In this 1:24 tutorial you will learn how to explain how cases open, the seven stages, the response clocks and the audit trail.
What you will learn
- Cases open automatically for HIGH and MEDIUM incidents, with 4 and 24 hour clocks
- The seven stages, and the Advance button
- The hash-chained audit trail, and what happens when the clock runs out
Chapters
Good to know
Which incidents open a case?
HIGH and MEDIUM severity incidents open a case automatically, with a 4 hour response clock for HIGH and 24 hours for MEDIUM.
What happens when the clock runs out?
The case shows SLA BREACHED, and the system records the breach in the audit trail.
Transcript
Read the full transcript
When something serious appears, the Media Room turns it into a managed case. Stay to the end, and I will show you what happens when the clock runs out. Any HIGH or MEDIUM incident opens a case automatically, with a response clock.
Four hours for High. Twenty four hours for Medium. A case moves through seven stages: detected, under review, classified, alerted, statement drafted, sent, and closed.
The current stage is highlighted on every case. The timer shows the time remaining. Select Advance to move the case to its next stage.
Every action is recorded in a hash chained audit trail. That makes quiet edits detectable, so you can show who did what, and when. So, what happens when the clock runs out?
The timer changes to SLA BREACHED, and the system writes the breach into the audit trail. Detect. Review.
Respond. Close. Next, escalation contacts, so the right people are told.
com to get started.
