A major incident (MI) is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process. Major incidents often have a separate business procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents with high business impact.
The definition of what constitutes a major incident is being determined and agreed upon (as of November 2018). For example, a major incident could be created if a critical business service is impacted or if there is a service outage that affects a large number of users.
- Propose an incident as a major incident candidate by clicking Propose Major Incident from the Incident context menu.
- Create a new major incident candidate by clicking Create Major Incident Candidate from the left navigation pane.
- Mark an incident as a major incident candidate based on the major incident trigger rules.
- Promote a candidate to a major incident by clicking Promote to Major Incident from the context menu.
- Create a new major incident by clicking Create Major Incident from the left navigation pane.
- Promote an incident to a major incident without going through the proposal process.
- Reject a candidate.
There are multiple ways to link child and parent incidents:
- When looking at an incident you can link it to a parent on the 'Related Records' tab
- When looking at a Major Incident you can link one or multiple other incidents to it on the 'Child Incidents' tab by clicking 'edit'
- When looking at a Major Incident you can click on the 'View Workbench' button and then press the 'Create Child Incident' button
Crucial things in responding to a major incident are to involve right resources, communicate updates to users and stakeholders, setup conference calls to investigate and resolve the incident, and escalate when required. These business processes will be developed and refined in 2019.
You can read more about Major Incident here.
Questions? Send email to Rich Meyer, rtmeyer@berkeley.edu.