Configuring Major Incident Management in Service Operations Workspace

Configure the features in Major Incident Management to use and manage major incidents in Service Operations Workspace.

Configuration overview

Admin Center enables you to configure the following features in Major Incident Management:

• Major incident manager roles
• Major incident trigger rules
• Communication templates and plans
• Playbooks
• Email notifications
• Timeline configurations for a post incident report

• Assign the Major incident manager role
  Assign the Major incident manager (major_incident_manager) role to existing users to manage, analyze, and resolve major incidents.
• Configure major incident trigger rules
  Create and configure the trigger rules for a major incident to define the conditions for when a trigger action is executed. You can create major incident trigger rules to define the conditions under which an incident is automatically considered as a major incident candidate.
• Setting up communication templates and plans in Major Incident Management
  Set up the communication templates and plans in Major Incident Management to help reduce the efforts and time spent in creating and composing communication at the various stages of a major incident. Effective communications with stakeholders help resolve major incidents.
• Assign a playbook to Major Incident Management
  Configure and assign playbooks to manage the major incidents process.
• Configure email notifications in Major Incident Management
  Configure the automated email notification alerts that are sent to major incident managers in the various stages of the major incident process. These stages include a change of state, assignment, or user group for a major incident.
• 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.