Create Incident for Major Incident

If a Major Incident of the same classification already exists, it hasn't been closed yet and suddenly a new incident meeting this criteria appears, you can create it as a Subordinate Incident of the existing Major Incident directly in the Call Acceptance window.

Use case scenario: An incident occurs. The Call acceptance editor is filled with logged user information (normally end user or customer) and description. The incident has to be created. If the incident has the same cause as an existing incident (already marked as the 'Major Incident'), then the new incident has to be linked to the superior 'Major Incident'.

The following actions are involved in the process:

To create an Incident for the Major Incident:

1. Continue with the opened Call acceptance editor.
2. Make the classification: Ticket Class = 'Incident', define optional categories.

   You can see the existing Major Incidents below under the 'Major Incident' tab. This tab serves as a pro-active user information about the existing Major incidents of the same type.

3. Assign the appropriate Major Incident
   • Double-click the appropriate Major Incident from the 'Major Incidents' tab below

     OR

   • Select the appropriate Major Incident from the browser by clicking the 'Plus' icon at the end of the Major Incident field in the editor

   The Major Incident field will be filled with the Major Incident number.

4. Click the 'Create + Wait for MI' button to create the new Incident and set the status to 'Waiting' for the Major Incident.

   An incident is created as a Subordinate Incident with a unique ticket number and assigned to the Major Incident (you can verify this by opening the new incident).

   As soon as the Major Incident is solved, all such Subordinate Incidents will be also closed automatically.

5. Depending on the configuration, the Call acceptance editor is cleared or closed directly.