Major Incident Criteria
- Critical system(s) have a service outage, 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
- Needs to be customer facing
How to propose a Major Incident during business hours
NOTE: If in doubt, propose an incident as a Major Incident candidate; the proposal can always be “rejected.”
1. Inform your supervisor that you are going to propose an incident as a Major Incident candidate
2. Open one of the already reported incident (note: you must be a member of the Assignment Group or the Opened By person to propose a Candidate.)
3. In the gray header bar, click on the "hamburger" menu and select “Propose Major Incident” from the drop down menu
4. Note any other incidents that might become children of the Major Incident for future filtering.
a. Team Lead - select a common Category and CI to use for the duration of the event.
b. Technicians - use common Category and CI on all tickets opened prior to Major Incident creation. These will be the field used to filter and easily add them to the Major Incident ticket.
5. Slack the Service Desk Manager that you have proposed a Major Incident