There are two ways to create a new case, which you will explore in the exercises in this unit.
You can use the Manage Cases app, or directly create a case when first observing an exceptional situation from the Monitor Custom Alerts app.
An existing case can be changed and the history of changes can be tracked on the History tab. You can see what change was made, who made it and when, and updated information/values.
You can manage the resolution of alerts by combining them with cases.
Snapshot Functionality in Cases
A snapshot represents the values of the alert key figures at a certain point in time. Over time, the metrics for the live alert may change.
To capture the pertinent data belonging to the alert (even if the current alert is gone or the metrics have changed), you can take a snapshot. Even if the alert is gone, the snapshot remains with its data.
You can see snapshots added to the case in the Snapshots tab. There is no limit on how many snapshots can be taken. Snapshots are organized by subscription date and sorted by name.