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What are major incidents?

As of December 10, 2021, agents can mark incidents as major directly from Jira Service Management Cloud instead of switching to Opsgenie.

Previously, when agents needed to respond to an incident urgently, they had to create a major incident from Jira Service Management Cloud and switch to Opsgenie to manage it. This cost agents a lot of time trying to find the information about the major incident.

You can still access all your previous major incidents in Opsgenie.

Major incidents are incidents that cause significant disruption to everyday business operations, and usually demand an urgent, high-priority (sometimes all-hands) response. What is or isn’t a major incident should be defined and agreed upon based on your own particular situation. For example, a major incident could be created if a critical business service is affected or you have a service outage that affects a pre-defined number of users.

When critical services experience an outage, Jira Service Management Cloud provides the necessary tools to help agents resolve incidents quickly. Marking an incident as major associates more severe traits and visibly distinguishes the incident from other incidents. Also, these incidents are grouped under their own JQL-powered ‘Major incident’ queue.

Learn how to mark an incident as major.

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