Configure the timeline events for a Post Incident Report

Configure the incident information displayed as the event on the post incident report that is generated after a major incident is resolved. You can configure what information a post incident report must contain and how the information is arranged.

Before you begin

The Major Incident Management plugin must be activated in Service Operations Workspace. For more information, see Activate Major Incident Management in Service Operations Workspace.

Role required: admin

Procedure

1. Navigate to All > Service Operations Workspace > Configurations.
2. On the Admin Center page, navigate to the configuration page for Major Incident Management through either the Overview tab or the Configurations tab.
   • In the Overview tab, select Configure for Major Incident Management.
   • In the Configurations tab, select Major Incident Management.
   The configuration page displays all configurable features in Major Incident Management.
3. On the Timeline configuration section, select Configure.
4. On the Timeline configuration page, configure the options.

   Review the sample timeline events displayed on the Preview (sample timeline) section. Based on the data, you can use the following options to modify the default settings of the timeline.

   Table 1. Timeline configuration

   Option	Description
   Incident Milestones	Option to include the following critical incident milestones in the timeline events of the post incident report: Incident accepted as a Major Incident by an MI manager Incident marked as Resolved
   Order of events	Option to arrange the order of the incident events in a post incident report. Available options: Ascending – Order of events where the first event is placed at the top of the post incident report and the last event is displayed at the bottom of the post incident report. Descending – Order of events where the last event is placed at the top of the post incident report and the first event is placed at the bottom of the post incident report. Note: The first and last event displays the date along with the time.
   Event grouping	Option to group the events, which are within a short time interval. This option enables you to have a more concise post incident report.
   Group events within	Time duration within which events that exist must be grouped.