Triage is where the service desk pulls new work; the L2 Workspace is where resolver engineers work what has been routed to them. Both run on the sandbox's real seeded incidents.
Where to find it
Left sidebar → My Work → Triage, and → L2 Workspace.
What to try
- Triage: switch between Inbox, Mine and All, and read the priority counts, ticket age and SLA state on each row.
- Open a ticket and check the Known Errors panel for a matching workaround before you investigate from scratch.
- Click Predict to see the suggested resolver group and the reasons behind it (CI ownership, history, category), then Assign to me or assign to the group.
- L2 Workspace: open Assigned to Me, then a ticket to see its CMDB context and blast radius, correlated changes, and similar resolved incidents.
Sign in as one of the agent logins (agent1@demo.io to agent7@demo.io) to see Mine and Assigned to Me from an agent's point of view.