How to create a new Major Incident ticket

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Question

How do I create a new Major Incident ticket?

Answer

Covered in this Article:

Create a Major Incident from an Existing Incident Ticket

Create a Major Incident from a New Incident Ticket

Filling out the Major Incident ticket fields

 

Create a Major Incident from an Existing Incident 

  1. Open the request pertaining to the major outage
  2. Click the Action drop-down button. Image of the Actions button highlighted.
  3. Select Create Parent from the options.Image of the Create Parent option circled.
  4. The Select Application/Form window will display. Click the New Major Incident link. (A Major Incident form will appear. All the fields from the original request form are populated.)
  5. Image of the New Major Incident option circled.
  6. Fill out the Major Incident ticket fields.

 

Create a Major Incident from a New Ticket

  1. Navigate to TeamDynamix technician portal, TDWorkManagement.
  2. Click the View Applications button at the top of the page.Image of the View Applications button circled.
  3. Select the DoIT Ticketing tile.Image of the DoIT Ticketing tile circled.
  4. Click the New drop-down button.Image of the New drop-down button circled.
  5. Select New Major Incident from the options.
    Image of the New Major Incident option circled.
  6. Fill out the Major Incident ticket fields.

 

Filling out the Major Incident ticket fields

  1. Form: Leave this set to New Major Incident.

    Image of the Form field.

  2. Service: Select the appropriate Service for the outage. If this major incident is being created from an existing request, verify the proper service is populated.

    Image of the Service field.

  3. Requester: Defaults to the person who opened the Major Incident Form.

    Image of the Requestor field.

  4. Title: Write a clear, and short, title for the major incident which accurately reflects the nature of the major outage.

    Image of the Title field.

  5. Description:

    • If you created the Major Incident from an existing Incident ticket, the Description field will be populated with the description from the original request.

    • Write a clear, and concise, description of the Major Incident.

      Image of the description field.

  6. Impact & Urgency: Adjust these fields based on the critically of the Major Incident.

    Image of the Impact & Urgency fields.

  7. Responsible: Select the group which will primarily be responsible for resolving the Major Incident.

    Image of the Responsible field.

  8. Attachment: Use to attach any documents which pertain to the Major Incident.

    Image of the Attachment field.

  9. Click the Save button. Make note of your Major Incident ID. 

    Image of the Save button.

 

For Additional Assistance

Please contact the Division of IT Enterprise Service Management team  servicemanagement@missouri.edu for any additional assistance you may need with TDX knowledge article editing or creation.

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