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Major Incident Management (MIM) Templates (IA)

Major Incident Management (MIM) workflows automate and accelerate major incident management with preset actions.

When starting a major incident, Biggy will prompt you to select a MIM template. For more information about handling major incidents, see the Manage Major Incidents documentation. 

As major incident management processes vary across services and scenarios, you can configure multiple templates.

Configure MIM templates in the web app at Manage > Workflows > MIM Templates.

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In the MIM Templates list, you can see information about each existing template:

  • Template Name

  • Description

  • Number of actions

  • Number of entities

  • Last updated time

  • Status (Enabled or Disabled)

To make a template the default, click the Star icon. Default templates appear first in the selection list when initiating a MIM. 

To edit an existing template, click the Pencil icon. 

To create a new MIM template from an existing one, click the Clone icon. 

To delete a template, click the Trash Can icon.

Use the Search bar at the top of the page to find a specific template.

Create or Update a MIM Template

To create a new MIM template, click New Template. 

Choose between the Guided Setup, Quick Start, or Start from Scratch. 

Clone a template

If your organization has already created one or more MIM templates, you can create a new template using an existing one.

Use the Clone button to copy an existing template. Choose a unique name for the new template. You can then edit or add fields to the new cloned template. 

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The Guided Setup walks you through each step of creating the template in a step-by-step wizard. This option is especially helpful if it's your first time creating a MIM template. 

Quick Start creates a basic preset template containing an incident announcement, recurring status updates, and a resolution summary.

After finishing the guided setup or quick start, you can edit any fields as needed in the full template builder.

To open the full, blank template builder, select Start from Scratch.

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At the top left of the page, use the Template Status toggle to determine whether the template is active or inactive. Only active templates can be selected when initiating a major incident.

Populate the Template Details, Communication Entities, and Actions Timeline sections to create a new template:

Template Details

In the Template Details section, provide basic information to help other users understand the template's purpose.

Field

Description

Template Name (Required)

A clear, descriptive name for the template.

Description

Details about how and when this template should be used.

Incident Priority

Select whether the incident priority is predetermined in this template, or if it should be chosen at MIM creation. 

The custom priority values configured in General Settings are used.  

Select one of the following options:

  • Set on MIM Creation: users select the priority each time they create a MIM using this template. 

  • Preselect in Template: the same priority is always used whenever this template is selected. If you select this option, choose the Default Priority from the drop-down menu. 

  • Sync from ServiceNow: Sync the priority from the linked ServiceNow ticket. The linked ticket owns this MIM's priority, and its value is translated using your organization's ServiceNow priority mapping.

Banner Content

Control how much incident detail the pinned MIM banner shows in Slack and Teams. Choose from the following options:

Banner content settings apply to new MIMs created from this template; running MIMs retain their original layout. 

Slack and Teams show the same sections. On Teams, text sections render in the facts table above links and action items.

  • Standard - Default banner layout. Includes summary, impact, root cause, environment, region, related links, and action items.

  • Detailed - Includes all aspects of the standard layout, plus deterministic actions progress and the next scheduled update.

  • Custom - Select which fields to include in the banner.

Threaded Teams Output

Post incident updates as replies under the original Teams channel post instead of new channel posts. Applies to Teams channels only; meeting and group chats are unaffected.

Default Members

Define which users or user groups are invited when a MIM starts. Select to invite people or groups to all incidents or to incidents with a specific priority level.

Broadcast Channels

Select one or more channels to receive an incident announcement.

Select whether incidents should only be posted in the channel when the priority is a specific level, and the notification behavior on incident resolution.

When an incident's priority changes mid-incident, newly matched channels receive the announcement. Broadcast posts are updated in place and never removed mid-incident. A Slack channel set to Delete notification has its announcement removed when the incident completes, keeping live-view channels limited to active incidents. Reopening the incident posts a new announcement.

Status Page

Enable the Status Page section to auto-generate an internal Status Page when a MIM is created using this template. The status page will update as the incident progresses.

After enabling this section, populate the following information:

  • Template - select a status page template to use with this MIM template.

  • Auto-update interval - enter how often (in minutes) the status page will update.

  • Default view - select whether the status page should be directed towards an Executive or Technical audience.

  • Prompt override (optional) - if you would like to override the status page template prompt, enter a prompt override to use with this MIM template.

