Configure Major Incident Management

You can setup Major Incident management easily in ASM

To setup MI Management you simply need to

1. Create an MI template (Call Template)

2. Configure notifications (message templates), if you will not be using the defaults

3. To allow users to subscribe:

   • Configure the MI IPK Status as an Add-Me Status

   • Ensure the Add Me widget is visible on the SSP

   • Enable access to selected Self Service Portal Security Roles

Configure notifications (message templates), if you will not be using the defaults

By default ASM has preconfigured message templates. The message that will go out to users is Call- Logged to User.

You can update them for your organization's specific branding and language.

You can create a custom Major Incident Message template and then add it to the message type mapping so that it will be used instead of the default call logged template.

You may want to also configure message templates for update and closure notifications as well.

Managing MI

Managing an MI is a centralized process. Because users can add themselves, support need only work a single ticket, that is, the MI itself. All related tickets will be linked as children to the MI. When the MI is closed, support will be able to simultaneously close and notify all impacted users.

See the following for more information on managing linked tickets, converting incidents, KE and Problems to Major Incidents and Cloning to MI:

Linking Explorer Option

Change a Call from an Incident to a MI

Cloning Option

Global Update Option