Trigger Rules with Major Incident Management

[Andrew Linenber]

I am attempting to configure a trigger rule requested by our Major Incident Manager.

Am I correct in understanding that when the condition(s) is/are met in the trigger rule, then a Major Incident is automatically created?

If that is the case, is there anything I need to do additionally to get this to work?

The rule I'm using is as follows.

However, when I go in to test and either create a new Incident with those fields set or change those fields, it doesn't create or promote the incident to an MI.

[john_duchock · Accepted solution]

I haven't administered major incident triggers since London, but in that release, the major incident DOES NOT get automatically created via the conditions.  Instead, the UI Action that allows a user to create a major incident becomes available as a result of the conditions. 

Keep in mind that you want this check in place or else you will have LOTS of major incidents.  The UI Action that creates the major incident actually creates a "Candidate" for a major incident which your MI Manager will have to approve before it actually becomes a major.  This manager acts as a gate-keeper to make sure that "cant start my laptop" does not turn into a major incident (and triggers conference bridges, notifies executive committee, etc...)

I will be deploying this again after our New York upgrade in Jan 2020.  I guess i will see if these rules changed in NY soon enough 🙂 

[Andrew Linenber]

Ah! This might be a misunderstanding on my case, then.  I am 99% sure my MI Manager would like to to automatically become a MI if those conditions were met, because it's only her department who can set the IUP to meet those conditions.

I'll do some more checking.  Thanks for the insight!