TABLE OF CONTENTS
- Raise or promote a Major Incident
- Email Stakeholders
- Publish the incident on the Status Page
- Launch a dedicated channel for collaboration
- Create a Post Incident Report
Raise or promote a Major Incident
As an agent, you might come across an incident that threatens to disrupt business. In that case, you might want to either promote the Incident to a Major Incident, or create a new Major Incident.
You can then associate all tickets related to the same issue as child tickets to the Major Incident.
Email Stakeholders
Since a Major Incident can have significant ramifications, you will want to update all stakeholders. Freshservice enables you to do so with just a few clicks.
Click on the email icon in the Collaborate widget on the right side of the incident details page.
A slider will appear from where you can create and send an email with all relevant details – all with just a few clicks.
You can upload a banner image to customize the email.
Use email templates to standardize communication and save time.
Insert placeholders to include relevant incident details with ease.
Test the email by sending a draft to yourself.
Review the email received in your inbox.
If you are happy with the draft, send the email to all intended recipients.
Publish the incident on the Status Page
Freshservice enables agents to publish an incident to a public status page from within the incident details page. Agents can also update the status of the incident as it progresses towards resolution. Learn more.
To create a status page update, head to the Collaborate widget at the right of the incident detail page. You’ll notice the Statuspage icon. When you click on it, the CTA underneath will prompt you to Publish Incident.
When you click on Publish Incident, a slider will open up from the right, revealing the services configured by your instance admin that are available for making updates. If you need to add another service, you’ll need to contact the Admin.
Fill in the requisite details:
Incident title: Create a succinct title for the incident
Status description: Describe the incident in a manner that is helpful to your subscribers
Fill in the date and time of incident creation
Select the impacted services
Note:
If you select a group, all the services in that group will be displayed as Needs Attention.
You might notice services for which you are unable to update the status. Those services have been disabled by your Admin from being displayed on the Status Page.
Once you submit the details, the incident will be published on the Status Page.
This activity will be captured under the Activities tab in the Incident timeline. You will also notice the title of the update in the Collaborate pane when the Status Page icon is selected.
Clicking on this title will take you to this specific Status Page update.
Launch a dedicated channel for collaboration
Launch dedicated channels for collaboration without leaving the incident detail page. Check the Collaborate widget at the right of the incident page. You will notice one or more of these collaboration apps – Microsoft Teams, Zoom, & Slack (coming soon) – installed by your instance admin.
Launch a dedicated channel for collaboration using MS Teams
Launch a dedicated channel for collaboration using Zoom Meetings
Create a Post Incident Report
Once a major incident has been resolved, you would want to do a root cause analysis so as to avoid a similar major incident in future. To do a thorough root cause analysis, you would require the lifetime progression of the incident, from creation to resolution, in one place. In Freshservice, you can do so with the Post Incident Report. Follow these steps to generate a Post Incident Report:
Once a major incident has been resolved, change its status to Resolved using the status dropdown available in the Properties widget. A new widget – Post Incident Report – will appear on the right side panel. Click on Create Report.
2. A report template will open up pre-populated by placeholders. You can edit it and add more placeholders if you like.
This template will be populated with the incident details. You will need to fill in details such as:
Observed symptoms
Root cause
Impact
Diagnostic steps
Resolution steps
Prevention steps
Action items
Etc.
5. You could then save the report or export it to relevant stakeholders. You will also find a link to the report from the major incident page.
Previous: Setting up collaboration apps
Next: Frequently Asked Questions about Freshservice Major Incident Management (FAQs)
