diff --git a/docs/en/observability/images/cases-custom-field-settings.png b/docs/en/observability/images/cases-custom-field-settings.png deleted file mode 100644 index f147dc1063..0000000000 Binary files a/docs/en/observability/images/cases-custom-field-settings.png and /dev/null differ diff --git a/docs/en/observability/images/cases-settings.png b/docs/en/observability/images/cases-settings.png index 41b3ef64ef..0ad1b3db6f 100644 Binary files a/docs/en/observability/images/cases-settings.png and b/docs/en/observability/images/cases-settings.png differ diff --git a/docs/en/observability/manage-cases-settings.asciidoc b/docs/en/observability/manage-cases-settings.asciidoc index 3c6e0b1374..a92cccf280 100644 --- a/docs/en/observability/manage-cases-settings.asciidoc +++ b/docs/en/observability/manage-cases-settings.asciidoc @@ -73,6 +73,28 @@ To update an existing connector: . Click *Update *. . Update the connector fields as required. +[float] +[[case-custom-fields]] +== Custom fields + +You can add optional and required fields for customized case collaboration. added:[8.15.0] + +. In the *Custom fields* section, click *Add field*. ++ +-- +[role="screenshot"] +image::images/cases-add-custom-field.png[Add a custom field in case settings] +//NOTE: This is an autogenerated screenshot. Do not edit it directly. +-- + +. You must provide a field label and type (text or toggle). + You can optionally designate it as a required field and provide a default value. + +When you create a custom field, it's added to all new and existing cases. +In existing cases, new custom text fields initially have null values. + +You can subsequently remove or edit custom fields on the *Settings* page. + [discrete] [[observability-case-templates]] == Templates diff --git a/docs/en/observability/manage-cases.asciidoc b/docs/en/observability/manage-cases.asciidoc index 50dd8f9314..53719b0096 100644 --- a/docs/en/observability/manage-cases.asciidoc +++ b/docs/en/observability/manage-cases.asciidoc @@ -10,7 +10,7 @@ To perform these tasks, you must have <> to the Open a new case to keep track of issues and share the details with colleagues. . Go to *Cases* -> *Create new case*. -. preview:[] If you defined <>, optionally select one to use its default field values. +. If you defined <>, optionally select one to use its default field values. preview:[] . Give the case a name, severity, and description. + TIP: In the `Description` area, you can use @@ -18,52 +18,12 @@ https://www.markdownguide.org/cheat-sheet[Markdown] syntax to create formatted t . Optionally, add a category, assignees, and tags. You can add users only if they meet the necessary <>. -. preview:[] If you defined <>, they appear in the *Additional fields* section. +. If you defined <>, they appear in the *Additional fields* section. added:[8.15.0] . Under External incident management system, select a <>. If you've previously added one, that connector displays as the default selection. Otherwise, the default setting is `No connector selected`. . After you've completed all of the required fields, click *Create case*. -[float] -[[case-custom-fields]] -== Add custom fields - -preview::[] - -You can add optional and required fields for customized case collaboration. - -. Go to *Cases* -> *Settings*. -+ --- -[role="screenshot"] -image::images/cases-custom-field-settings.png[View custom fields in case settings] -// NOTE: This is an autogenerated screenshot. Do not edit it directly. --- - -. In the *Custom fields* section, click *Add field*. -+ --- -[role="screenshot"] -image::images/cases-add-custom-field.png[Add a custom field in case settings] -//NOTE: This is an autogenerated screenshot. Do not edit it directly. --- - -. Enter a field label. - -. Choose a field type: text or toggle. - -. If you want the text field to be mandatory in all cases, select *Make this field required*. - -. Optionally add a default value. - -. Click *Save field*. - -You can subsequently remove or edit custom fields on the *Settings* page. - -After you create custom fields, they're added to all new and existing cases. - -Existing cases have null values for the new text fields until you set them in each case. - [float] [[add-case-notifications]] == Add email notifications diff --git a/docs/en/serverless/cases/create-manage-cases.mdx b/docs/en/serverless/cases/create-manage-cases.mdx new file mode 100644 index 0000000000..a91ea184f4 --- /dev/null +++ b/docs/en/serverless/cases/create-manage-cases.mdx @@ -0,0 +1,117 @@ +--- +slug: /serverless/observability/create-a-new-case +title: Create and manage cases +description: Learn how to create a case, add files, and manage the case over time. +tags: [ 'serverless', 'observability', 'how-to' ] +--- + +

