Skip to main content
Version: 1.19.0

Major Incidents

A major incident is an incident of the highest impact and highest urgency. It affects a large number of users, depriving them of vital business functions. A major incident is always an infrastructure incident.

Create major incidents​

tip

Role required: ITSM_agent or admin.

To create a major incident, complete the following steps:

  1. Navigate to Incident Management → New.
  2. Fill in the form fields. Ensure that you select the Infrastructure incident checkbox, and after that, the Major incident checkbox.
  3. Click Save or Save and exit to apply the changes.
Chronology tab​

Unlike regular infrastructure incidents, the major incident form features the Chronology tab. In its Chronology field, you can record all the key events of the major incident, from its detection to its resolution. Providing the Chronology becomes mandatory when completing and closing major incidents.

Process major incidents​

Major incidents have a separate procedure with shorter time scales. Major incidents require a large number of people of various hierarchy levels to be involved.

To accelerate the work on major incidents, you can create a swarming session. You can also assign or add comments on multiple major incidents at once.

Swarming session on a major incident​

note

To enable the functionality of the Swarming Session, complete the settings described in the Set up Telegram Swarming Session article.

Swarming Session is a temporarily created group in Telegram designed to speed up the work on major incidents. Once joined, the members of the group collaborate on the incident faster and more effectively. All the updates done on the incident form (new states, comments, and changes in other fields) are copied to the group automatically. The comments from the Telegram group are also copied to the incident Activity Feed on behalf of Guest User. The work note indicates the name of the specific Telegram user who left the comment. When the incident state changes to Completed, commenting becomes impossible, and when the state changes to Closed, the group disappears.

To initiate the session:

  1. Click the Start swarming button on the top of the page.
  2. In a new window that appears, verify the list of the participants responsible for the incident management, add or remove any if necessary. These people will receive an email invitation to join a Telegram group devoted to the major incident.
    • By default, the recipients are: Assigned user, Incident manager and Service owner.
    • The user who clicked Start swarming becomes the initiator of the session and also receives the invitation even though their name is not in the list.

Apart from the email invitation, a link to the Telegram group is available on the incident form, above the Activity Feed. Share the link with any person associated with the incident, even if they are not SimpleOne users. Their comments will also be transferred to the Activity Feed.

After the incident is closed, the link disappears.

Complete and close major incidents​

You can only complete and close major incidents manually via their respective forms. When doing so, you must specify:

The incidents of this type can be closed only by the responsible agent after examination.