Major Incident Management Extension

The Major Incident Management (MIM) extension handles high-impact incidents in a structured and consistent manner. It implements a life cycle, a major incident template, statuses, triggers, and announcements to ensure faster response, better coordination, and clearer communication during critical incidents.

The extension enables service desk teams to promote and manage major incidents quickly while maintaining operational visibility and reducing manual coordination.

Benefits

• Enables faster response to critical incidents

• Improves communication through automated announcements

• Reduces manual coordination by using predefined life cycle and triggers

• Maintains clear operational visibility during incident handling

Install the Extension

1. Go to Setup > Apps & Add-ons > Extensions in ServiceDesk Plus Cloud.

2. Open the All Extensions tab.

3. Search for Major Incident Management.

4. Click Install.

Alternatively, you can install the extension from ManageEngine Marketplace.

Components Added by the Extension

Upon installation, the extension automatically creates the following components:

• Major Incident template

• Major incident management life cycle

• Request triggers for task creation

• MIM Actions custom menu

• MIM statuses

• Automated public announcements

 

How the Extension Works

The MIM extension follows a structured workflow to handle high-impact incidents efficiently.

Step 1: Install the Extension

• Install the MIM extension under Setup > Apps & Add-ons > Extensions.

• The extension automatically creates a major incident life cycle, template, statuses, request triggers, and MIM Actions menu.

Step 2: Promote an Incident to Major Incident

• When a high-impact incident is identified, technicians can use MIM Actions from the request details page to promote the incident to a major incident.

• The request is automatically moved to the Major Incident template, and the MIM life cycle is applied.

Step 3: Lifecycle and Task Execution

• As the request moves through major incident statuses, predefined tasks are triggered automatically to ensure structured coordination and resolution.

Step 4: Automated Communication

Public announcements are generated automatically when:

• The request moves to MIM Accepted to confirm the major incident.

• The request moves to MIM Closed to communicate resolution.

This ensures clear communication and stakeholder visibility throughout the incident life cycle.