🎁 JSM Advent Calendar - Day 15: Incident Management (Blizzard Warning)

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🚨 The Sleigh Engine Failure

We’ve covered the day-to-day operations. Now, we need to talk about what happens when things go wrong. Really wrong.

The Scenario:

It’s Christmas Eve. Suddenly, the GPS on the sleigh goes dark. This isn't just a "request" for a new map; this is a full-blown emergency. If it isn't fixed now, operations stop, and presents don't get delivered.

The HR Reality:

Most HR tickets are routine. But sometimes, critical services break.

• The Event: It’s Payday, and the banking interface fails. No one is getting paid.

• The Result: Panic. Your Service Desk is flooded with 500 tickets in 10 minutes asking "Where is my money?!"

The JSM Solution:

Major Incident Management. Don't handle these 500 tickets one by one.

1. Declare an Incident: Flag the issue as a "Major Incident" in JSM.

2. The Banner: Instantly post a warning banner on the Portal: "We are aware of the Payroll issue. Please do not submit a new ticket. We are working on it!"

3. Link Tickets: Link all 500 incoming complaints to this one Major Incident ticket so you can close them all at once when it's fixed.

🎁 Tip of the Day:

Don't hide bad news. Communicating early that there is a problem stops the flood of duplicate tickets. Employees usually don't mind if things break; they mind not knowing what is going on.

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❄️ Let’s chat: When a critical system goes down at your company, does it feel like an organized "Pit Stop" or a "headless chicken" situation? What is your biggest fear scenario?