Working with the Major Incident ticket type

At the core of Major Incident Management is a new ticket type – Major Incident. This ticket type can be used to define permissions, set SLAs, workflows, etc. to drive an appropriate response – distinct from ones used for regular incidents – to contain the impact of the issue fast.

Customization of Major Incident ticket fields

The Major Incident ticket type is enabled by default. This ticket type has special fields that you can make use of using Form Fields. 

Where? Admin >> Field Manager >> Form Fields

The options under each field are editable.

  • Major incident type: The options underneath are editable:

    • Full outage

    • Partial outage

    • Performance degradation

  • Business impact

  • Impacted locations

  • Number of customers impacted

Next: Working with major incidents in Freshservice