Working on major incident management

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The section covers topics that help you with a variety of technical concepts related to major incident management such as the different ways to create a major incident, ways to reject a major incident candidate, demote a major incident, or close a major incident.

Create a major incident candidate You can create a major incident candidate in multiple ways. After a major incident candidate is created, the major incident manager evaluates the candidate and decides whether the candidate should be promoted to a major incident. Create a major incident Create a major incident directly or review the candidates and promote the candidates to major incidents. Major incident assignment A major incident is assigned to a group automatically at the time of proposal and promotion based on the value of the property Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' ( sn_major_inc_mgmt.major_incident_management_group ). The assigned group works on the major incident and resolves it. Accept or reject a major incident candidate When an incident is proposed as a major incident candidate, a major incident manager can accept or reject the candidate. The manager accepts a candidate as a major incident if the incident requires accelerated resolution. Associate multiple incidents with a major incident You can associate one or more incidents with a major incident using the Actions menu. Reject multiple major incident candidates using the Actions menu You can reject one or more major incident candidates using the Actions menu. If you decide that the candidates do not qualify to be major incidents, then you can reject multiple candidates at once and provide the rejection reason. Demote a major incident When an incident is incorrectly evaluated to be a major incident, you can demote the major incident even after it is accepted so that the incident can be handled as a regular incident. Close a major incident You can close a major incident manually after validating the resolution and when the major incident is in the Resolved state. View major incident information on the Incident form When an incident enters the major incident life cycle, the Major Incident and the Post Incident Report tab appears on the incident form.

Parent Topic: <a class="link" href="../../../product/incident-management/concept/major-incident-management.html" title="A major incident (MI) is an incident that results in significant disruption to the business. A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority, so that there is a faster resolution process for incidents with high business impact.">Managing major incidents