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" dropdown
  3. Select, "Create Parent" in the dropdown
  4. The Select Application/Form window pops up
  5. Choose, "New Major Incident." (A Major Incident form will appear. All the fields from the original request form are populated.)
  6. Fill out the Major Incident ticket fields

 

Create a Major Incident from a New Ticket

  1. Navigate to TeamDynamix technician portal, TDNext
  2. Click the blue and white waffle icon in the top left corner
  3. Select the "DoIT Ticketing" icon
  4. Click, "+New" from the top menu bar
  5. Select, "New Major Incident" from the dropdown
  6. Fill out the Major Incident ticket fields

 

Filling out the Major Incident ticket fields

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

  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.

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

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

  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

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

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

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

  9. Select "Save." Make note of your Major Incident ID 

 

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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