+ +import Roles from '../partials/roles.mdx' + + + +Open a new case to keep track of issues and share the details with colleagues. +To create a case in your Observability project: + +1. In your ((observability)) project, go to **Cases**. +1. Click **Create case**. +1. (Optional) If you defined templates, select one to use its default field values. +1. Give the case a name, severity, and description. + + + In the `Description` area, you can use + [Markdown](https://www.markdownguide.org/cheat-sheet) syntax to create formatted text. + + +1. (Optional) Add a category, assignees, and tags. + {/* To do: Need to verify that a viewer cannot be assigned to a case + (all I know is that they can _view_ the case) */} + You can add users who are assigned the Editor user role (or a more permissive role) for the project. + +1. If you defined custom fields, they appear in the **Additional fields** section. + +1. (Optional) Under External incident management system, you can select a connector to send cases to an external system. + If you've created any connectors previously, they will be listed here. + If there are no connectors listed, you can create one. + +1. After you've completed all of the required fields, click **Create case**. + + +You can also create a case from an alert or add an alert to an existing case. From the **Alerts** page, click the **More options** icon and choose either **Add to existing case** or **Create new case**, and select or complete the details as required. + + +## Add files + +After you create a case, you can upload and manage files on the **Files** tab: + +![A list of files attached to a case](../images/cases-files-tab.png) +{/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */} + +To download or delete the file or copy the file hash to your clipboard, open the action menu (…). +The available hash functions are MD5, SHA-1, and SHA-256. + +When you upload a file, a comment is added to the case activity log. +To view an image, click its name in the activity or file list. + + +Uploaded files are also accessible under **Project settings** → **Management** → **Files**. +When you export cases as [saved objects](((kibana-ref))/managing-saved-objects.html), the case files are not exported. + + +You can add images and text, CSV, JSON, PDF, or ZIP files. +For the complete list, check [`mime_types.ts`](https://github.com/elastic/kibana/blob/main/x-pack/plugins/cases/common/constants/mime_types.ts). + + +There is a 10 MiB size limit for images. For all other MIME types, the limit is 100 MiB. + + +{/* + +NOTE: Email notifications are not available in Observability projects yet. + +## Add email notifications + +You can configure email notifications that occur when users are assigned to +cases. + +To do this, add the email addresses to the monitoring email allowlist. +Follow the steps in [Send alerts by email](((cloud))/ec-watcher.html#ec-watcher-allowlist). + +You do not need to configure an email connector or update +user settings, since the preconfigured Elastic-Cloud-SMTP connector is +used by default. + +When you subsequently add assignees to cases, they receive an email. + +*/} + +## Send cases to external incident management systems + +To send a case to an external system, click the button in the *External incident management system* section of the individual case page. +This information is not sent automatically. +If you make further changes to the shared case fields, you should push the case again. + +For more information about configuring connections to external incident management systems, refer to . + +## Manage existing cases + +You can search existing cases and filter them by attributes such as assignees, +categories, severity, status, and tags. You can also select multiple cases and use bulk +actions to delete cases or change their attributes. + +To view a case, click on its name. You can then: + +* Add a new comment. +* Edit existing comments and the description. +* Add or remove assignees. +* Add a connector (if you did not select one while creating the case). +* Send updates to external systems (if external connections are configured). +* Edit the category and tags. +* Change the status. +* Change the severity. +* Remove an alert. +* Refresh the case to retrieve the latest updates. +* Close the case. +* Reopen a closed case. + diff --git a/docs/en/serverless/cases/manage-cases-settings.mdx b/docs/en/serverless/cases/manage-cases-settings.mdx new file mode 100644 index 0000000000..73fde268f9 --- /dev/null +++ b/docs/en/serverless/cases/manage-cases-settings.mdx @@ -0,0 +1,128 @@ +--- +slug: /serverless/observability/case-settings +title: Configure case settings +description: Change the default behavior of ((observability)) cases by adding connectors, custom fields, templates, and closure options. +tags: [ 'serverless', 'observability', 'how-to' ] +--- + +

