What is a Major Incident?

An Incident is called a Major Incident when it is a High Priority Incident, which is critical and has high impact. It should be resolved on priority and further recurrences should be avoided.

Major Incident Management

Conditions to Qualify an Incident as Major Incident

An Incident can be identified as a Major Incident in two ways. Whenever a Major Incident is logged, a Problem Record (PR) is created to perform a Root Cause Analysis, identify the cause, find a permanent solution, and avoid similar Major Incidents in future. The PRs are created for Major Incidents based on the configuration.

• The Major Incident check box (with a yellow highlight color) is available on the INCIDENT ID page if the Incident meets the conditions configured by the Administrator (see: Configuring Major Incidents). The PR is either created when the Major Incident is resolved or based on the number of Child Incidents that are linked to the Major Incident. For information about managing PRs, see Problem Management in Service Management.
• The Major Incident check box is available on the INCIDENT ID page on every Incident details page if configured (see: Configuring Incident Management Module). The Analyst can provide a Cause and Preventive Measure for the Major Incident and also choose to create a PR after the Incident is resolved.

Major Incident Management Workflow

The following diagram illustrates the different tasks involved in the Major Incident Management (MIM) process:

Figure: Major Incident Management Workflow

1.  An End User logs an Incident.
2.  The newly created Incident is assigned to an Analyst. The Analyst analyzes and marks the Incident as a Major Incident (See: Conditions to Qualify an Incident as Major Incident).
3. The Application automatically sets up a Conference Call (WebEx or Twilio or Microsoft Teams based on the configuration, see Conference Call Bridge Type) and notifies the MIM Team. MIM team receives automated notifications via various medium, such as Voice, SMS, E-mail with a link to join the audio bridge, and SummitAI Mobile App. For more information about how the Conference Call is initiated automatically, see Configuring Major Incidents.
4. The MIM Team joins the Conference Bridge, discusses the Major Incident, and arrives at the best course of action to provide a quick solution to the End User. 

Starting Conference Call

To start a Conference Call:

1. Type in the e-mail addresses of the recipients in the Recipient E-mail IDs field. The auto generated e-mails to the recipients contain the link to join the Conference Call.

2. Click NOTIFY RECIPIENTS. It triggers the auto-generated e-mails. 

3. Click START CONFERENCE to start the Conference Call. 

Figure: MAJOR INCIDENT pop-up page

• CLOSE CONFERENCE:  Click CLOSE CONFERENCE to close the Conference Call.
• Click the copy icon next Conference Bridge Type name to copy the Bridge Name, Bridge Number, and Room Number.
• You can view the list of connected call details on the right pane under the ACTIVE tab. The list of previous calls is displayed under the HISTORY tab.
• These options to join a Conference Call is displayed if Conference Call is configured on the TENANT page, see SummitAI Platform Online Help.

Conference Call Bridge Types

Twilio and Webex, any of these Conference Call Bridge types can be configured for initiating Conference Calls for Major Incidents. For more information about configuring Conference Calls, see SummitAI Platform Online Help.

Various Conference Call Scenarios

Scenario 1: No Conference Call configuration (WebEx or Twilio) is done for Major Incidents.

If no Conference Call configuration is made for Major Incidents, the following message is displayed:

Figure: MAJOR INCIDENT pop-up page

For more information about configuring Conference Calls, see SummitAI Platform Online Help.

Scenario 2: Both Twilio and WebEx are configured for Major Incidents.

If both Twilio and WebEx are configured for Major Incidents, the Analysts can select from the Conference Bridge Type drop-down list, WebEx or Twilio. This is applicable when both the Twilio and WebEx Conference Call configurations are Active and available on the CONFERENCE CALL – TWILIO/WEBEX LIST page. For more information about configuring Conference Calls, see SummitAI Platform Online Help.


Figure: MAJOR INCIDENT pop-up page

Scenario 3: The Incident is selected as a Major Incident and only WebEx users are active on the CONFERENCE CALL – WEBEX LIST page, the Conference Bridge Type is selected as WebEx automatically.

Figure: MAJOR INCIDENT pop-up page

Scenario 4: If all the configured WebEx users are in another meeting.

