Inopli Documentation
  • Getting Started
    • Understanding Inopli
    • First Access
    • Inopli's Features
  • System Settings
    • Configuring the MSS
      • Configuring the MSP's profile
      • Request Categories
      • Policies
      • Managing Integrations
        • ChatGPT
        • Slack
        • Telegram
        • Google Chat
        • E-mail
      • Data Sources
      • Roles
        • Creating a Role
    • Managing Companies
      • Configuring the Company's profile
      • Company's Roles
      • Managing Company's Integrations
      • Monitoring Systems
    • Managing User Access
      • Creating MSP's user accounts
      • Creating end user accounts
  • System Administration
    • Rules
      • Main
      • Monitoring Systems
      • Rule Details
      • Mitre Techniques
      • Playbooks
      • Companies
    • Knowledge Lists
    • Managing MITRE
  • User Guide
    • Dashboards
      • Operational Dashboard
      • Executive Dashboard
      • KPIs Dashboard
      • Alert Management Dashboard
        • Confusion Matrix
    • Incidents
      • Alerts
      • Messages
      • History
      • Rate
      • Playbooks
      • Rules
    • Requests
  • Resources
    • Inopli Correlator
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  1. User Guide

Requests

PreviousRulesNextInopli Correlator

Last updated 1 day ago

Users categorized as 'company' make requests directed to 'mss' type users, following a process defined by 'mss' itself. Once created, the requests are organized in a paginated list, prioritized according to established criteria. Additionally, there are filtering and sorting options to facilitate the management of these requests. On the home screen, users can also view a control panel that displays the current status of the treatment of each request, allowing for efficient and organized monitoring.

The prioritization in the list follows a standard: requests with 'NEW' status and the shortest remaining SLA time are shown first, followed by those that had interactions with Mss/Company, and finally, the rest are listed by ID in descending order.

A color palette indicates special situations:

  • Red: SLA exceeded.

  • Yellow: SLA 1 hour about to be exceeded.

  • Green: Incident with a new unread interaction.


Important columns into dashboard include:

  • SLA: The time agreed with the client, which stops counting when the incident is addressed.

  • Criticality: Organized from LOW to CRITICAL, according to the parent correlation rule.

  • Status: Indicates the stage of resolution, varying from active, pending, under treatment, and closed.

  • Rate: The average user feedback, based on various parameters.


Available actions into dashbord:

  • Escalate Request: Increases the request's priority in the list, reducing the SLA.


Request Details

Presents important information, links, message history, and activities related to the resquest, allowing individual or mass changes in various parameters.


: Allows analysts to follow and participate in the resolution process, sending messages and files, and includes system messages about changes in the request.

: Displays feedback for each analyst involved.

Messages
Rate
Messages
History
Overview Requests Dashboard
Request Table Order
Request Details