Major Incident & Problem Report different processes BUT..

[LalaEA]

Hi all,

So Problem- and Major incident Management is two different processes with different goals BUT...

I have helped a customer with their major incident Management (setting up communication task & Post-Incident Report). Now it seems the mos valuable thing from MIM for them is the communication since they want the report to include the problem info as well.

First we wanted to combine problem in to the Post-incident report but it did not make sense since the processes differ..?

Is there a similar report where both Major incident (containing: Related records, downtime, description, impacted services, actions taken, involved persons) and Problem (containing: Resolution, fix, Cause) and the timeline over Incidents -> Major Incident -> Problem -> Solution?

Very thankful for inputs and ideas 🙂
Cheers!

[Dr Atul G- LNG]

Hi @LalaEA 

Interesting use case but OOTB nothing there.  and not sure it is easily do able.