Active major incidents

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • View a list of related incidents, details of a major incident and activities on an incident.

    Before you begin

    Role required: major incident manager

    Procedure

    1. On the Agent landing screen, tap See All on the Active major incidents applet.
      The Active major incidents screen opens with a list of major incidents.
    2. If you want to reduce the number of records on the screen, see Filter records to search for records that match specific search criteria.
    3. On the Active major incidents screen with the list of incidents, swipe left on an incident to open the menu.
    4. Tap Add comments to add any additional comments or work notes about the incident in this field and tap the send icon (Send icon.).
    5. Tap Resolve to resolve the major incident by adding the Resolution code and Resolution notes.
    6. On the Active major incidents screen, tap a record on the list to open it and view more details.
    7. Use the menu at the top of the screen for quick actions.

      The quick actions available for an active major incident are as follows:

      • Assign to someone: Assign the major incident to someone in an appropriate assignment group.
      • Resolve: Add a resolution code and resolution notes and tap the send icon (Send icon.) to resolve the incident.
      • Add comments: Add any additional comments or work notes for the major incident and tap the send icon (Send icon.) to add these comments to the record.
    8. On the Active major incident screen, choose one of the actions in the table as appropriate.
      Option Description
      DETAILS tab View the fields for details about the incident. The fields with an arrow have additional information.
      ACTIVITY tab View the activity on the incident like field changes or assignment changes. Tap the add icon (Add icon) to perform any of the following activities on the incident.
      1. Record Video: Record a video to be attached to the incident.
      2. Open Gallery: Open your photo gallery to attach an existing image or a video to the incident.
      3. Take Photo: Take a picture and attach it to the incident
      4. Attach File: Attach a file from another application to the incident.
      5. Add Additional Comments: Add any additional comments to the incident.
        Note:
        The comments can be made visible to the customer if you enable them using the toggle bar on the Additional Comments field.
      6. Add Work Notes: Add your work notes on the incident.
      TASKS tab View the list of all the tasks associated with the incident. Swipe left on an associated task to Close task or Snooze for a later time.
      RELATED tab View the related lists of the major incident, such as, child incidents, impacted services, outages, and affected CIs. Tap on the arrow to view more details of these related items.