When an incident enters the major incident life cycle, the Major Incident and the Post Incident Report tab appears on the incident form.

Before you begin

Role required: itil, sn_incident_read, or admin

Incident is in the major incident life cycle.

Procedure

  1. Navigate to All > Incident > Open.
  2. Select the incident which is in the major incident life cycle.
  3. Click the Major Incident tab.
    FieldDescription
    Major incident state A major incident state can be one of the following:
    • Proposed: The initial state when a major incident candidate is created or proposed.
    • Accepted: The state when a major incident is directly created by a major incident manager or when a candidate is promoted to a major incident by a major incident manager.
    • Rejected: The major incident candidate is rejected by a major incident manager.
    • Canceled: The major incident is demote by a major incident manager.
    Proposed by The user who proposed the incident as a major incident candidate.
    Proposed Date and time when the incident was proposed as a major incident candidate.
    Promoted by The user who promoted the incident to a major incident.
    Promoted Date and time when the incident was promoted to a major incident.
    Business impact The business impact of the issue identified in the major incident.
    Probable cause The probable cause of the issue identified in the major incident.
  4. Click the Post Incident Report tab.
    If you have already filled the post incident report information in the major incident workbench, the same information appears in the following fields:
    Field Description
    Overview Summary of the incident.
    Findings Information on what caused the major incident and any lessons learnt in the process.
    Timeline Information of all the activity feeds not only of the incident but also of the incident communication plan and incident communication tasks related to the incident.