As a Major Incident Manager, you receive a notification that a service desk agent has assigned an incident to you which has been flagged as a major incident candidate. Identifying, resolving, and preventing major incidents are part of the Major Incident Management process. You analyse and identify candidate incidents, their criticality and business impact. After you complete the assessment, you perform the following steps to accept a major incident:
On the Edit Incident screen, in Major incident, click Yes.
Important
In case an agent has Major Incident Manager functional role, the agent can directly create a major incident by selecting Yes while creating the incident.
- In the Team section, select Communication Coordinator support group or Person.
- In the Major incident team section, click +Add team member(s).
- (Optional) Select Support Group.
- Select Person.
- In Role, select the role of the selected person.
The available roles are SME, Vendor, and Assignee. - (Optional) Select the required permission for the person.
If you select the required permission, the person is granted the selected permission. The default permissions are access to CIs, Related items, and Tasks.
To track major incidents
On the Edit incident screen, you can use the following fields to track the details associated to major incidents:
| Field | Value or Description |
|---|---|
| Major incident proposed date | The timestamp when the incident was proposed as a major incident |
| Major incident accepted date | The timestamp when a Major Incident Manager accepted a major incident |
| Major incident rejected date | The timestamp when a Major Incident Manager rejected a major incident |
| Duration | The time lapse between the incident report time and the current time or incident closed time |
| Support groups engaged | Shows the list of support groups that have been added as the major incident management team. |
| Vendors engaged | Yes or No |
| Management notified | Yes or No |
| Security issue | Yes or No |
| Legal issue | Yes or No |
| Compliance issue | Yes or No |
| Cause category | The list of Generic Categorization for the incident module only |
| Cause | A Free text field to capture more details about the cause of a major incident |
| Customer notified | Yes or No |
| Business impact | A Free text field to capture the business impacted due to a major incident |
To launch ChatOps for collaboration
As a Communication Coordinator or Major Incident Manager, you can launch Microsoft Teams (MS Teams) chat from the Incident screen. MS Teams chat is opened and all the associated team members are invited of the MS Teams chat.
