Major Incident Managment widget for ESC

RKHD
Tera Contributor

‎06-05-2025 09:18 PM

At Knowledge, there was a vendor who discussed having a widget baked into their ESC showing any major issues going on and an "up vote" button that end users could use to report that they were also "affected" which would create a child ticket under the MIM. This would save them time in filling out a ticket and also help divert a new ticket needing to be reviewed, etc.  I am wondering if anyone is aware of how to do this and willing to share steps/etc.  
Thanks!

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Community Alums
Not applicable

‎07-10-2025 10:56 PM

At a high level, here’s what you’d do:

  1. Create a custom widget (or use a Catalog Item / Record Producer) on the ESC (Employee Service Center) that shows any current Major Incidents.

    • You could use a GlideRecord query or a Data Resource to pull active Major Incidents (major_incident_state is Active, etc.).

    • Display key info like short description, impact, and any updates.

  1. Add an “I’m affected” button next to each major issue.

    • When a user clicks it, trigger a Flow or Script Include that:

      • Creates a new incident record for that user.

      • Sets the parent_incident field (or similar) to link this new ticket as a child under the active Major Incident.

      • Optionally copy over category, short description, or other details.

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