Major Incident Configuration
- 18 Feb 2025
- 1 Minute to read
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Major Incident Configuration
- Updated on 18 Feb 2025
- 1 Minute to read
- Print
- PDF
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A major Incident is the one with highest-impact and highest-urgency and that largely affects the entire organization. Immediately after a Major Incident is reported as a next step the right stake holder teams must be informed about the same.
Figure: Major Incident Recipients
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
| NovaTech is improvising the way Major incidents are handled in the company right from Major incident identification to informing stakeholders on the same. | To resolve this, the Administrator configures Major Incident Recipients with information on Priority, appropriate Workgroup and Urgency so that when there is a major incident the amount of time needed to inform stakeholders is significantly reduced. |
Configure Major Incident Configuration
To configure the Resolution Code, perform the following steps.
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Navigate to Design Studio > Module > Configuration > Others > Major Incident Configuration. The admin can view the list of all configured records. To learn more about managing the list page navigate to Manage Major Incident Configuration.
Figure: Major Incident Configuration
4. Click New to configure a new Major Incident Recipient list. For more information on the fields refer to the table below.
Figure: Major Incident Configuration New
| Field | Description |
|---|---|
| Tenant* | A Tenant is similar to a department within an organization that provides support related to an IT or a facility. |
| Workgroup | A Workgroup is a group of members in a Tenant or a unit in an organization who are authorized to perform a specific set of business activities. |
| Category | A Category is a group, representing the type of an Incident. Based on these Categories Incidents are assigned to resolve. |
| Priority | Priority defines the precedence in which a particular Incident should be addressed. |
| Recipients | Include one or many recipients from this drop down who are supposed to be informed on Major Incidents. |
5. Enter all the details and click Save.
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