Configuring Major Incidents

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. The Major Incident check box is enabled on the INCIDENT ID page if the configured Major Incident settings are met. The Analyst can select the check box to identify the Incident as a Major Incident.

To configure Major Incidents, see Major Incidents Configuration.
To know more on Global Tenancy, see Global Tenancy Overview.

The following functions can be performed on the Major Incidents configuration page:

Configure and view the Major Incident in Global/Local Tenant
Edit Major Incident configuration in Local Tenant
Delink Major Incident configuration

Configure Major Incident in Global Tenant

To create a major incident configuration in the Global Tenant, perform the following steps:

Navigate to Incident > Configuration > Others > Major Incident.
Select the Global Tenant from the left Tenant option, which is a mandatory field.
Click ADD NEW from the right ACTIONS panel.
The Major Incident DETAILS page is displayed.

Figure: Major Incident- Details page
Select the desired options in the Conditions for Major Incident section.
For more information about fields displayed on the Major Incident Details page, see Field Description.
Click SUBMIT. A new Major Incident configuration is added.
The configured value is added to the List page post submission.
To view the configured value, click SHOW LIST from the right ACTIONS panel.
The Major Incident List page is displayed.

View Major Incident in Local Tenant

To view the Global Major Incident Configuration in Local Tenant, perform the following steps:

Navigate to Incident > Configuration > Others > Major Incident.
Select the desired Local Tenant from the left Tenant option, which is a mandatory field.
The LIST of Major Incident configurations for the selected Tenant is displayed.
Check and verify the configured Global Major Incident value on the Major Incident List page.

Figure: Major Incident List page- Global value in Local Tenant

The Global Configuration is indicted with a grey-colored Globe Icon

Edit Major Incident configuration in Local Tenant

To edit the Global Major Incident Configuration in Local Tenant, perform the following steps:

Navigate to Incident > Configuration > Others > Major Incident.
Select the desired Local Tenant from the left Tenant option, which is a mandatory field.
The LIST of Major Incident configurations for the selected Tenant is displayed.
Click the desired Major Incident ID hyperlink.
The Details- Global Configuration page is displayed.
Select the desired options from the various field dropdowns. For more information on fields on the DETAILS page, see Field Description.
Click SUBMIT.
The configuration changes are captured.
NOTE

When a Major Incident is deactivated, ( when the ACTIVE checkbox is disabled on the Details- Global Configuration page), the change is captured and displayed on the LIST page with an Exclamation mark to notify the users that value is deactivated.

Figure: Major Incident List page in Local Tenant

The Global Configuration which is edited locally is indicated with a blue colored Globe icon

Delink Major Incident configurations

To delink Major Incident Configurations, perform the following steps:

Navigate to Incident > Configuration > Others > Major Incident.
Select the desired Local Tenant from the left Tenant option, which is a mandatory field.
The LIST of Major Incident configurations for the selected Tenant is displayed.
Click the desired Major Incident ID hyperlink.
The Details- Global Configuration page is displayed.
Click Delink option from the right ACTIONS panel.
Click SUBMIT.

NOTE

When a Global configuration is delinked, upon clicking SUBMIT, it will be changed to a Local configuration.

Figure: Major Incident page- Delink option

The delinked Global Configuration is indicated with a delink icon

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)

Icons

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

Icon	Description
	Global Configuration   Indicated in grey color globe icon.
	Global Configuration- Modified Locally   Indicated in blue color globe icon.
	Global Configuration- Delinked Indicated in grey color globe icon with delink symbol.