Creating Major Incidents

Klaxon allows you to create a new major incident by describing incident, including the subscriptions that are impacted by the incident.

Klaxon will then send out notifications to recipients that have subscribed to the services that are impacted, using their notification preferences.

With the major incident module, your recipients are in full control of if/how/when they receive notifications.

The major incident module is typically used by IT and Facilities teams. However, its use is not limited to this.

There are three steps to creating a major incident.

Firstly, go to Dashboard > on top right > select Major Incident or another major incident template that you have created.

Step 1: Build

On the screen above, please complete the appropriate fields:

  • Title: Enter a short description of the major incident, e.g. xxx system unavailable, intermittent network connectivity. This will be shown on the web dashboard.
  • Status: Select appropriate status for the incident.
  • Start Time: the time and dates are automatically populated but can be changed to reflect the actual incident start time if required.
  • Next Update in: the field defaults to 1 hour and can be changed to reflect the planned update time if required. It is recommended to provide the recipient with frequent updates to allow them to plan other activities.
  • Description: Enter a brief description of the incident.
  • Instructions | Information | Workaround | Policy: Include additional information that is relevant to this incident, such as a workaround.
  • Customise Action Responses: Select any action responses you would like to be included with the notification. These allow the recipients to quickly respond to you.

Useful info:

    You can create additional action responses by clicking on ‘Create more’.

Click Next.

Step 2: Target

major incident target audience selection

Please complete the following fields:

  • Subscription: Click to browser or type to select an appropriate subscription affected by the incident. Multiple subscriptions can be selected to reflect the impact of the major incident.
  • Groups: (Optional) Select groups to target the notification to a specific group only. Any subscribers that don’t belong to the target group will not receive the notification.
  • Locations: Type to select appropriate locations affected by the incident if you know the location. Alternatively, use the checkboxes below to identify locations impacted.

Useful info:

    Subscriptions, Groups and Locations work together to narrow the recipients your target.

Step 3: Send

Once step 2 above is completed and send button is clicked, Klaxon will calculate who should receive a notification and their preferred notification channel (i.e. Email,  Teams, SMS, etc.). The shortlisted recipients will shortly receive the notification.

The new major incident raised will be displayed on the web dashboard page, as below.

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