Enterprise · Part of Service Desk
Major incident & post-incident review
Declare a major incident, open a war room, broadcast to stakeholders, and run a structured post-incident review once it's resolved.
Declare a major incident to open a war room, flag the ticket, and coordinate the response in one place.
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For the operator
When a client's queue goes down, a supervisor declares a major incident, drops in the war-room link, and broadcasts updates to stakeholders. On resolution the system opens a draft post-incident review with a root-cause field and an action-item checklist, each item owned and dated.
Business impact
Big incidents get the command-and-communication structure they need instead of a frantic chat thread. The post-incident review turns every outage into action items, so the same failure doesn't recur quarter after quarter.