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Installed with Incident Management - Major Incident Management

Installed with Incident Management - Major Incident Management

Several types of components are installed with the Incident Management - Major Incident Management plugin.

Tables installed with Major Incident Management

Incident Management — Major Incident Management adds the following table.
Table Description
Major Incident Trigger Rules

[major_incident_trigger_rule]

This table extends the Application File [sys_metadata] table and stores the major incident trigger rules.

Properties installed with Major Incident Management

Incident Management — Major Incident Management adds the following properties.

These properties are available at Incident > Administration > Major Incident Properties.

Property Usage
Create major incident from candidate

[sn_major_inc_mgmt.com.snc.incident .min.major_incident_creation]

Provides option to create a new major incident or to promote a major incident candidate to a major incident.
Compose Email on Major Incident Overview

[sn_major_inc_mgmt.com.snc.incident.mim.compose_email_on_iatasks]

Provides comma-separated list of Incident Alert Task types that can have Compose Email option on Major Incident Workbench.
List of attributes (comma-separated) that will be copied from the child Incident when creating a Major Incident

[sn_major_inc_mgmt.com.snc.major_incident.create.copy.attributes]

Provides comma-separated list of attributes that are copied from the child incident to the parent incident when you create a major incident. The default attributes that are copied are: short_description, impact, urgency,category, subcategory, caller_id, contact_type, cmdb_ci, business_service.

Roles installed with Major Incident Management

Incident Management – Major Incident Management adds the following roles.
Role title [name] Description Contains roles
Major incident manager

[major_incident_manager]

Initiates the major incident process by assessing and approving major incident candidates or creating a major incident. Maintains the ownership and accountability for the life cycle of the incident. Identifies the users and groups to be involved in the resolution activities and sets up communication channels. Major incident manager also has the ability to close incident only if the Major incident state of the incident is Accepted and the Incident state is Resolved.

This role inherits the ia_admin role.

Communication manager

[communication_manager]

Manages communication for major incidents and is responsible for communicating with all stakeholders. This role inherits the ia_admin role.
Incident Manager

[incident_manager]

(Existing role with added responsibilities)
Manages incident properties and major incident trigger rules. None

Script includes installed with Major Incident Management

Incident Management – Major Incident Management adds the following script includes.
Script include Description
MajorIncidentTriggerRulesSNC All the methods needed for Major Incident Management flows. This script cannot be modified by customers as it is write protected.
MajorIncidentTriggerRules All the methods needed for Major Incident Management flows. This script can be modified by customers.

Business rules installed with Major Incident Management

Incident Management – Major Incident Management adds the following business rules.
Business rule Table Description
Evaluate Major Incident Trigger Async Incident Incident

[Incident]

This business rule runs asynchronously against the incident table and automatically creates a major incident candidate if the major incident trigger criteria mentioned in the Major Incident Trigger Rules [major_incident_trigger_rule] table matches with any of the incident condition.
Major incident state has changed Incident Incident

[Incident]

When major incident is accepted, this business rule helps to capture information about who has accepted the major incident candidate to be a major incident and at what date/time.

Email notifications installed with Major Incident Management

Incident Management – Major Incident Management adds the following email notifications.
Email notification Description
Major Incident Candidate Assigned Major incident candidate is assigned to a major incident manager for his approval.
Major Incident Candidate Rejected Major incident candidate is rejected by major incident manager.