I suppose that depends on how you want to track the Major Incidents and where you want simplicity. Making it easy for the users is not the same as making it easy to set up.
The simplest way to set it up could be to add a label to the incident or add a custom field check box called "Major Incident." That would be more work for the users to track and you'd need to also write filters to pull just those incidents into views and reports, etc.
For simplicity in tracking and reporting I suggest you add a new issue type called "Major Incidents" with related fields, views, workflows, etc. It's more work on the front end to set it up, but in the long run it will be easier for the users.
Hi @Kgamane Tilotsane Here is a quick guide to create a new issue type: https://confluence.atlassian.com/adminjiracloud/adding-editing-and-deleting-an-issue-type-844500747.html
You can name it Major Incidents and then create a dashboard, or any report for it.
We now have major incidents as a native part of the new ITSM project template. Learn more here ! https://support.atlassian.com/jira-service-management-cloud/docs/learn-about-the-it-service-management-template/
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