Major Incident Management

I have a question regarding the creation of Post Incident Reports for a Major Incident. The report is initially created in a Draft stage, and the Agent (or anyone with access to the tickets) can then set it to In Review. Is there a way to automate the process so that when a report status is set to In Review, it sends an email or update to the Incident Manager? Additionally, can permissions be configured to ensure that only Incident Managers can mark the report as Reviewed?

How do we distinguish or create a major incident in fresh?

With the launch of major incident in Fresh Service and the term already having a meaning in healthcare and presumably other blue light organisations and councils, I am interested to know how you are planning on using this feature, if at all? I thought perhaps we could just rename it in our instance, to “Significant Incident” or something similar, but Fresh Service SD have advised this isn’t possible. I am keen to use MIM in Fresh, as its a feature that I have been after for a long while and I know we could just call it whatever we like in our dept and leave it as MIM in Fresh, however if anyone in IT forgets and mentions a major incident and the execs aren’t aware, this would probably not go down very well. Thanks Lynne

Good afternoon, I wanted to reach out and see if anyone has integrated their Freshservices platform with OnSolve? OnSolve is a tool that we utilize for Disaster Recovery. We also utilize the tool along with our Major Incident Management process for sending SMS and Phone calls. Today it is a separate step in the process and I’d like to eliminate the extra step by integrating the two systems together. However, I am not sure where to start? Or even if this can be done? If you do not use the OnSolve product, are you using Twilio or a different software for notifications to groups of people via SMS and Phone call and are integrated with Fresh? Thanks!

Hello, there is a button which Agents can click on to start a collaboration with others via Teams. Doing this will start a new ‘conversation’ in a channel in Teams Anyway, we were looking to set up Workflow Automator so anytime a Major Incident ticket is raised, a ‘conversation’ will be created automatically to one specific channel in a Teams (will stay the same). Is there a way to accomplish this by any chance?

I have designed a service in the Fresh portal, but I require that the fields I have created in the portal go to an incident ticket with the same name and values. In the incident form I have created the same fields that I have in the portal, however I have not been able to move the fields from the portal to the incident. Could you help me on how I can do this by inserting the portal into the incident form. Regards Jesus.

I had my first major incident today, and went to document it. When it was time to associate all of the individual incidents to it, I discovered that there is a limit of 10 existing incidents that can be displayed. Has anyone found a way around this? to the development team: seriously? Why would you limit this?