If all the configured WebEx users are in another meeting, and if the Conference Bridge Mode was configured as Manual, click Start Conference to re-initiate the Conference Call.

Figure: Conference Bridge Mode: Manual

If all the configured WebEx users are in another meeting, and if the Conference Bridge Mode was configured as Automatic, the Conference Bridge Mode is changed to Manual. Click Start Conference to re-initiate the Conference Call.

 

Figure: Conference Bridge Mode: Automatic

Scenario 5: The WebEx meeting is getting created.

Figure: Conference Bridge Mode: Automatic

Figure: Conference Bridge Mode: Manual

Scenario 6: If the WebEx users are active and available on the CONFERENCE CALL- WEBEX LIST page, the Host URL, Attendee URL, and Meeting Key are displayed on the MAJOR INCIDENT pop-up page.  The WebEx meeting is created successfully.


Figure: MAJOR INCIDENT pop-up page 

Scenario 7: An error occurs while creating WebEx meeting.

If an error occurs while trying to start a WebEx Conference Call, and if the Conference Bridge Mode was configured as Automatic, the Conference Bridge Mode is changed to Manual. Click Start Conference to re-initiate the Conference Call.

Figure: Conference Bridge Mode: Automatic

If an error occurs while trying to start a WebEx Conference Call, and if the Conference Bridge Mode was configured as Manual, click Start Conference to re-initiate the Conference Call.


Figure: Conference Bridge Mode: Automatic

Scenario 8: The Conference Call ends.

After the Conference Call ends, the following message is displayed.

Figure: MAJOR INCIDENT pop-up page

FAQs

Starting Major Incident Discussion Using Microsoft Teams

To start a conference call through Microsoft Teams, perform the following steps:

1. Select Incident >User> Manage Incidents >Incident List. The Incident List page is displayed.
2.  To view Major Incidents, set the filters as shown in the following figure.
   
   
   Figure: FILTERS - Major Incident
   
   
3. Select the Incident ID of the Incident that you want to discuss. The following page is displayed with all the details about the Incident.
   
   
   Figure: Incident Details page
   
   
4. Click  (Major Incident) icon to view Major Incident pop-up as shown in the following figure.
   
   
   Figure: Major Incident - Bridge Mode - Manual
   
   
5. Type in the e-mail addresses of the recipients in the Recipient E-mail IDs field.
6. Select Yes for Capture Meeting Details if you want to capture the meeting details else select No.
7. Specify the Notification interval.
8. Select Notify Workgroup Owner check box if you want to notify workgroup owner.

9. Click Start Conference. An e-mail notification triggers to the recipients with Teams Meeting link as shown below.
   
   
   Figure: E-mail Notification
   
   

10. Also, on the Major Incident pop-up, an MS TEAMS MEETING hyperlink is displayed as shown in the following figure.
    
    
    
    

    Note:

    To invite additional users, add the e-mail ids of the additional users in the Recipient E-mail IDs field and click Send meet link to invitees. Also, under the INVITEES LIST tab, you can view the user list to whom and all the meeting invite is sent.

    
    

11. Click MS TEAMS MEETING hyperlink in the Major Incident pop-up. The Analyst redirected to https://teams.microsoft.com as shown below.
12. Select Always allow teams.microsoft.com to open links of this type in the associated app check box and click Open Microsoft Teams as shown below to start the meeting in the Microsoft Teams application.
    
    
    
    
13. The Microsoft Teams app opens up as shown below.
14. To turn on your video before a meeting, just select Turn camera on  right before you click Join now. By default, the camera is turned off. When your camera is off, you can see the camera icon has a bar over it .
15. Click Join now to join the meeting.
    
    
    
    

Various Conference Call Scenarios

Scenario 1: No Conference Call (WebEx or Twilio or Microsoft Teams) is configured on the CONFERENCE CALL – TWILIO/WEBEX/MICROSOFT TEAMS LIST page

If no Conference Call is configured on the CONFERENCE CALL – TWILIO/WEBEX/MICROSOFT TEAMS LIST page, then on Major Incident pop-up the following message is displayed:

Figure: MAJOR INCIDENT pop-up page

For more information about configuring Conference Calls, see SummitAI Platform Online Help.

