Major incidents
Declaring a major incident, what it notifies and how linked cases keep their requesters informed.
Declare a major incident when one failure affects many people, for example the email service is down for everyone.
- Open the case that best describes the outage and choose Declare major incident.
- Optionally publish a service announcement so requesters see the outage at the top of their portal.
- Link the other cases about the same outage to it. Their requesters then receive your updates on the major incident.
A banner shows the active major incident to staff until it is resolved.
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