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Major incident management process

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Major incident management process

the major incident management process involves proposing an incident as a major incident candidate, accepting the candidate as a major incident, working with the major incident management group and different stakeholders to resolve an issue and to communicate between different group members. If a critical business service is impacted or if there is a service outage that affects large number of users, you can create a major incident.

To create a major incident, do any one of the following actions:
  • Propose an incident as a major incident candidate by clicking Propose Major Incident from the header context menu.
  • Create a new major incident candidate by clicking Create Major Incident Candidate from the left navigation pane.
The major incident manager then analyses the candidate and decides whether a major incident is required or not.
  • The Create major incident from candidate property ( provides option to create a new major incident or to promote a major incident candidate to a major incident.
  • The base system major incident trigger rules are disabled by default. You need to activate the trigger rules that define conditions under which an incident is automatically considered as a major incident candidate.

Create a new major incident from a candidate

  • When you create a new major incident from a candidate, a new incident is created and becomes the major incident.
  • The candidate is added as the child of the major incident.
  • The major incident is automatically assigned to the Major Incident Management group.
  • System automatically assigns the newly created parent major incident to a user when the On-Call Scheduling plugin (com.snc.on_call_rotation) is activated, a rota is defined for the major incident management group, and a user is available for the on-call rota. If no on-call rota exists, the major incident manager decides the user for the Assigned to field.

Major incident candidate is promoted as a major incident

  • When a major incident candidate is promoted as a major incident, the incident itself is considered as a major incident.
  • No new incident is created.
  • The value in the existing Assignment group or the Assigned to field does not change to major incident management group or any user. The major incident manager needs to reassign the value of the fields as appropriate.

You can configure the automatic creation of Incident Alerts and Incident Alert Tasks using the Flow Designer .

For email communication, there are pre-composed email client templates for business as well as technical communication that is created for the Incident Alert Task [incident_alert_task] table.