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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Major Incidents

Recognizing major incidents

Major incidents can use their own dedicated catalog item and workflow, so they’re visibly and procedurally different from routine incidents from the moment they’re logged — with their own templates, priority handling, and stakeholder notifications built in.

Learn more: Using Workflows with Service Manager

Raising and escalating major incidents

A major incident can be raised directly, or an existing incident can be promoted once it becomes clear the impact is significant. Multiple related incidents can then be linked to the major incident record, keeping everything — and everyone affected — connected to a single point of coordination, while your workflow can apply time, service, or business-defined thresholds to trigger the escalation automatically.

Learn more: Link Request Action | Update Action (linked requests)

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