Communication Entities

In the Communication Entities section, configure which channels or communication sources (such as chat channels, ServiceNow tickets, or emails) will be monitored for updates, used to post automated actions, or used for on-call paging. Multiple communication entities can be added to a single MIM template.

If your template has existing communication entities, basic information about each entity will be displayed in the Communication Entities section of the template. 

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You can edit or delete any existing communication entity. In the list of communication entities, click the Pencil icon to edit a communication entity, or click the Trash Can icon to delete an entity.

To add a new communication entity, click the + button on the right side of the Communication Entity section, or + Add First Entity to open the Add Communication Entity page. 

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Populate the following information for all entity types:

Field

Description

Entity Type

Select the communication channel used for this entity. This channel can gather context, push updates, or be used for paging, depending on the selected entity type or usage context.

The following entity types are available:

  • Meeting URL

  • MS Teams Chat/Meeting

  • MS Teams Channel

  • Slack Channel

  • Email

  • ServiceNow Ticket

  • On Call Paging

Label (Required)

A descriptive name for the communication entity. 

Hint Text

Additional information to help users understand the purpose of the communication entity. 

Different information needs to be populated depending on the type of communication entity you create. Follow the instructions for the entity type you selected:

Create a Meeting URL Communication Entity

To create a communication entity that uses a meeting URL, populate the following information:

Field

Description

Usage Context

How the communication entity will be used. Select one of the following:

  • Restricted: create only: Create and share the meeting without transcription. Its content is never captured, indexed as knowledge, or used as incident context for post-mortems, status updates, or reports.

  • Context Source:  Biggy will ingest and aggregate content from this entity to gain context and awareness. Information gathered can be used to power actions. 

Required Entity

When enabled, Biggy will post and continuously update the incident banner message with the title, status, impact, and key findings.

Note: Automatically created entities are always available and cannot be marked as required.

How should this meeting be determined/created?

Choose how Biggy should create a meeting, or determine which meeting to use. The following options are available:

  • Input an existing meeting URL when executing the MIM - users will add an existing meeting when creating a MIM.

    Click + Add Bridge to pre-configure named bridges so responders can pick a saved bridge instead of typing a URL.

    Enable Allow manual URL entry to allow users to manually enter the bridge URL.

  • Create a meeting automatically - automatically create a meeting when the MIM starts. If you select this option, choose a Conferencing Tool.

Create a Slack Channel, MS Teams Channel, or MS Teams Chat/Meeting Communication Entity 

To create a communication entity that uses a Slack or MS Teams channel, populate the following information:

Field

Description

Usage Context

How the communication entity will be used. Select one or both of the following:

  • Context Source - Biggy will ingest and aggregate content from this entity to gain context and awareness. Information gathered can be used to power actions. 

  • Output Destination - Automated actions can be posted from Biggy to this communication entity. 

  • Member Invite Target: Responders and default member groups are added to this channel when an incident starts.

Biggy Spotter Agent

The Biggy Spotter Agent actively listens to the channel, and when an intent to perform an action is detected, it identifies potential risks and suggests steps to complete the action.

Select the Biggy Spotter Agent behavior:

  • Always active - Biggy always monitors the channel and contributes to the incident by default. 

  • User controlled - Users specify whether they'd like to enable the agent when creating the incident.

  • Disabled - The Biggy Spotter Agent is excluded from this channel. 

Required Entity

When enabled, Biggy will post and continuously update the incident banner message with the title, status, impact, and key findings.

Note: Automatically created entities are always available and cannot be marked as required.

How should this channel be determined/created?

Choose when this channel should be selected. Select from the following options: 

  • Select an existing channel when executing the MIM - Users will select an existing channel when creating a new major incident.

  • Create a channel automatically - Automatically create this channel when the MIM automation starts, and reuse it for all actions.

    Note: MS Teams chats/meetings cannot be automatically created.

  • Preset this channel now - Define the channel now and it will automatically be available for all MIM automations using this template.

Optional Channel Lookback

This option only appears if you choose the Select an existing channel when executing the MIM, or Preset this channel now channel creation option. 

Enable this option to allow incident creators to include messages prior to MIM start as context for this entity.

When the MIM starts, creators will see a lookback prompt for this entity. Select one or both of the following input modes:

  • Relative duration - MIM creator enters a duration for how long the lookback before incident start should be. (for example, 30 minutes) Enter the Default Relative Duration in minutes if this option is selected. 

