SummitAI Service Management Help

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:

Major Incident Management Workflow
Figure: Major Incident Management Workflow

An End User logs an Incident.
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).
The Application automatically sets up a Conference Call (WebEx or Twilio 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.
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:

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

MAJOR INCIDENT pop-up page
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.

MAJOR INCIDENT pop-up page
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.

MAJOR INCIDENT pop-up page
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.

Conference Bridge Mode: Manual
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.

Conference Bridge Mode: Automatic
Figure: Conference Bridge Mode: Automatic

Scenario 5: The WebEx meeting is getting created.

Figure: Conference Bridge Mode: Automatic

Conference Bridge Mode: Manual

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.

Conference Bridge Mode: Automatic
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.

Conference Bridge Mode: Automatic
Figure: Conference Bridge Mode: Automatic

Scenario 8: The Conference Call ends.

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

MAJOR INCIDENT pop-up page
Figure: MAJOR INCIDENT pop-up page

Note:

After the WebEx meeting is scheduled successfully, Analysts can add new recipients in Recipient E-mail IDs field to notify them by clicking NOTIFY RECIPIENTS on the MAJOR INCIDENT pop-up page.
The Administrators should schedule the “WebEx Meeting Creation and Deletion” job in Custom Scheduler (Admin > Basic > Infrastructure > Custom Scheduler > Select a Job) to create and delete the conference meeting. For more information, see Custom Scheduler in SummitAI Platform.

FAQs

What Service Provider does SummitAI support for SMS gateway and Conference call?

For SMS Gateway Center, Long Code SMS is supported.
For Conference call, Twilio and WebEx are supported.

Who is the recommended Service Provider from SummitAI?

We can integrate with the Service Providers who support URL posting or Long Code SMS, etc. For one of our internal portals, we use SMS Lane.

Will SummitAI have the capability to open the Conference Bridge?

For Twilio, a Pin is sent to open the Conference Bridge.
For WebEx, an invitation is sent. The user can use the computer audio.

What if the user does not join the Conference Bridge via notification, is any reminder sent?

No, reminders are not sent.

Can SummitAI application call the user and join them to the Conference Bridge?

No, the SummitAI application cannot call the user and join them to the Conference Bridge.