Major Incident process
Following consultation and process amendments, the NU Service process for Major IT Incidents has now changed:
- In order to declare a Major Incident, the original ticket must be ‘Significant’, meaning it must have a priority of either 1 or 2.
- ‘Significant’ incidents will be marked as such using the banner above the ‘details’ field of the ticket.
- When an incident is declared Major, additional fields will appear above the ‘details’ field to show the current Incident and Communications leads – these are not mandatory and can be changed at any point during the tickets lifecycle. These fields use a search query in the same way that the ‘raise user’ filed does; simply start typing a name and the relevant results will be displayed.
- An additional checkbox has been added to the ‘note’ action, titled ‘Is Timeline Event?’ Going forwards, it is hoped that this checkbox is selected whenever a note pertinent to an MI is added to a ticket. There has been an additional query added to the ‘NUIT Analysts’ shortcut bar in NU Service called ‘Major Incident Timeline’, which will allow all notes from a specific incident to be gathered and exported.
- When a Major Incident is resolved, it will now go to a separate holding state titled ‘Pending MI Review’. The ticket will be automatically assigned to the Service Process team at this point.
Known issue
Attempting to select ‘Assign To My Group Instead Of Suggested Group’ or ‘Assign To Me’ when creating a new Incident ticket without having first selected the ‘Impact’ and ‘Urgency’ will cause an error message to appear at the top of the screen. This does not prevent the selected action from occurring.
Change Management
The ‘XML (1,1)’ error has been fixed.
Miscellaneous additions
A ‘Response Level’ field has been added to Triage – Incident, in order to allow analysts to see the Priority of an incident before it is raised – this will allow analysts to better prepare for Significant or Major Incident.