Why Workspace Data May Appear Out of Date
A Workspace is a Shared Observability Window. It shows a fixed slice of data, usually 7 or 30 days, taken at the moment the IT Environment was shared. It is a slice of time. As that window passes, the data does not update, so it will look old. This is intentional so advisors can base design decisions on a fixed snapshot period.
NB: Even after a workspace reaches its observability limit and expires, it remains fully accessible. You can continue analyzing the data from the captured period without needing to refresh anything. A refresh is only required if you want to collect and view more recent data, not simply to extend your analysis time.
Note: A frozen Workspace may also be caused by a frozen ITE. An ITE becomes frozen when there is an issue with Pulse data collection or connectivity, either between Pulse and the platforms or Pulse and OneIQ, resulting in no data updates. If the ITE is frozen, all attached Workspaces will also appear frozen, and it may not be due to the workspace's 7 or 30-day limit.
To confirm, ask the ITE owner, meaning the person who installed Pulse, to check the IT Environment status in the portal by selecting IT Environments and confirming it shows Green (Live).
Then check the workspace status. If the workspace 7 or 30-day window has expired, it will show as Yellow. This means the observability window is complete and, by design, no new data will be collected or displayed. Creating a new workspace and attaching the IT Environment to it will provide updated data.
If the workspace is still showing as Green, the 7 or 30-day observability window has not yet expired. In that case, if the workspace appears frozen, it suggests there may be a data collection issue, and collection may have stopped unexpectedly.
Options for working with a frozen workspace
Unless data collection has paused prematurely, a workspace is typically frozen by design because its data is beyond the 7- or 30-day workspace window. Frozen simply means the workspace is no longer collecting new data.
If you need an up-to-date workspace, you must create a new workspace and attach the IT Environment to that new workspace. This keeps the original workspace unchanged while providing a new workspace with current data. Users will need to be invited to the new workspace.
This can be done entirely by the IT Environment owner, and there is no need to invite them again to access the data source. Alternatively, the technology partner can create a new workspace and invite the customer to attach their existing IT Environment to it.
Step-by-Step: Create a new Workspace.
The IT Environment owner, clicks on Workspaces then Share my IT environment.
Give the new Workspace a name, select the ITE Environment (there is normally only 1 to select), select the members of the new workspace that you wish to have access to the IT Environment data, and click Create.
A new Workspace has now been created with a new Shared Observability Window. The old Workspace is still present.
Note: You do not need to reinstall OneIQ Pulse, and no data is lost. Both processes simply refresh the current ITE data, which continues to update and remains fully visible to the IT Environment owner in the new Workspace.