  • Explicit start time - MIM creator enters an exact date and time for when lookback should begin.

Enable Teams Channel Meeting Creation

This option only appears if you selected MS Teams Channel as the entity type.

Automatically create a Teams meeting inside this channel with transcription included. The meeting will appear as a Meet Now card in the channel, and responders can join directly from it.

Create an Email Communication Entity

To create a communication entity that uses email, populate the following information:

Field

Description

Usage Context

How the communication entity will be used. Emails can only be used as an Output Destination.

Required Entity

When enabled, Biggy will post and continuously update the incident banner message with the title, status, impact, and key findings.

Note: Automatically created entities are always available and cannot be marked as required.

How should these email addresses be determined/created?

Choose how Biggy should determine which email addresses to use. The following options are available:

  • Set email addresses when executing the MIM - users will add an existing email address when creating a MIM.

  • Preset email addresses now - enter one or more email address to automatically preset when this MIM template is used. If you select this option, enter one or more Email Address in the field below.

Create a ServiceNow Ticket Communication Entity

To create a communication entity that uses a ServiceNow ticket, populate the following information:

Field

Description

Usage Context

How the communication entity will be used. Select one or both of the following:

  • Context Source - Biggy will ingest and aggregate content from this entity to gain context and awareness. Information gathered can be used to power actions. 

  • Output Destination - Automated actions can be posted from Biggy to this communication entity.

Required Entity

When enabled, Biggy will post and continuously update the incident banner message with the title, status, impact, and key findings.

Note: Automatically created entities are always available and cannot be marked as required.

ServiceNow Tables

Add one or more ServiceNow table names. Users will input record numbers from the tables entered here when creating the incident. 

Mark as Primary Ticket

Designate this as the incident ticket of record. When it reaches Resolved or Closed in ServiceNow, the MIM auto-resolves.

The sync is one-way: resolving the MIM does not close the ServiceNow ticket. 

How should this ServiceNow ticket be determined/created?

Choose how Biggy should create a ticket, or determine which ticket to use. The following options are available:

  • Input an existing ServiceNow ticket when executing the MIM - users will add an existing ticket when creating a MIM.

  • Create a ServiceNow ticket automatically - automatically create a ticket in ServiceNow when the MIM starts. The ticket description will include incident details, creator information, and all configured communication channels.

Create a Jira ticket communication entity

To create a communication entity that uses a Jira ticket, populate the following information:

Field

Description

Usage Context

How the communication entity will be used. Select one or both of the following:

  • Context Source - Biggy will ingest and aggregate content from this entity to gain context and awareness. Information gathered can be used to power actions. 

  • Output Destination - Automated actions can be posted from Biggy to this communication entity.

Required Entity

Enable this field to require users to provide a value for this entity when initializing the MIM.

How should this Jira ticket be determined/created?

Choose how Biggy should create a ticket, or determine which ticket to use. The following options are available:

  • Input an existing Jira ticket when executing the MIM - users will add an existing ticket when creating a MIM.

  • Create a Jira ticket automatically - automatically create a ticket in Jira when the MIM starts. The ticket description will include incident details, creator information, and all configured communication channels.

Create an On-Call Paging Communication Entity

To create a communication entity that uses a paging service, populate the following information:

Field

Description

Paging Service

Select the on-call service used to page responders. Only tools you have integrated are selectable. 

Paging Mode

Select how users will pick the paging targets during a major incident. The following options are available:

  • Paging Directory - users can pick from a pre-configured paging target directory.

  • All Available - users can search and select any target from the source system.

  • Static - fixed targets are always paged automatically when a major incident is created. 

Custom Message Template (Optional)

Optionally enter a custom description used when paging. Default is blank.

Default Paging Targets

This option only appears if you selected Paging Directory or Static as the Paging Mode. 

Select the targets that will be selected by default when creating the major incident. Paging targets will only appear as a selectable option if they have been configured in the integration. See the On-Call Integrations documentation for more information. 

Actions Timeline

In the Actions Timeline section, define automated actions. Use automated actions to automatically update stakeholders, or invoke capabilities, workflows, or custom prompts. 

If actions have already been configured for this template, a timeline of when each configured action occurs during a major incident is provided. For each action, basic information about what occurs during execution is displayed.

biggy_webapp_mimtimeline.png

Output destination

There must be at least one communication entity configured as an output destination to add an action. 

