Approver - Major Incident
- 29 Apr 2024
- 1 Minute to read
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Approver - Major Incident
- Updated on 29 Apr 2024
- 1 Minute to read
- Print
- PDF
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Having an approver is crucial in incident management, especially for major incidents, to guarantee that important choices about the incident response are made with the right supervision and authority.
Depending on the organizational structure and event severity, the approver for big occurrences may not always be the same person and usually occupies an authoritative position within the organization.
User Persona: Approver
Use Case User Persona: Approver | Solution |
NovaTech receives an alert indicating a major incident where the company's website in inaccessible to customers. Investigations reveal a widespread server issue causing the outage. | To resolve this, the incident is routed to the Approver who has the authority to make decisions regarding resource allocation, escalation and communication during major incident. The approver is responsible for making critical decisions based on the evolving situation. This includes prioritizing certain tasks, authorizing changes to the production systems, or approving downtime for affected services. |
Approve Incidents
Approval of Major Incidents is a critical factor in Incident Management. It is done by the Incident Manager, Emergency Response Team, Change Advisory Board, etc.
To approve a Major Incident, perform the following steps.
1. Navigate to Service Management.
Figure: Home page
2. The Analyst dashboard is displayed as given below.
Figure: Analyst Dashboard
3. Navigate to Incident > Manage Incident.
Figure: Analyst Dashboard
3. The Incident list page is displayed.
4. Select the Incident ID to be approved.
Figure: Approve Major Incident
5. Click Approve and the following window is displayed.
Figure: Workflow Approval
6. Provide a Status and Remarks for Approval and Submit the form. The following validation message is displayed.
Figure: Approval Validation message
7. Once the approval is completed, the workflow is displayed as below.
Figure: Incident Details page
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