts Button is clicked the Search Contact History window will appear:

    2024-10-16_18-15-04.png

    Miscellaneous buttons:

    image.png

    Refresh: The dispatch page will automatically refresh every minute by default. The Refresh number indicatesindicating how long until the page will automatically refresh.refreshes Some actions will stop (the pagedefault refreshis fromone occurringminute). Actions such as adding notes or assigning an incident.incident will temporarily pause the page refresh.

  • Limit To RecentRecent:: Limit Dispatch logs to recent logs only. Toggle this setting to view older dispatch logs in addition to recent ones.

  • View Classic LogsLogs:: ThisClick willthis button to redirect the admin/dispatcher to the oldlegacy dispatch logs view,view.

    this
    • is
a
temporary

Best featurePractices thatand existsConsiderations

until

  • Keep the olddashboard clear: Always close dispatch logs once they are resolved using the red X icon or the Save Log & Close button. This ensures your active dispatch view remains uncluttered and focused on actionable items.

  • Leverage external integrations: Organizations should take advantage of API integrations where possible. Systems such as Cisco Prime or ITS-NetworkingAlerts can be configured to push an incident number alongside an alert, automatically creating a dispatch log viewwith isthe completelyassociated removed.incident already attached.

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