How to convert an Incident to major incident

Question

Dear all,

We have setup a Service Desk where we can create different type of request and Incident.

Incident so far are general incident but we have a need that if we noticed that an existing Incident is a real issue then we need to move it as a Major Incident when team will handle depper analysis which can  take for sure more time.

Question I have is what is the best way to generate this Major Incident ?

Option 1 : Do I simply change a custom field type I could have to be flag as Major Incident
    => doing this I lost what was the initial incident

Option 2 : Do I manually create a new Major Incident Issue type and link to original Incident record

Option 3 : Have a Major ncdent trnasition state on WF which will autoamtically create the isssue

Option 4 :  ..????

What is the correct and more simple wa to handle major incident and abel to track it correctly ?

Regards

serge

Guilhem Dupuy · Answer

Hello Serge,

In my opinion, the best way to do it is your option 2 : it will create a major incident that will be seen from Opsgenie by other team, while keeping you original incident. You can then link the original incident to the major incident as you said.

To me, changing an incident to a major incident is usefull if the incident relates to a problem that was raised many times by your customers and that your Jira Service Management teams chan't fix.

Let me know if it helped or not,

Guilhem

Liam Green · Answer

Hi @serge calderara

Jira have recently announced that Opsgenie is being incorporated into JSM:

https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-Jira-Service-Management/ba-p/1528241

This will give you the Major Incident tools you need.  It will take a few weeks for the rollout though.