Major Incident workbench — the Post Incident Report tab

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Major Incident workbench — the Post Incident Report tab

    The Post Incident Report tab in the Major Incident Workbench is essential for analyzing the cause of major incidents and documenting the resolution actions taken. It allows teams to evaluate their response and identify follow-up actions, ensuring that all actions and findings are recorded accurately.

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    Key Features

    • Sections of the Report:
      • Overview: Provides a summary of the incident.
      • Findings: Details on the cause of the incident and lessons learned.
      • Resolution: Outlines the steps taken to resolve the issue.
      • Timeline: Captures all activity related to the incident and updates can be made through the Regenerate Timeline function.
    • Edit Capabilities: Major incident managers can edit reports while the incident is in the Resolved state.
    • Continual Improvement Management (CIM): If activated, the report includes a section for Related Improvement Records.
    • Downloadable Reports: Reports can be compiled and downloaded in PDF format.

    Key Outcomes

    Using the Post Incident Report tab enables teams to document their incident response thoroughly, facilitating improved future handling of major incidents. The information from the report is integrated into the Incident form, enhancing overall incident management. Additionally, specific links for regenerating timelines and previewing reports are available based on user roles, ensuring appropriate access to information.

    The Post Incident Report tab helps you to understand the cause of the major incident, and the actions taken by the teams to resolve the incident.

    The teams can assess the incident response and resolution process and determine follow-up action items. The post incident report is required to record the actions performed, the reasons for doing them, and findings.
    Note:
    The major incident manager can edit a report when the incident is in the Resolved state.
    Figure 1. View of the Post Incident Report tab
    Post incident report tab
    The post incident report includes the following sections where a major incident manager can provide required information:
    • Overview: Summary of the incident.
    • Findings: Information on what caused the major incident and any lessons learned in the process.
    • Resolution: Information on the resolution steps taken to resolve the issue. The major incident manager can also add or edit any related Problem or Change information by clicking Add or Manage respectively.
    • Timeline: Information of all the activity feeds, not only of the incident but also of the incident communication plan and incident communication tasks related to the incident. You can update the timeline with the latest activity by clicking Regenerate Timeline.
      Note:
      The information that you provide for Overview, Findings, and Timeline gets updated in the Post Incident Report section on the Incident form.

    If you activate the Continual Improvement Management (CIM) plugin (com.sn_cim), the Related Improvement Records section is displayed in the report. This section displays the Inbound CIM Integrations records.

    When you click View Complete Report, all the information entered by the major incident manager is compiled together and you can download the report in the .PDF format by clicking Download Report PDF.

    The following links appear in the Incident form under the Related Links section:
    • Regenerate PIR Timeline: This link appears when incident is in the Resolved state and the user has the major_incident_manager role.
    • Preview PIR: This link appears when incident is in the Resolved or Closed state and the user has the itil role.
    Note:
    On the downloaded report, under Incident Response Timeline, the time displayed in the timing type Time to Identify is calculated in the following ways:
    • If you propose the incident as a major incident: The time indicates the time from creation of the first related alert for this incident or creation of the incident (in case there is no alert or the Event Management plugin is inactive), whichever occurs first, until the time the incident is first proposed as a major incident.
    • If you create a major incident directly: The time indicates the time from creation of the first related alert for this incident or creation of the incident (in case there is no alert or the Event Management plugin is inactive), whichever occurs first, until the time the incident is promoted as a major incident.