TDX Major Incident: Create a Major Incident Ticket

Create a Major Incident when any large scale outage occurs or when an outage impacts a large number of people. Work the Major Incident until the outage is resolved or a workaround is in place. 

This article covers these topics:

Creating a Major Incident ticket

Once a major outage is identified, the responsible Service Desk Lead or Tier 2 team, in direct consultation with the Service Owner, should create a Major Incident ticket. The ticket can be created from any of the Incident tickets already open for that outage or as a new ticket from the U of M Ticketing app.

Beginning a Major Incident from an Existing Incident Ticket

  1. Navigate to one of the Incident tickets dealing with the major outage.
  2. Select the Action menu in the Incident ticket; choose Create Parent from the dropdown menu.
    General Tab, Actions dropdown menu expanded. Create Parent highlighted
    The Select Application/Form window pops open.
  3. Choose Major Incident Form. A Major Incident form appears. All the fields from the original Incident form are populated just as they were. 
  4. Move on to Filling out the Major Incident ticket fields.

Beginning a Major Incident Ticket from a new ticket

You can also create the Major Incident ticket directly from the UofM ticketing application.

  1. Select +New.
  2. Choose Major Incident from the dropdown menu.
  3. Move on to Filling out the Major Incident ticket fields.

Filling out the Major Incident ticket fields

  1. Go to the Major incident Manager field. 
    • This field defaults to the person who opened the Major Incident Form. 
    • If needed, change the field to the appropriate person who will be the manager for the Major Incident.
  2. Write a Clear, Short Title for the Ticket that accurately reflects what is going on in the Major Incident.
    • Ideally, it should contain the name of the affected service and a very brief description of the issue. The information in this field will be included in all Major Incident Notifications, hence the need for brevity.
  3. Enter a Description.
    • If you created the Major Incident from an existing Incident ticket the Description field will have auto-populated text [Creating parent for incident #].
    • The information contained in this field will populate into the Problem ticket when created.
    • Delete any pre-populated text.
    • Writing from the user's perspective, enter a clear, concise description of the Major Incident. 
  4. Review the following guidelines for completing the additional ticket fields.
    • Make sure this field is populated with a Group (known as Assignment Group in ServiceNow) not a person. 
    • Note: The Responsible field is not connected to the Major Incident Manager field above. 
    • In most cases, the overall Priority should come out to be either P1 - Critical or P2 - High. There may be outlier situations where P3 or P4 is necessary.
    • Service: Select the appropriate Service for the outage (e.g. a Wifi outage falls under the Data Network Services/Eduroam service). Start typing the technology involved to see what Service area comes up or click Lookup Service to search.
    • Type: Use the Lookup Type button and choose the best option (There are only 40 Ticket Types possible.)
    • Responsible: select the Group taking responsibility for fixing the major incident.
    • Impact and Urgency: Adjust these fields to match the criticality of the Major Incident. 
    • Contact: Include any necessary people (Service Owners, Managers, etc.) who should be contacted about the progress of the Major Incident.
    • Location: Leave empty unless the major incident is related to a single campus building.
    • Asset/CI: In most cases, this field will be left blank unless a specific asset is directly related to the major incident. 
    • Tags: Only use this field if you have a very specific need to pull reports based on a tag.
    • Attachment: Use only if a file relating to the major incident needs to be attached. 
  5. Select Save (top of window). The current window closes and is replaced with a confirmation window, including the Major Incident ID #.
    Confirmation window text: Major Incident Created Successfully; Major Incident ID #; "What do you want to do now? Create another major incident. View the major incident you just created."
  6. Choose View the Major Incident you just created to continue working on the ticket, or close the window to go back to the U of M Tickets application.

Additional Resources