Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Major incident vs Problem clarification

Dear all,

I have a scenario for which it brings confusion sometime and would like to get your opinion on it.

Basically the scenario is that a users submit incidents from a service desk portal.
Then when SD team notice that more that one incident could potentialy have the same root cause, we create a Major Incident to which we link suspected common incident.
I think this what opsgenie provides if I remember well, correct ?

Question 1 : 
As the major incident became the master source linked to child incident, in our process when the major incident is complete, then we automatically close as well related child incident. Does the closing of incidents link when major incident gets close is a correct process according to your experience ?

Question 2 : 

As we can link incidents to Major incident we are then operating a kind of Major incident management, but then at which phase a so call Problem is create ? Some companies might create problem as part of major Incident process for simplification

Thanks for sharing your sight

regards

1 answer

0 votes

@serge calderara

 

You are correct about question #1. When a major incident is closed, you can close all linked incidents.

 

According to Atlassian

So, what constitutes a major incident? A major incident is an emergency-level outage or loss of service.

Typically, a problem is created when one or more incident is occurring with an unknown cause. A major incident might end up generating a problem, especially if it's a recurring incident.

Suggest an answer

Log in or Sign up to answer
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you