Modifying incident user procedures - Mission Control

You can modify the preconfigured incident user procedures.

To modify dynamic incident procedure:

1. From the Config Tool, select the Incident configuration task.
2. In the Incident configuration tab, select the incident you want to modify.
3. Click the User procedure tab.
4. To modify details in an existing step, click the step and make the necessary modifications.

To add new steps:

1. Click Add (.
   The User procedure step properties dialog box opens.

   

2. Enter the basic step properties.

   Step name

   Step label or short description. Write the long description in the instruction field.

   Instructions

   Instruction for the operator to follow (for example, "Close the door") or question for the operator to answer ("Is the door closed?").

   Tip: You can add context variables such as Custom fields, Additional fields, and Incident properties from the Field list to the instruction header, text, or both. These variables are automatically populated with the corresponding information.

   Options

   Type of answers the operator can give in response to the instruction.

   Three options are available:

   Done

   Use this option when the step only requires a confirmation that the instruction has been followed.

   Yes/No

   Use this option when the step requires a Yes or No answer.

   Custom

   Use this option when the step requires a multiple-choice answer. You need to add each possible answer separately.

   System can be configured to answer dynamic SOPs as follows:

   1. Select the dynamic SOP step option from the list of options.
   2. Click Edit.
   3. In the Edit option dialog box that opens up, turn on the Auto-validate conditions option.
   4. Configure the conditions under which the system can automatically select options in the dynamic SOP step.

   You can also configure option for the system to auto-select a step option by clicking Edit on the arrow connecting the step option to its subsequent step.

   Tip: When a dynamic SOP step option is configured with auto-validate conditions, a tooltip with configuration details is displayed next to the option.

   By default, the system is not set to automatically answer dynamic SOP steps.

   Force comment

   Indicate whether or not the operator must enter a comment before completing the step.

   May be skipped

   Indicate whether the operator can skip this step. When operators opt to skip a step they must provide justification.

3. (Optional) Click Show advanced settings and enter the advanced properties.

   Links

   Add the links to documents that can be viewed in a web browser. Multiple links can be configured. Add each link separately.

   Tags

   Add one or more document tags configured in the Mission Control document library. When this incident occurs, all documents with the corresponding tag are attached.

   Custom actions

   Add and configure Call action.

   The Call action configuration box offers three options for call recipient selection:

   Contact entity

   Use this option to select one of the following entities as the call recipient:

   • A Security Center user.
   • A Security Center user group.
   • A Sipelia intercom.
   • A Sipelia ring group.
   • A Sipelia paging zone.
   • A Sipelia workstation.

   Extension

   Use this option to enter the Sipelia extension of the Security Center user to call.

   Incident location

   Use this option to direct the call to the incident location.

   NOTE: You must have a compatible version of Sipelia installed on the Mission Control server and the call recipients must have a Sipelia extension configured. Your users and user groups must have Sipelia privileges.

   For more information on Security Center privileges, see the Security Center privileges spreadsheet.

   NOTE: If you are using Sipelia™ functions in a Federation™ setup, you might need additional licenses.

   Additional field value update

   Configure conditions to update the value of specified additional fields.

   Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available languages.

   Minimum resolution time granted

   Turn this option on (default=off) to specify a minimum amount of time in days, hours, minutes, or seconds to complete this dynamic standard operating procedure step.

   Send notification when time is not respected

   Select this option to notify the supervisor of the incident recipients, incident recipients, or the supervisor and incident recipients that the minimum resolution time was not respected. These notifications are received in the notification tray.

   Maximum resolution time granted

   Turn this option on (default=off) to specify a maximum amount of time in days, hours, minutes, or seconds to complete this dynamic standard operating procedure step.

   Send notification when time is not respected

   Select this option to notify the supervisor of the incident recipients, incident recipients, or the supervisor and incident recipients that the maximum resolution time was not respected. These notifications are received in the notification tray.

   When Minimum resolution time granted or Maximum resolution time granted are turned on:

   • Granted time not respected events are logged with incident activities.
   • Granted time not respected criteria can be used to filter incidents when generating an incident report.
   • A granted time not respected event can be used to trigger the Wait for TTR event workflow activity.
4. Click Save.
   A new step is added to the dynamic SOP.

   

   Each step is represented by a decision node in the flowchart. Each node has one entry point (at the top) and one or more exit points (at the bottom). The start node has no entry point and only one exit point.

5. Click Apply to save your modifications.

Example

Here is an example of the details in a dynamic SOP step:

For more details on configuring incident procedures and how operators can respond to procedures, see Configuring dynamic SOPs for Mission Control and Following standard operating procedures for incidents.