Incident Details

Acknowledge the operations status—Under

Incident Management

, review incident details and select

Acknowledge

to accept the status.

View

Potential Impact

—See details about how this incident affects branch users. You can see the number and location of unique affected and potentially impacted mobile users.



Remediation Playbook

—View steps you can take to resolve this incident. You can also view remediation steps for each incident in the AI-Powered ADEM Incidents, ADEM Incidents, and Strata Access Incidents sections of this guide.

GlobalProtect, Remote Network, or Service Connection Metrics Details

—View metrics details for the incident.

GlobalProtect Metrics Details
—See the number of affected users by GlobalProtect version.

Remote Network or Service Connection Metrics Details
—See information about the incident's Proactive Incident availability (available, unavailable, or no data), bandwidth data (baseline, inside baseline, outside baseline, or no data), and user count (baseline, inside baseline, outside baseline, or no data) during the specified time range specified. Hover over one of the images to see details about the incident at a specific time.
If you need to contact Palo Alto Networks Customer Support Portal regarding a proactive incident, be sure to gather all relevant troubleshooting information. For details, see the specified incident code under AI-Powered ADEM Incidents, ADEM Incidents, or Strata Access Incidents.

Tunnel Metrics Details

—View details about this incident's tunnel during the time range you specified. See the tunnels' availability, bandwidth, and round-trip time. Hover over the image to see details about the tunnel at a specific point in time.



Correlated Alerts

—See the alerts that are correlated to this incident. For information about alerts correlated with each incident, select the incident from AI-Powered ADEM Incidents, ADEM Incidents, or Strata Access Incidents. For information about individual alerts, see Priority Alert Codes.

Activity and Clear Information

—View the activity for each incident, such as a description of the incident and when alerts associated with the event were created. Use the

All Activity

drop-down to filter by

All Activity

,

Notifications

,

Transitions

, and

History

. When an incident is cleared, you see that information under

Clear Information

.



Related Incidents

—View child and parent incidents related to this incident. You can also see whether this incident occurred previously.