Question

How does the full scenario for a mass incident or issue work: flow aggregation, affected customers, mass response, and reporting?

Answer

For a general outage, you can create an incident or issue and link customer requests to it. This way, the team conducts a general analysis of the cause while maintaining separate correspondence for each request.

In a mass scenario, you can link the flow of requests to a common incident, identify affected products, components, and organizations, assess the scale, send a mass response, and prepare a report on affected customers. Notification of potentially affected customers is also provided.

RCA is used for root cause analysis: a document can be prepared using a template, internal information can be separated from client information, and provided to the client through the interface or exported to PDF and Markdown.

Linking to a common incident does not mean merging all customer requests into one: requests retain their own participants and history.

Details: Ticket List · Update v6.0.x · Does Swarmica support ITIL processes?