Configuring Major Incidents

Owned by Enterprise IT
Apr 23, 2024

SummitAI Service Management Help

Incident Management

What are Major Incidents?

An Incident is called a Major Incident when it is a High Priority Incident. The Analysts identify an Incident as a Major Incident based on the Priority of the Incident logged and the number of Child Incidents linked to the Parent Incident. You can set the configuration for Major Incidents. If the configured Major Incident settings are met, the Major Incident check box is enabled on the INCIDENT ID page. The Analyst can select the check box to identify the Incident as a Major Incident.

To add Major Incidents:

  1. Select Incident > Configuration > Others > Major Incident.
  2. On the MAJOR INCIDENT page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and other conditions for Major Incident. For more information about fields on the MAJOR INCIDENT page, see Field Description.
  4. Click SUBMIT. A new Major Incident configuration is added.

    MAJOR INCIDENT page
    Figure: MAJOR INCIDENT page

Field Description

The following table describes the fields on the MAJOR INCIDENT page:

Field

Description

DETAILS

CONDITIONS FOR MAJOR INCIDENT

Workgroup

Select the Workgroup from the list for which you want to configure Major Incident.

Category

Select the Category from the list. Click the Search icon, on the Category pop-up page, select the Category for which you want to configure Major Incident.

Priorities

Select the check box for the priorities for which Major Incident check box is enabled.

Number of Child Incidents linked

Specify the number of linked Child Incidents.

Number of Open Incidents for Category

Specify the number of open Incidents for the selected Category.

Notifications E-mails

Specify the e-mail ids to send the notifications for Major Incident.

Notification Interval

Set the time in the drop-down box. The notification e-mail for Major Incident is triggered at the set time interval.

Conference Bridge Type

Select the required option in the drop-down list. The available options are:

  • Twilio
  • WebEx
  • Microsoft Teams

Conference Bridge Mode

Select the required option in the drop-down list. The available options are:

  • Automatic: It sends e-mail notifications automatically on logging a Major Incident. If Automatic is selected, the Start Conference button will become disabled on the MAJOR INCIDENT pop-up.
  • Manual: If selected, the Analyst has to start the conference call by clicking Start Conference on the MAJOR INCIDENT pop-up.

Bridge Name

Select the Bridge Name in the drop-down list.

Note: This field is displayed only when the Conference Bridge Type is selected Twilio.

Active

If selected, the Major Incidents configuration becomes active. Also, the Major Incident check box is displayed on the New Incident For User and Incident Details page (if the Incident meets the configured criteria)

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the MAJOR INCIDENT page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Major Incidents configured for the selected Tenant.

Figure: MAJOR INCIDENT LIST page: List of Major Incidents

  • To edit a Major Incident, click the ID of the Major Incident. Make appropriate changes and click SUBMIT.
  • To display the inactive Major Incidents, click the Include Inactive check box.

Note:

When the Major Incidents are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Major Incident.
  • Click IMPORT to update or create multiple Major Incident, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the MAJOR INCIDENTS page. For more information see Importing Master Template in SummitAI Platform.