Incidents, problems and changes · Autessa IT Desk
Major incident management
Autessa IT Desk includes major incident management: any agent can propose that an incident is a major incident, and an IT administrator accepts or rejects it. Accepting sets impact and urgency to 1, which makes it priority 1, and puts a banner on the record, while child incidents link to the one parent everyone works from.
The problem
A big outage turns into fifty separate tickets
When email goes down for the whole company, the desk gets dozens of reports at once. Without a major incident process, agents work them in parallel, give different answers and nobody owns the fix. A major incident gives the outage one record, one owner and one priority.
What you get
- Propose major incident is a button on every open incident, available to every IT agent.
- Only an IT administrator can accept or reject the proposal, so priority 1 stays meaningful.
- Accepting sets impact 1 and urgency 1, so the priority matrix makes it P1 and the P1 SLAs apply.
- A banner at the top of the record shows that it is a proposed or accepted major incident.
- Child incidents point at a parent incident and are listed under it, so every report of the same outage is in one place.
- From the major incident, Create problem and Create change start the root cause work and the fix, linked back to it.
How it works
How does major incident management work in Autessa IT Desk?
Spot it
An agent sees an outage that affects many people or a critical service and presses Propose major incident. The record now shows the proposal banner.
Decide
An IT administrator reviews it and chooses Accept major incident or Reject major incident. Accepting raises it to priority 1 at once.
Gather the reports
Each new report of the same outage gets the major incident as its parent incident, so the Child incidents list shows everyone affected.
Fix and follow up
Work notes keep the timeline. When the cause is clear, Create problem and Create change carry the details into a problem and a change, and the incidents caused by a change are listed on that change.
Every option
Major incident options
| Option | What it does |
|---|---|
| Major incident field | None, Proposed, Accepted, Rejected. Read-only on the form; it changes only through the actions. |
| Propose major incident | Shown on open incidents that are not already proposed or accepted. Available to IT agents. |
| Accept major incident | IT administrators only. Sets impact 1 and urgency 1 (priority 1). |
| Reject major incident | IT administrators only. Records the rejection and keeps the original priority. |
| Parent incident | Links a child incident to the major incident; children are listed on the parent. |
| Related lists | Task SLAs, Child incidents and Changes raised appear on the incident. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT agent | Propose a major incident, link child incidents, and create the problem and change. |
| IT administrator | Accept or reject major incident proposals. |
| Employee | Report what they see in the Help Center; their report can be linked as a child incident. |
AI assist
How the IT Desk Assistant helps
Ask the IT Desk Assistant to show open P1 incidents, summarize a major incident and what has been tried so far, or draft a work note with the latest status. It works with your role, so proposing or accepting still follows the same rules.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
Incident management
A major incident is an incident with a higher bar, the same fields and the same workflow.
IT DESK FEATURE
Problem management
Find and fix the root cause so the outage does not come back.
IT DESK FEATURE
Change management
The fix goes through a change, and incidents caused by a change are listed on it.
IT DESK FEATURE
SLA management
Accepting the major incident puts it on the priority 1 response and resolution SLAs.
FAQ
Questions about major incident management
Who can declare a major incident?
Any IT agent can propose one, and only an IT administrator can accept or reject it. That keeps priority 1 for real outages.
What happens when a major incident is accepted?
Impact and urgency are set to 1, so the priority becomes 1 and the P1 SLAs apply. A banner on the record shows it is a major incident.
How do I group duplicate reports of an outage?
Set the major incident as the parent incident on each report. The parent lists all of its child incidents.
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