Activate Incident Management - Major Incident Management

You can activate the Incident Management — Major Incident Management plugin (com.snc.incident.mim) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

Before you begin

Role required: admin

About this task

Incident Management - Major Incident Management plugin (com.snc.incident.mim) must be manually activated for new and existing customers.

Incident Management - Major Incident Management plugin activates these related plugins if they are not already active:
  • Incident Alert Management (com.snc.iam)
  • Incident Updates (com.snc.incident.updates)
  • Task-Outage Relationship (com.snc.task_outage)
Table 1. Plugins for Incident Management - Major Incident Management
Plugin Description


Provides platform features for workflow-driven voice calls, conference calls, and SMS messages making it possible to create flexible Interactive Voice Response (IVR) systems to do virtually anything. Requires the Twilio Driver and a separate contract with Twilio for SMS and Voice capabilities.
On-Call Scheduling


Provides the ability to create on-call schedules and escalation trees. When an incident is created, dynamically route the escalation to an on-call resource. On Call allows you to configure and build different on-call schedules per process and assignment group.


  1. Navigate to System Definition > Plugins.
  2. Find and click the plugin name.
  3. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link.

    If the plugin depends on other plugins, these plugins are listed along with their activation status.

    If the plugin has optional features that depend on other plugins, those plugins are listed under Some files will not be loaded because these plugins are inactive. The optional features are not installed until the listed plugins are installed (before or after the installation of the current plugin).

  4. (Optional) If available, select the Load demo data check box.

    Some plugins include demo data—Sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good practice when you first activate the plugin on a development or test instance.

    You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form.

  5. Click Activate.