TDX Major Incident: Understand the Use of Major Incident Tickets

Major Incident tickets allow a method for managing large scale outages or an outage causing a high volume of incidents. See the Major Incident Process Map for an overview of the entire process. This article covers the following topics:

The purpose of a Major Incident ticket 

  • Act as a parent ticket, tracking all of the incidents connected to an outage.
  • Record the process for restoration of services as quickly as possible.

Once the Major Incident is resolved or a workaround is in place, a Problem ticket is created to analyze what happened to cause the Major Incident. See Understand the Use of Problem Tickets for more information. 

Who should create a Major Incident?

  • During normal working hours, a Tier 2 or Tier 3 staff member should open the Major Incident ticket in consultation with the Service Owner.
  • During times outside of normal working hours, the Service Desk lead should open the Major Incident ticket in consultation with the Service Owner. 

When should I create a major incident?

Who and how are key personnel notified about Major Incidents?

The Priority level of a Major Incident determines who gets notified. 

Priority Level 1 and 2 Major Incidents

  • IT Leadership, Service Owners, Managers, and anyone else in the Major Incident Notifications Group will receive an email alert any time a Major Incident ticket is created. 
  • When the Major Incident is assigned to a Responsible Group, members of that group will automatically be notified by email.

Priority Level 3 and 4 Major Incidents

  • Members of the Responsible Group will automatically be notified by email.

See Communicating in the Ticket for instructions on communicating to people directly working on the ticket. Once the Major Incident is resolved or a workaround is in place, a Problem ticket is created to analyze what happened to cause the Major Incident. See Understand the Use of Problem Tickets for more information.