Major Incident Management (MIM) Templates

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 with Biggy documentation.

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

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

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 edit an existing template, click the Pencil 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.

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.

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.

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 and used to post automated actions. 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.

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.

Populate the following information:

Field	Description
Entity Type (Required)	Select the communication channel used for this entity. This channel can gather context, push updates, or both, depending upon the selected usage context. The following entity types are available: Meeting URL MS Teams Chat/Meeting MS Teams Channel Slack Channel Email ServiceNow Ticket The options that appear in the list will depend on integrations configured for Biggy. Note: If you select MS Teams Chat/Meeting, users will need to select an existing chat when starting the major incident. If you need automatic creation, we recommend using a Teams Meeting which includes a chat.
Label (Required)	A descriptive name for the communication entity.
Hint Text	Additional information to help users understand the purpose of the communication entity.
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. Emails cannot be used as a context source. Output Destination - Automated actions can be posted from Biggy to this communication entity. Meeting URLs cannot be used as an output destination.
Required Entity	Select the box to require users to provide a value for this entity when creating the incident.
Include Banner Message	This section only appears if you selected MS Teams Channel, MS Teams Chat/Meeting, or Slack Channel as the Entity Type and Output Destination for the Usage Context. When enabled, Biggy will post and continuously update the incident banner message with the title, status, impact, and key findings.
ServiceNow Tables	This section only appears if you selected ServiceNow Ticket as the Entity Type. Add one or more ServiceNow table names. Users will input record numbers from the tables entered here when creating the incident.
Biggy Spotter Agent	This section only appears if you selected MS Teams Channel, MS Teams Chat, or Slack Channel as the Entity Type. 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.
When should we select this channel?	This section only appears if you selected MS Teams Channel or Slack Channel as the Entity Type. Choose when this channel should be selected. Select from the following options: Set when executing the MIM - Users will input this channel when creating a new major incident. Create this channel automatically - Automatically create this channel when the MIM automation starts, and reuse it for all actions. Preset the value now - Define the channel now and it will automatically be available for all MIM automations using this template. If you select this option, choose a Teams channel from the drop-down menu.
When should we collect these email addresses?	This section only appears if you selected Email as the Entity Type. Choose when an email address should be selected. Select from the following options: Set when executing the MIM - Users will input the email address when creating a new MIM automation. Preset the value now - Define the email addresses now and it will automatically be available for all MIM automations using this template.

Click + Add Entity to add the communication entity.

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.

Actions Timeline

In the Actions Timeline section, define automated actions. Use automated actions to automatically update stakeholders, or invoke action plans 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.

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.

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 Resolution - action occurs when the incident is resolved.
Context Sources	Determine whether all context sources defined in the Communication Entities should be used to aggregate information and content. In the Use All Context Sources field, toggle on to aggregate content from all communication entities marked as context sources. Toggle off and the Select Specific Specific Sources field will appear, where you can choose one or more specific communication entities.
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.
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	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 exection types: Prompt - Generate content from a freeform prompt instruction. In the Prompt Instruction field, describe in natural language what content Biggy should generate for this action. Action Plan - Run an existing action plan and post the results. Select an Action Plan from the drop-down menu, and optionally enter Action Instructions to help Biggy learn how to effectively execute the 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.

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: