The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.

To navigate to the major incident workbench, open a major incident or a major incident candidate, and click View Workbench on the form header.

Figure 1. Major incident workbench
major-incident-workbench
Note: Groups and number of members involved in the groups widget are populated from the Assignment group and the Assigned to fields of incident, incident communication plan, incident task, as well as the members involved in an active conference call.

Header components

  • From the workbench, to navigate back to the incident form, click View Form that appears on the header of the workbench.
  • If an incident is not yet in the Resolved state, then the header displays the Resolve button. To resolve an incident, click Resolve.
  • When an incident is not yet accepted as a major incident, then the workbench displays a choice list on the header. The list displays options to promote the incident to a major incident or to reject the incident.
  • Use the chat icon (chat icon) on the header to initiate a chat on the incident level. The chat is a record feed — whatever you write in the chat appears in the activity stream.
  • You can click edit icon to change the state of the incident.
  • Duration is an active timer that tracks the time since the creation of the incident. The timer stops when the incident is resolved.