Scenario 2: if Twilio, WebEx, and Microsoft are configured.

If Twilio, WebEx and Microsoft Teams conference are configured and Active on the CONFERENCE CALL – TWILIO/WEBEX/MICROSOFT TEAMS LIST page, then on the Major Incident pop-up the Analysts can select from the Conference Bridge Type as WebEx or Twilio or Microsoft Teams. For more information about configuring Conference Calls, see SummitAI Platform Online Help.


Figure: MAJOR INCIDENT pop-up page

Scenario 3: On the Major Incident configuration page, if the Conference Bridge Type is selected as Microsoft Teams and Conference Bridge Mode as Manual, then on the Major Incident pop-up the Conference Bridge Type is selected as Microsoft Teams and Conference Bridge Mode as Manual.

Figure: MAJOR INCIDENT pop-up page

Scenario 4: On the Major Incident configuration page, if the Conference Bridge Type is selected as Microsoft Teams and Conference Bridge Mode as Automatically, then on the Major Incident pop-up the Conference Bridge Type is selected as Microsoft Teams and Conference Bridge Mode as Automatic.


Figure: Major Incident - Bridge Mode-Automatic

Starting Conference - Automatic

1. On the Major Incident pop-up, if the Conference Bridge Mode is Automatic, the invite is automatically sent to the configured recipients and MS TEAMS MEETING link auto generated. Also, under the INVITEES tab you can view the user list to whom and all the meeting invite is sent.

2. To invite additional users, add the e-mail ids of the additional users in the Recipient E-mail IDs field and click Send meet link to invitees.
3. Click MS TEAMS MEETING hyperlink in the Major Incident pop-up. The Analyst redirected to https://teams.microsoft.com as shown below.
4. Select Always allow teams.microsoft.com to open links of this type in the associated app check box and click Open Microsoft Teams as shown below to  start the meeting in the Microsoft Teams application.
   
   
   Figure: Microsoft Teams app selection
   
   
5. To turn on your video before a meeting, just select Turn camera on  right before you click Join now. By default, the camera is turned off. When your camera is off, you can see the camera icon has a bar over it .
   
   
   Figure: Microsoft Teams - video and audio options 
   
   
6. Click Join now.
   
   
   
   

Other Invitees

1. The following pop-up message is displayed to other invitees when Analyst starts the meeting. 
   
   
   
   
2. Click Join to join the meeting as shown below.
   
   
   
   

This section details the meeting controls of the Microsoft Teams.

Figure: Microsoft Teams - Meeting Controls

Figure: Microsoft Teams - More actions

• Turn your camera on/off
  You might want to turn your video on and off over the course of a meeting. To turn camera on, go to the meeting controls and tap Turn camera on. If camera turned off, you will see that the camera icon has a bar over it ().
  
  
• Mute/ Unmute
  
  Click on the  (microphone) icon to mute yourself. When you mute yourself, you will see that the microphone icon has a bar over it (). To unmute yourself, click on the same icon again.
  
  
• Share Content
  Using this option you can share your screen with the audience. Click icon and select the Desktop option (if you to want to share whole desktop) or select Window option (if you want to share a particular screen).
  
  
• More Actions
  More actions can be taken for example Start recording, or to End meeting.
  
  
  • Start recording
  • End Meeting
    
    
• Show conversation
  Click  (Show conversation) icon to view the Meeting Chat as shown below. Here you can chat with the Participants.
  
  
  Figure: Meeting Chat

• Show participants
  Click  (Show participants) icon to view the Participants as shown below.
  
  
  Figure: Participants
  
  
• Leave
  You can leave the meeting using the Leave option. 
  
  

Change History

On the CHANGE HISTORY pop-up, under the Meetings History section, you can view the meeting details such as Topic Name, Meeting Type, Meeting Creation Time, and Participants Info.

Figure: Change History pop-up

History

In the HISTORY tab of Major Incident, the entire Meeting Chat will be captured as shown below.

Figure: Major Incident - HISTORY tab