+ +import Roles from '../partials/roles.mdx' + + + +To access case settings in an ((observability)) project, go to **Cases** → **Settings**. + +![View case settings](../images/observability-cases-settings.png) +{/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */} + +## Case closures + +If you close cases in your external incident management system, the cases will remain open in Elastic Observability until you close them manually (the information is only sent in one direction). + +To close cases when they are sent to an external system, select **Automatically close cases when pushing new incident to external system**. + +## External incident management systems + +If you are using an external incident management system, you can integrate Elastic Observability +cases with this system using connectors. These third-party systems are supported: + +* ((ibm-r)) +* ((jira)) (including ((jira)) Service Desk) +* ((sn-itsm)) +* ((sn-sir)) +* ((swimlane)) +* ((webhook-cm)) + +You need to create a connector to send cases, which stores the information required to interact +with an external system. For each case, you can send the title, description, and comment when +you choose to push the case — for the **Webhook - Case Management** connector, you can also +send the status and severity fields. + + +{/* TODO: Verify user roles needed to create connectors... */} +To add, modify, or delete a connector, you must have the Admin user role for the project +(or a more permissive role). + + +After creating a connector, you can set your cases to +automatically close when they are sent to an external system. + +### Create a connector + +1. From the **Incident management system** list, select **Add new connector**. +1. Select the system to send cases to: **((sn))**, **((jira))**, **((ibm-r))**, **((swimlane))**, + or **((webhook-cm))**. + + ![Add a connector to send cases to an external source](../images/observability-cases-add-connector.png) + {/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */} + +1. Enter your required settings. For connector configuration details, refer to: + - [((ibm-r)) connector](((kibana-ref))/resilient-action-type.html) + - [((jira)) connector](((kibana-ref))/jira-action-type.html) + - [((sn-itsm)) connector](((kibana-ref))/servicenow-action-type.html) + - [((sn-sir)) connector](((kibana-ref))/servicenow-sir-action-type.html) + - [((swimlane)) connector](((kibana-ref))/swimlane-action-type.html) + - [((webhook-cm)) connector](((kibana-ref))/cases-webhook-action-type.html) + + {/* Should we be linking out to kibana docs for this info? */} + +1. Click **Save**. + +### Edit a connector + +You can create additional connectors, update existing connectors, and change the connector used to send cases to external systems. + + +You can also configure which connector is used for each case individually. Refer to . + + +To change the default connector used to send cases to external systems: + +1. Select the required connector from the **Incident management system** list. + +To update an existing connector: + +1. Click **Update \**. +1. Update the connector fields as required. + +## Custom fields + +You can add optional and required fields for customized case collaboration. + +To create a custom field: + +1. In the **Custom fields** section, click **Add field**. + + ![Add a custom field](../images/observability-cases-custom-fields.png) + {/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */} + +1. You must provide a field label and type (text or toggle). + You can optionally designate it as a required field and provide a default value. + +When you create a custom field, it's added to all new and existing cases. +In existing cases, new custom text fields initially have null values. + +You can subsequently remove or edit custom fields on the **Settings** page. + +## Templates + + + +You can make the case creation process faster and more consistent by adding templates. +A template defines values for one or all of the case fields (such as severity, tags, description, and title) as well as any custom fields. + +To create a template: + +1. In the **Templates** section, click **Add template**. + + ![Add a case template](../images/observability-cases-templates.png) + {/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */} + +1. You must provide a template name and case severity. You can optionally add template tags and a description, values for each case field, and a case connector. + +When users create cases, they can optionally select a template and use its field values or override them. + + +If you update or delete templates, existing cases are unaffected. + diff --git a/docs/en/serverless/images/observability-cases-custom-fields.png b/docs/en/serverless/images/observability-cases-custom-fields.png new file mode 100644 index 0000000000..5be30eb4f9 Binary files /dev/null and b/docs/en/serverless/images/observability-cases-custom-fields.png differ diff --git a/docs/en/serverless/images/observability-cases-settings.png b/docs/en/serverless/images/observability-cases-settings.png new file mode 100644 index 0000000000..c84b6e13c8 Binary files /dev/null and b/docs/en/serverless/images/observability-cases-settings.png differ