Major Incident Criteria
- Critical system(s) are impacted, or
- Moderate to large numbers of campus customers have been impacted because of loss of service or a significant degradation of service, or
- Moderate to large numbers of campus customers have lost service within a time-sensitive window, or
- Groups of VIPs are impacted
As a manager on a Service Provider team, you may serve as the Major Incident Manager during non-business hours.
Promoting and Approving an existing incident as a Major Incident
1. Open a reported incident
2. In the gray header bar, right click in the gray space (two finger click for Mac users). Note: you must be a member of the Assignment Group or the Opened By to propose a Candidate.
3. Select “Propose Major Incident” from the drop down menu.
4. Then, open the Major Incident Candidate list from the left navigation bar
5. Open the appropriate incident number.
6. In the gray header bar, right click in the gray space (for Mac users, two finger click)
7. Select "Create Major Incident" from the drop down menu
NOTE: When you select Create a Major Incident, you are creating a new record with a new incident number; the proposed incident will become a child of the new Major Incident parent
8. Via the active-issues channel on Slack, inform your team of the Major Incident number and that they should document their work notes on this ticket.
9. Identify your Communications Lead for this Major Incident and instruct them to contact the Service Desk Manager at start of the next business day.