Configuring collaborative incidents for Mission Control - Mission Control 3.2.0.0

If different teams need to work on the same incident following different automation workflows and SOPs, you can create a collaborative incident to synchronize all users' work.

1. From the Config Tool home page, open the Incident configuration task.
2. Click the Incident configuration view (if not selected).
3. (Optional) Select or create an incident category.
4. At the bottom of the window, click the arrow button beside Incident (), select Collaborative incident, and enter the name of the incident type.

   

5. In the Identity page, configure the appearance of the incidents on maps (Icon and Color).
   Mission Control entities share the same set of custom icons. You can use any PNG or JPG file as an icon. A PNG file with transparent background works best.

   Best Practice: To make the collaborative incidents stand out in the incident list, use a distinct icon (default = ).
6. Click Apply.
7. Click the Properties tab and add the Sub-incidents that are dispatched to the individual teams when the collaborative incident is triggered. Configure the General properties as required.
   NOTE: Response and resolution time properties are not available in collaborative incidents, and must be set for each sub-incident if required.
   If the sub-incidents should never be triggered independently, set their Allow manual trigger option to OFF.

   

8. Click Apply.
9. Click the Recipients tab and configure who can see the collaborative incidents. You can configure an advanced dispatch of incidents based on additional criteria such as user's assigned work area, schedule, online status and so on.
10. Click Apply.
11. Click the Triggers tab and configure the rules that Mission Control applies to identify and trigger this type of incident.
    NOTE: If no trigger is defined, you must set Allow manual trigger to ON.
12. Click the Automation tab and configure the automation workflow that defines the life cycle of the incident.