When a major incident occurs you can inform your users via the “News” topic used in the Knowledge Base. This way the information can be displayed via Self-Service after publishing it, preventing your end-users from calling the Service Desk or creating additional tickets.

Create a Major Incident flag

Since the Major Incident flag isn’t an out-of-the-box field, lets start with creating the Major Incident flag in the incident table.

Create a new dictionary entry of the type “boolean”, called “Major Incident”.

After creating the checkbox you can add it to the Incident form.

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