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Major incident workbench

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Major incident workbench

The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups to manage major incidents by aggregating and providing actionable information.

To navigate to major incident workbench, click View Workbench that appears on the header of the Incident form.
Note: The View Workbench button appears only when an incident is accepted as a major incident.
The major incident workbench has three tabs: Summary, Communication, and Conference.
Note: Notify must be activated for the Conference tab to appear.

Use the chat icon (chat icon) on the header bar to initiate a chat on the major incident level. The chat is a record feed — whatever you write in the chat appears in the activity stream.

Figure 1. Major incident workbench
major incident workbench
Table 1. Major incident workbench UI elements
# UI element Description
1 Summary tab Provides a unified view of relevant information, such as child incidents, affected CIs, impacted services, active outages to assess and resolve incidents. To add child incidents, affected CIs, or impacted services, click + on the appropriate card header.
Note: The fields that appear on the left, under the Major Incident section, can be modified using Major Incident Workbench Form View.
2 Communication tab Provides update on the progress of restoration efforts by sending targeted business and technical communication.

Under the Communication tab, on the left, you have the alerts that are created for each major incident – Technical Resolution and Business Communication. Each alert has a set of pre-defined incident alert tasks that are created with Flow Designer . For each alert, you can find the alert tasks under the Information tab. You have the option to Compose Email, View Task, and Close Task.

You also have the Activity tab to get a history of activities performed for the alert. The Email Log tab provides you with the email exchanges that happened during the life cycle of the Incident alert. To initiate chat at the alert level, click the chat icon that appears beside the Email Log. The chat initiates a record feed.

Note: When you initiate a chat, all members defined in the user group and group contacts for the alert are added automatically with your name as the person who has added them. Group contacts are added only when On-Call Scheduling is activated. To add more participants to the chat once it is initiated, click the add user ( ) icon.
3 Conference tab Provides option to initiate technical and business conference calls in parallel to mobilize technical teams for incident diagnosis and resolution, and keep key stakeholders informed. You can click Initiate Conference Call, add participants, and click OK to initiate the call. Any participant can rejoin the call by clicking Join Conference Call. For more information on conference calling, refer to Notify .
4 Create Child Incident Creates a child of the major incident.
5 Create Outage Creates an outage and opens an outage form to complete the necessary fields. For instant start or end of an outage, you can click the Begin Outage Now or the End Outage Now related links in the Outage form.
Note: The outage record that you create automatically creates a task outage that links the outage with the current major incident.
6 View Form Returns you to the major incident form.