Click the + button to open the Add Action page. 

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Populate information in the following sections:

Section

Description

Basic Information

Contains descriptive information about the action that helps other users understand its purpose. Populate the following fields:

  • Action Title - descriptive title for the action

  • Description - optional summary of what the action does

Schedule

Determine what type of schedule the action should follow. 

In the Schedule Type field, select from the following options:

  • On Creation - action occurs once when the incident opens.

  • One-Time - action occurs only once at a specified time. When this schedule type is selected, choose the amount of time after the incident begins when the action should occur. 

  • Recurring - action occurs at a recurring interval. When this schedule type is selected, choose the interval at which the action reoccurs. The minimum interval is every 10 minutes. 

  • On Demand - action never runs automatically. Trigger it manually during an incident.

  • On Mitigation - action runs when an incident status changes to mitigated.

  • On Priority Change - runs once per qualifying incident-priority change. 

  • On Resolution - action occurs when the incident is resolved. 

Per-priority schedules

This option only appears if you selected Recurring as the priority type.

Override the interval while the incident holds specific priorities (for example, every 30 minutes at P1). The first matching override takes precedence, otherwise the default interval above applies. When a priority change selects a different interval, the timer resets from the change.

Run only for priorities

The action runs only while the incident's current priority matches; otherwise it is skipped with a visible reason. Leave empty to run for every priority.

Only when changing from

This option only appears if you selected On Priority Change as the schedule type.

Optional source scope: the change must come from one of the selected priorities. A first-time priority has no previous value and never matches a source scope.

Context Sources

Determine which context sources defined in the Communication Entities should be used to aggregate information and content. 

Context Lookback Period

Choose whether Biggy will evaluate context from the start of the incident or only since the last action occurred.

Select From Incident Start to always analyze the full context from incident creation to now. 

Select From Last Execution to only analyze the new context available since the last action occurred. 

Skip when no meaningful updates

This option only appears if you selected One-Time, Recurring, or On Resolution as the Schedule Type.

When this option is enabled, actions will not be posted if nothing substantive has happened in the context sources since the last action. A record of the action will still be logged in the timeline.

Output Destinations

Choose where the content generated by Biggy will be posted. 

In the Post to all output destinations field, toggle on to send the content to all configured output destinations. 

Toggle off and the Select Specific Destinations field will appear, where you can choose a communication entity.

Execution & Action Instructions

In the Execution section, choose what type of execution you'd like to take place when this action occurs. 

You can choose from the follow execution types:

  • Prompt - Generate content with a custom prompt using only MIM context. This option does not use capabilities or workflos.

    In the Prompt Instruction field, describe in natural language what content Biggy should generate for this action. 

    Select the Reasoning Effort that should be used for the prompt.

  • Orchestrator - Dynamic multi-turn agent with full MIM context. Best for complex analyses that require multiple steps or tools and retrieval from multiple systems. Provides deeper investigation and analysis, but may take longer to complete.

    In the Orchestrator Instructions, describe the sequence of steps the Orchestrator should perform. It will autonomously decide which tools and capabilities to use for each step.

    Example: 

    1. Check monitoring in Datadog for affected services 

    2. Look up related incidents in BigPanda 

    3. Check ServiceNow for recent changes to impacted systems 

    4. Summarize findings and recommend next steps 

    Select the Reasoning Effort that should be used for the prompt.

  • Workflow - Run an authored workflow with full MIM context.

    Select a Workflow from the drop-down menu.

    (Optional) In the Action Instructions field, provide any helpful instructions for running the workflow effectively, as well as how to leverage the output from the previous action.

  • Action - Runs one curated MIM-safe Action directly with full incident context. Results are posted to the output destinations you select.

    Select an Action from the drop-down menu.

    Optional) In the Action Instructions field, provide any helpful instructions for running the workflow effectively, as well as how to leverage the output from the previous action.

Approval Settings

Choose whether you would like to require approval prior to posting the AI-generated content. 

Click the Require Human Approval box to require a review of the draft before posting. 

If this option is selected, the user who starts the major incident will receive a direct message from Biggy requesting approval prior to posting actions.

If this option is enabled, select the Approval Destination. 

Click Create Action to save the action.

You can edit or delete any existing action. In the actions timeline, click the Pencil icon to edit an action, or the Trash Can icon to delete it.

In this section: